11. Troubleshooting & FAQ
Error messages and what to do
"Please verify your email to continue analyzing. Check your inbox for a verification link from Contentine." Your account email isn't verified yet. Open the verification email from Contentine and click the link, then return to the app.
"Unsupported format (…) — use MP4, MOV, WebM, AVI, MPEG, FLV, WMV or 3GPP (not .mkv)." Your upload isn't a supported type. Convert it to MP4 (a safe default) and try again. See Chapter 3 for the full list and limits.
A file won't upload / is rejected before uploading. Each file must be 300 MB or less and 30 minutes or shorter, and a batch is at most 10 videos. Trim or compress the file, or split the batch.
"Insufficient balance for platform fee. Add credits to continue." Your credit balance is too low to cover the run's platform fee. Open Credits & Billing and add credits or a plan (see Chapter 7), then try again.
"Daily YouTube lookup limit reached." The shared daily YouTube lookup limit has been hit. Try again later, or add your own YouTube Data API key in My Keys — your key uses its own quota so you won't hit the shared cap (see Chapter 8).
"Rate limit reached. Resets at [time]." Google's per-minute request limit was reached during the run. Wait until the reset time shown, then continue.
"The AI response was truncated or malformed. Some sections may be missing." The model's reply for a section didn't come back cleanly. Re-analyze the video (turn on Re-scan from scratch). If a step was charged but couldn't be used, an automatic refund applies.
An uploaded video says it has expired when you try Find frames or a new lens. The temporary processing copy on Google expired (uploads are kept only briefly). Choose Upload again to re-process the file, then run the tool.
"This upload was processed in Quick Mode — switch back to Quick Mode to find frames" (or the My Keys equivalent). Find frames must run in the same mode the video was analyzed in. Switch to the mode named in the message (or re-upload the video) and try again.
"Clip download is off in this window" — Download is disabled in Find moments. Cutting and previewing clips on your device uses private in-browser file storage (OPFS), which Incognito / Private windows block. The search and previews still work; to save clips, open the site in a normal (non-private) window.
Frequently asked questions
Why did my analysis fail? Most failures are a temporary model or network hiccup, a rate limit, or a truncated response. Re-analyze with Re-scan from scratch on. If a charged step failed, an automatic refund applies. If it keeps failing, contact support (see Chapter 13).
Why does the same video give slightly different results each time? Because the analysis is generated by an AI model, and these models are not perfectly deterministic — the same input can produce slightly different wording or scores from one run to the next. The overall picture stays consistent; exact numbers and phrasing can move a little. Treat scores as guidance, not precise measurements.
Does re-analyzing cost the same as a new analysis? Yes. Each pass re-processes the whole video, so it costs the same as a fresh analysis. The estimate is shown before you commit (see Chapter 6).
Can I analyze a TikTok or Instagram link? Not by URL. Contentine accepts YouTube URLs for link-based analysis. To analyze a short-form video from another platform, upload the file (if you own it or have the rights) using the upload tab.
Can I analyze private or members-only videos by URL? No. URL analysis uses public YouTube data. To analyze a video that isn't public, upload the file.
How long does an analysis take? A short video is usually a minute or two. Longer videos, deeper analysis depth, and more premium insights take longer. Keep the tab open while it runs.
Which browser should I use? Use an up-to-date desktop browser (Chrome, Edge, Firefox, or Safari). The analysis and, for uploads, the in-browser frame extraction run in your browser, so a current browser gives the best results. Keep the analyzing tab open until it finishes.
Why does a downloaded clip start a moment before what I searched for? Clips are cut on a keyframe boundary — that's what lets Contentine cut them on your device without re-encoding or re-uploading — and the nearest keyframe can sit a second or two before your chosen start. So a clip may open with a short lead-in. You can nudge the Start on the card before downloading, but it will still begin at the keyframe just before it.
I uploaded a video with no sound — why is there no transcript, and why can't I search audio in Find moments? When a file has no audio track, Contentine deliberately does not produce a transcript (there is nothing to transcribe), and Find moments searches on-screen (visual) only. This is on purpose: it keeps the AI from inventing dialogue for a silent video. If your file does have sound but was treated as silent, re-upload it.
Can I pull frames or clips from a report I opened on another computer? Your report and its data sync to your account, but the video file itself stays on the device you uploaded from — it's never uploaded to us. On a different computer (or after the on-device copy expires), Find frames and Find moments will ask you to re-select the same file; it's checked against a fingerprint so you can't accidentally pick the wrong video.
Do my credits expire? No. Credits from packs, custom amounts, and plans never expire.