Troubleshooting

Something not working the way you expect? Find the problem below. Messages in quotes are what Glintia shows on screen, so you can match them to what you see. If nothing here helps, contact support.

Supported browsers and devices

Glintia runs in your web browser, with nothing to install. Use an up-to-date desktop browser such as Chrome, Edge or Firefox on a laptop or desktop computer.

Phones and narrow windows: below 1024 pixels wide, the editor switches to a touch layout. The canvas sits on top, and the panels, timeline and scenes open from a bottom bar. Rulers and the scene column on the right are hidden. You can review and make small edits this way, but a larger screen is much easier for real work
Character builder: it needs a window at least 1024 pixels wide. On a smaller screen you’ll see “Desktop Required” and a Go to Dashboard button. Switch to a laptop or desktop, or widen the browser window
Screen recording: needs a browser that can share a screen. “This browser cannot share a screen. Chrome, Edge or Firefox on desktop can.” See Recording Your Voice, Screen and Webcam

Characters stand still and won’t animate

Character animation needs a browser feature called WebAssembly. If it’s switched off, you’ll see “Characters are shown standing still: animating them needs WebAssembly, which is turned off in this browser.”

“Turn off Lockdown Mode or strict security settings for this site, or use another browser, then reload the page.” Lockdown Mode is an iPhone, iPad and Mac setting. Some browser security extensions and hardened browser settings do the same thing.

If you see “The animation engine stopped, so characters are shown standing still. Reload the page to animate them again.”, reload the page.

The editor feels slow

Wait for uploads to finish processing. While a file shows Processing…, Glintia is preparing a lighter copy for editing. Once it’s ready, the editor plays that copy (videos up to 720p, images up to 2048 pixels) and your export still uses the full-quality original. A slightly softer picture while editing is normal
Close other tabs and programs, especially other video or design tools. Video editing in a browser uses a lot of memory
Turn on hardware acceleration in your browser’s settings if you’ve turned it off
Split long footage across scenes instead of building one very long scene. A single scene can be at most 5 minutes
Preview at a lower speed with the speed control next to the play button if playback stutters while you check timing. It only changes the preview, not your video
A picture or video keeps spinning? After a few seconds, the item shows “Taking too long?” with a Reload button. Click it to load that file again

Export problems

Exports are made in the cloud. You can keep editing, or close the tab, while a video renders. Follow progress from Jobs in the editor header, the bell icon, or the Renders page. See Exporting Your Video and Cloud Rendering and the Renders Page.

“Media you just added is still being processed.” A file you just uploaded isn’t ready yet. Wait a moment, then export again.

Out of exports for the month. The export panel shows “Monthly limit reached — this export costs 50 credits (… left)”. You can pay for that export with AI credits (50 credits for a Full HD export, 100 for 2K), wait for your monthly reset, or upgrade. If you don’t have enough credits, the panel shows “Limit reached” and the export button is disabled. During the trial, “You’ve used your trial exports. Start your plan for the full monthly allowance.” See Plans, Limits and Usage.

My video is shorter than my design. Each export stops at your plan’s maximum video length (15 minutes on Basic, 30 on Pro, 40 on Advance, 60 on Enterprise, and shorter during the trial). There’s no warning. Export a long video in parts by selecting a range of pages each time.

I got a WebM or PNG instead of MP4 or JPG. Transparent background is switched on in the export panel. With it on, video exports as WebM and stills as PNG. Turn it off for MP4 or JPG.

“Rendered with 2 warnings” (or another number). “These files could not be found, so the export shows what the editor shows when a file is missing.” The list underneath says what kind of file it was (image, video, audio, font, character and so on) and which page it’s on. This usually means a file was deleted from My Files after it was added to the design. Replace or remove the missing item, then export again.

“Render Failed”. Open Renders and click Try again on the failed row. “A failed render can be retried once.” Most failed exports are credited back to your monthly allowance automatically, so the retry uses an export again. If the retry fails too, or “This render has already been retried once”, open the design and export it again from Download.

The download link stopped working. Finished exports are kept for 30 days. After that: “This export was removed after 30 days. Export the design again to download it.”

The 2K option is locked. “2K exports are included in the Advance plan.”

No sound

The preview is muted. If the speaker button next to the play button shows a cross, the preview is muted. Press M or click the button (“Unmute (M)”). This mute only affects the editor, never your export, and it resets when you reload
A track is muted. In the Tracks timeline view, check the speaker button at the start of each audio track. A muted track shows a crossed-out speaker. Click it to unmute
The browser tab is muted, or your computer’s volume or output device is wrong. Check the tab’s speaker icon and your system sound settings
Your audio file won’t upload. The library takes MP3 audio. Convert WAV, M4A or OGG files to MP3 first. See Upload failures

Your browser asks before Glintia can use your microphone, camera or screen. If you said no, or the request was blocked, the recording tools tell you.

Click the icon at the left of the address bar (a lock, tune or camera icon, depending on your browser)
Set Microphone and Camera to allowed for Glintia
Reload the page and try again

Common messages and what they mean:

“Microphone access is blocked for this site.” Allow the microphone as above, then reload
“No microphone is reaching the browser”: the microphone is unplugged, turned off in your computer’s sound settings, or your computer’s privacy settings don’t let the browser use it. Check your operating system’s privacy settings for the microphone
“The microphone could not be opened” with “Another app is probably holding it”: close other apps using the microphone, such as a video call, and try again
“Camera access was blocked.”, “No camera was found on this device.” or “The camera could not be started. Close other apps using it and try again.”: the same fixes apply to the camera
“Sharing was cancelled.”: you closed the browser’s sharing picker. Start again and choose a screen, window or tab
“Screen sharing was blocked.”: allow screen sharing in your browser settings and try again. On a Mac, your browser may also need Screen Recording permission in System Settings
“You are sharing this tab”: you picked the Glintia tab itself, so the recording would only show the recorder. Press Change and pick another window or screen

Fonts look wrong or are missing

Text shows in a plain default font. The font couldn’t be loaded, so the browser used its default instead. Reload the page. If it keeps happening, check your connection, or pick the font again in the Fonts panel
“Bold is simulated - this font has no bold weight” (or the italic version): the font doesn’t come in bold or italic, so Glintia draws an imitation. Choose a font family that includes the weight you need for the best look
A font is missing from an export: the export lists it under “Rendered with … warnings” as a Font warning. Choose the font again, or a different one, and export again
You can’t upload your own font: font upload is part of the Pro plan and higher. On Basic, the upload button offers an upgrade. Fonts must be “TTF, OTF, WOFF or WOFF2, up to 10MB”. “This file is not a supported font” means the file isn’t one of those formats or is damaged. See Text, Fonts and Text Styles

Upload failures

Limit	Details
File types	Images: PNG and JPEG. Video: MP4. Audio: MP3. Other formats, such as GIF, WebP, SVG, MOV, WAV or M4A, aren’t accepted by the Upload panel
Video size	Up to 200 MB
Image and audio size	Up to 100 MB
Image resolution	Up to 100 megapixels
Video and audio length	Up to 30 minutes
Video resolution	Up to 7680 × 4320 (8K)

What the messages mean:

“Please select a PNG or JPEG or MP4 files”: the format isn’t accepted. Convert it, for example to MP4 (H.264) for video or MP3 for audio
“File size should not exceed 200MB” (or 100MB): compress the file or trim it, then upload again
“This image has too many pixels to process. Please resize it first.”: make the image smaller than 100 megapixels, for example 10,000 × 10,000 pixels or less
“This file could not be processed.” after the upload: the file uploaded but couldn’t be prepared. It may be over 30 minutes long, use an unusual video or audio format, or be damaged. Re-export it as a standard MP4 (H.264 video, AAC audio) under 30 minutes and try again
“Please wait for the current upload to finish.”: the Upload panel uploads one file at a time
“The upload failed. Please try again.”: usually a connection problem. If a large upload is interrupted, pick the same file again within 24 hours and Glintia continues where it left off
“Upload file count limit exceeded. Please delete some files or upgrade your plan.”: you’ve used your plan’s number of uploads. Delete files you don’t need in My Files
“Upload storage limit exceeded. Please upgrade your plan for more storage.”: see Storage is full

For more on uploading, see Uploading Your Own Media.

Storage is full

Uploads, fonts and screen recordings all use your plan’s storage: 5 GB on Basic, 15 GB on Pro, 100 GB on Advance and 1 TB on Enterprise. The trial has less. Storage doesn’t reset each month.

To see how much you’ve used, open Billing and look at Upload Size under the usage overview, or check the box at the top of My Files.

Open My Files from the left sidebar
Set Sort by to Largest first
Delete the files you no longer need. Deleting frees their space straight away

Before you delete, remember that “Any design already using it will lose the asset.” See Managing Your Files and Projects. If you still need the space, upgrade your plan. See Plans, Limits and Usage.

AI generation problems and credits

AI tools such as text-to-speech, AI images, AI video, subtitles and background removal use AI credits. See AI Studio and AI Credits.

“You have reached your AI credit limit for this month” or “You don’t have enough AI credits for this”: buy more with Top up in the credits pill at the top of the editor or dashboard, wait for your monthly credits to renew, or upgrade
“The AI service is busy right now. Please try again in a moment.”: wait a little and try again
“AI generation is temporarily unavailable. Please try again later.” or “AI generation failed. Please try again.”: try again later. If it keeps failing, contact support
“Generation timed out. Please try again.”: the job took too long. Start it again

AI generations run in the background. Click Jobs in the editor header to open Background jobs, where each job shows its progress, or the reason it failed. You’ll also get a message when a job is ready or has failed.

Signing in

You signed up with Google: use Sign In with Google rather than an email and password. If you try to create a password account with the same email, Glintia says “This email is already registered with Google. Please use “Continue with Google” to sign in.” The button it means is Sign In with Google
You forgot your password: on the sign-in page, click Forgot your password?, enter your email and click Send code. Enter the code from the email and your new password, then click Submit
The confirmation code hasn’t arrived: “It may take a minute to arrive.” Check your spam or junk folder, then click Resend Code
You’re asked for a two-factor code: open your authenticator app and enter the current code for Glintia. If you’ve lost access to your authenticator app, contact support
“Authentication required. Please log in to access this resource.” while editing: your session has ended. Reload the page and sign in again. Changes saved in your browser’s backup copy are added back when you reopen the design
“This account is suspended”: “Your projects are safe, but the account can’t be used right now.” Contact support if you think this is a mistake
“Too many accounts have been created from this network today.” when signing up: try again tomorrow, or contact support

The page shows “Something went wrong”

“This page hit an unexpected error. Reloading usually fixes it, and anything saved before the error is kept.” Click Reload, or Back to Home.

If a single panel shows “Menu failed to load”, click Retry in that panel.

Pop-up messages such as “Network Error” (“Please check your connection and try again.”) or “Server not responding” mean Glintia couldn’t reach its servers. Check your internet connection and try again.

Contact support

If you’re still stuck, send us a message from the Contact page. Help & Support at the bottom of the dashboard’s left sidebar brings you back to these docs.

To help us solve it quickly, include:

What you were trying to do, and the steps you took
The exact message you saw, or a screenshot
The name of the design, if the problem is in the editor
Your browser and whether you’re on a computer, tablet or phone