Video export didn't arrive

Applies to

• Share > Export > Export as video > Download video. You don't need to publish first.
• Owners, Admins, and Editors. Viewers can't export a video.

What you see

• "Voiceover and video are still being prepared."
• "Export video limit reached. Upgrade to download more videos.", or Upgrade to export in place of Download video.
• "Export failed" and "Failed to export video. Try again."
• "Export is taking longer than expected" and "The render may still finish. We'll email you when the video is ready."
• "Rendering video..." finishes, but no MP4 file appears in your downloads.

Quick checks

• Wait until the project has finished processing.
• Keep the Layerpath tab open until the file downloads.

Causes and fixes

The project is still processing

You see "Voiceover and video are still being prepared." This happens before processing has finished. A video export includes the voiceover, so it waits.

To fix it:

1. Wait until the project's progress reaches Done.
2. Select Share > Export, then Download video.

It worked if you see "Rendering video..." with its progress.

Your plan's video exports are used up

You see "Export video limit reached. Upgrade to download more videos." On Free, the Export tab shows how many free exports are left, and Upgrade to export replaces Download video when none are.

To fix it:

1. Ask an Owner or Admin to upgrade in Settings > Plan.
2. Select Share > Export, then Download video.

It worked if you see "Rendering video..." with its progress.

The render failed

You see "Export failed" and "Failed to export video. Try again." This happens when the render stopped, or the page lost track of it, for example when your connection dropped.

To fix it:

1. Select Try again.
2. Select Download video.

It worked if the MP4 file downloads when the render finishes.

The render is taking long

After about 15 minutes you see "Export is taking longer than expected". This happens when the render runs longer than the page waits for it. When the render finishes, Layerpath emails a link to the video. That email goes to the Owner who created the workspace, even when someone else exported.

To fix it:

1. If you created the workspace, look for the email with the video.
2. If you didn't, ask the Owner who did to forward it.
3. If no email arrives, export again and keep the tab open.

It worked if you have the MP4 file.

The download didn't start

This happens when the tab closed or reloaded before the render finished, or the browser blocked the download. The file downloads in the tab you exported from.

To fix it:

1. If your browser asks whether Layerpath can download files, allow it.
2. Select Share > Export, then Download video.
3. Keep the tab open until the file downloads.

It worked if the MP4 file is in your browser's downloads.

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
• the export options you chose
• the exact message you saw
• your browser and its version