Project stuck or failed

Applies to

• New projects while they process, from uploads or a recording.
• Owners, Admins, and Editors.

What you see

• The progress (Callouts, Voiceover, Finalizing, and Done) stops moving.
• "This is taking longer than expected", with Refresh.
• "We couldn't finish this project", with a reason under it.
• A notice that AI enhancement didn't finish and your steps are ready to edit.
• Before the project is made, a message about your files, such as "File too large. Upload an image smaller than 15 MB."

Quick checks

• Give it time. Once the progress shows, processing runs on Layerpath's side, so you can leave and come back.
• Reload the page to see the latest stage.

Causes and fixes

It's still processing

This happens when the project needs more time. After 10 minutes on the page, you see "This is taking longer than expected" and "Your project may still be processing in the background. Refresh to check, or come back in a few minutes."

To fix it:

1. Select Refresh.
2. If the stage hasn't moved, close the page and open the project again in a few minutes.

It worked if the progress reaches Done and you see "Project ready".

It failed

You see "We couldn't finish this project". This happens when processing stopped before the project was finished. The reason under it says what to change, for example:

• "This video is longer than 10 minutes. Use a shorter video, then try again."
• "This video file is larger than 200 MB. Use a smaller file, then try again."
• "Processing took too long and stopped. Try creating the project again."
• "Something went wrong on our side while creating this project. Try again."

To fix it:

1. Change what the reason names, such as the video's length or size.
2. Start a new project the way you started this one, for example with Create with Agent on Home.
3. Add your media again and create the project.

It worked if the new project reaches Done.

AI enhancement didn't finish

This happens when an AI stage, such as writing callouts or voiceover, didn't finish. Your steps are kept and ready to edit, but some callouts may be plain or missing, and so may the voiceover.

To fix it:

1. Select Edit to open the editor.
2. Read each step's callout and rewrite any that need it.
3. Optional: add voiceover with Voiceover > AI voiceover.

It worked if each step says what you want when you select Preview.

Your files were refused

This happens before the project is made, when a file's type, size, or count isn't accepted. The message names the limit, such as "Video is too long. Upload a video that is 10 minutes or shorter." or "Select up to 100 images."

To fix it:

1. Remove the file the message names.
2. Add a file within the limit, or fewer files.
3. Create the project.

It worked if your files show without a message and the project starts processing.

Still not working

Email support@layerpath.com, or select Support at the bottom of the sidebar on this site. To chat with support, go to Home in Layerpath, select the ? at the bottom right, then Contact us. Include:

• the project's link
• how you started it, and the files or link you used
• the exact message you saw
• your browser and its version