Troubleshooting

The most common snags, why they happen and how to get past them. If something here doesn’t match what you see, write to hello@endcredits.pro.

A link says it has expired or is no longer valid

Every link sent by email works for a limited time or until its job is done. What the person sees, and what you do about it:

Link	What they see	Why	Fix
Collaboration request	Link expired	The days you chose in Expires in have passed.	Send a new Request collaboration for the group.
	Request cancelled	You clicked Cancel request.	Send a new request if you still need it.
	Already completed	Someone else invited to the same group submitted first.	Nothing: the request is done. Look at the group in the Data tab.
Review request	Link expired, Request cancelled or Already completed	Same as above.	Send a new Request review.
Share link	This review link has expired	Its Link expires in period has passed.	Share again with Share in the Composition tab.
	This review link was closed	Someone clicked Revoke.	Share again if they should still see it.
Approval link	Review link unavailable	The approval run went back to the editing phase, or the person was removed from the phase.	Submit the phase again: approvers get a new link.

Resend sends the same link again; it doesn’t extend it. To give someone more time, cancel and send a new request.

A group is locked in the Data tab

A group that has been sent to someone is locked for everyone on the team, so their work and yours never collide. The strip above the group tells you which state it’s in:

Strip	Meaning	To unlock it
Pending collaboration	A collaborator has the link and hasn’t submitted yet.	Wait, or click Cancel request.
Pending review	A reviewer has the link and hasn’t submitted yet.	Wait, or click Cancel request.
Ready to review	The collaborator submitted.	Accept or Discard their contribution.
Ready to apply	The reviewer submitted.	Accept or Discard their review.

Only admins, editors and approvers can cancel, accept or discard. A group can only have one request open at a time, so you can’t send a review request for a group that is out for collaboration. See Let the departments fill it in and Get the spelling right.

Nobody answered a request

Under the group, each invitee shows Opened or Not opened.

• Not opened: the email may be in their spam folder, or the address may be wrong. Check the address, then click Resend. If it was wrong, cancel and send a new request to the right address.
• Opened but not submitted: their work is saved as they type, but it only reaches you when they click to finish. Remind them, or wait.
• When the link expires, the group unlocks by itself and you get an email saying nobody responded. Anything they typed without submitting is not added. Send a new request if you still need it.

I can’t edit the credits

There are three usual reasons:

1. The credits are in an approval run. As soon as the first phase is submitted, the content and design are locked for everyone, and the Data and Composition tabs show Locked for approval. An admin or editor can unlock them from the Approvals tab: Cancel approval & return to editing while a phase is open, Back to editing phase after a rejection, or Reopen for editing once everything is approved. Unlocking ends the run: the approvers’ links stop working and the approvals start again from the first phase when you resubmit. The run’s comments and responses are kept in its history. See Sign-off.
2. A video import is running. Importing credits from a video replaces them when it finishes, so editing is blocked until it’s done or has failed.
3. Your role doesn’t allow it. Only admins and editors can edit credits. Ask a project admin to change your role in Team. See Roles and permissions.

Request collaboration, Request review, imports and Generate composition are also unavailable while the credits are locked for approval.

A render failed or is stuck

In the Renders tab, a render that didn’t finish shows Failed.

• Click Retry. It renders the same credits as the first attempt, as they were when you created it.
• If you’ve changed the credits since, create a New Render instead: a retry won’t include your changes.
• If it fails again, try a lighter combination first (MP4 and Full HD) to see whether it’s the format or the content, and write to hello@endcredits.pro with the render’s name and date.

A render that stays In progress shows its stage (Rendering, Finalizing, Uploading) and an estimate of the time left. Long credits at 4K or in ProRes take longer. If it’s clearly stuck, click Cancel render and start it again. You can have two renders in progress at a time during the beta, so a stuck one can block a new one until you cancel it.

An import failed or is taking too long

Lists (Excel, CSV, Word, pasted text):

• “This file type isn’t supported.” Use .xlsx, .csv, .docx or plain text. Save older .xls or .doc files in the newer format, or paste the text.
• The file is too big (over 10 MB, 2,000 rows or 500 KB of text). Split it and import it in parts, with Add the imports to the existing credits. See Import limits.
• The file is empty, corrupt or can’t be read. It may be damaged or password-protected. Open it, save a fresh copy without a password and try again, or paste the text.
• It takes several minutes. Long workbooks do: the progress window shows how much has been read. You can Cancel and import one sheet or department at a time.
• It fails after the progress window. Classifying the list didn’t work this time: try again. Adding a line in Instructions (optional), for example “the first column is the role, the second is the name”, helps with unusual layouts.
• Import is greyed out: the credits are locked for approval. See I can’t edit the credits.

Video:

• “The video is too large.” The limit during the beta is 2 GB. Export just the credits section of the film, as an MP4.
• “An import is already in progress.” Only one video import runs at a time for the same credits. Wait for it to finish.
• Import failed: click Try again. A failed import leaves your credits as they were.

A font doesn’t show

• Your own font: upload it in Files as TTF or OTF; WOFF and WOFF2 aren’t accepted. A font uploaded to one project is only available in that project; to use it everywhere, upload it to your organization’s files. In the font picker, uploaded fonts are under My fonts.
• The font field says just “Custom font”, with no name: the file it used has been deleted from Files. Upload it again and choose it again.
• Bold or italic looks wrong with your own font: each uploaded file is one weight and style. Upload the bold (or italic) file too and choose it where you need it.
• A Google Font weight doesn’t change anything: not every Google Font has every weight. Pick one of the weights the font picker offers for that font.

”You’ve reached a beta limit”

You’ve hit one of the free beta’s usage limits on renders, imports or invitation emails. The notice says which one. See Beta usage limits for when it resets, or click Contact us if you need more.