# How do I fix common problems in Viditor?

Canonical URL: https://viditor.app/docs/troubleshooting
Last updated: 2026-10-12

> TL;DR: Most problems show a message that says what to do. Sign-in issues usually mean the wrong email or an expired code. Chat issues usually mean Claude Code or Codex needs signing in again, or your plan hit its limit, and manual editing keeps working. For anything else, use Help → Report a Problem to send your log and a screenshot.

Viditor tries to explain every failure in place, with the action that fixes it. Below are the messages people see most, grouped by where they appear.

## Why can't I sign in?

Check the email address first; a typo sends the code somewhere else.

| Message | What it means | Fix |
|---|---|---|
| "Your access is paused" | This account was paused | Email hello@viditor.app |
| "Too many sign-in codes were requested." | Several codes in a short time | Wait a few minutes, then send a new code |
| "That code didn't work. Check it, or send a new code." | Wrong or expired code (codes last 15 minutes) | Send a new code |
| "Your session has ended. Sign in again." | The session expired or access changed | Sign in with a new code |
| "Update Viditor to keep using it." | This version is too old to run | Install the update from the screen shown |

If you've been offline for more than 7 days, the app asks you to reconnect. Your session resumes without a new code once you're online.

## Why isn't chat working?

The chat message names the cause. Fix it in Terminal, then click **Check again** in Settings → Assistant.

| Message | Fix |
|---|---|
| "Claude Code is not signed in. Run `claude auth login` in Terminal…" | Run `claude auth login` |
| "Codex is not signed in. Run `codex login` in Terminal, then try again." | Run `codex login` and choose Sign in with ChatGPT |
| "… is not supported yet. Update it, then check again." | Update Claude Code or Codex |
| "The Claude usage limit was reached. Editing remains available." | Wait for your Claude plan to reset, or switch to ChatGPT |
| "The Codex usage limit for your ChatGPT plan was reached. Editing remains available." | Wait for your ChatGPT plan to reset, or switch to Claude |
| "Choose a Claude model available to your account." | Pick another model in the composer |
| "Wait for the material folder to finish importing" | Let the folder import finish, then send |

Setup steps are in [Connect Claude](https://viditor.app/docs/connect-claude) and [Connect ChatGPT](https://viditor.app/docs/connect-chatgpt).

## Why did my import fail?

Usually the file type, or the project's 30-minute import limit.

- "Unsupported or empty media" followed by a file name means the file isn't a supported format or has no readable streams. Convert it to MP4 or MOV and try again.
- "Imported video/audio would exceed the 30 minute limit." means the project already holds close to 30 minutes of footage. Remove unused media or start a second project.
- When you drop a mix of files, supported ones import and the rest are skipped and listed.

See [Import footage](https://viditor.app/docs/import-footage) for formats.

## Why won't captions generate?

The speech model may still be downloading or the download failed. "Whisper model download failed (…). Check internet access and retry." means the network dropped; retry from the Captions tab or Settings → Transcription. A model file that fails its size or checksum check is refused; download it again. Non-English speech needs the [language pack](https://viditor.app/docs/language-pack).

## Why did my export fail?

The export message says why, and the popover shows it under the button.

- "Add footage before exporting": the timeline is empty.
- A motion scene error: one scene failed to render. Export stops rather than writing a blank frame. Ask the assistant to fix that scene, or delete it.
- "Export this project first; the review checks the exported file.": a review needs an export to check.

Free disk space matters too: a disk error cancels the export and removes the partial file.

## Why can't I search stock media?

Stock search runs through your Viditor account. "Stock search runs through your Viditor account. Sign in again, then retry." means you're signed out. "Stock search could not reach Viditor. Check the connection and retry." means you're offline.

## How do I send logs and a report?

Use **Help → Report a Problem…** or **Help → Send Feedback…** (also Settings → Account → Feedback). Pick a type, describe what happened, and keep **Include recent logs** and **Include a screenshot of the window** on if you're comfortable. **See what's sent** shows the exact log text first. Logs live in `~/Library/Logs/Viditor`, and keys and tokens are scrubbed from them.

## Frequently asked questions

### Where are Viditor's log files?

In ~/Library/Logs/Viditor, with the newest in main.log. Open the folder from Help → Open Logs Folder. API keys, tokens and passwords are scrubbed from every line before it's written.

### How do I report a bug?

Use Help → Report a Problem or Help → Send Feedback, or Settings → Account → Feedback. You can include recent logs and a screenshot of the window, and see exactly what's sent first.

### Can I keep editing when chat is down?

Yes. Editing, captions and export work without chat. A chat error never blocks the timeline, and work the assistant already finished stays in undo history.

### Who do I contact if I can't sign in at all?

Email hello@viditor.app from the address you sign in with. Before sign-in, the app's Help menu items open an email to that address too.

## Related

- [How do I install Viditor?](https://viditor.app/docs/install)
- [How do I connect Claude to Viditor?](https://viditor.app/docs/connect-claude)
- [How do I connect ChatGPT to Viditor?](https://viditor.app/docs/connect-chatgpt)
- [How do I download the language pack?](https://viditor.app/docs/language-pack)
- [How do I export a video from Viditor?](https://viditor.app/docs/export)
- [What data does Viditor collect, and what stays on my Mac?](https://viditor.app/docs/privacy-and-data)

Download Viditor for Mac (one-time licence, see https://viditor.app/pricing): https://viditor.app/download