Troubleshooting

Find what you're seeing below. Each line links to the fix.

Find your problem#

Captions don't show#

• Caption clips say Media Offline, or captions vanished after you moved a project: Captions blank or missing
• The video shows Open Brevidy to restore captions.: Captions blank or missing
• Caption clips are on the timeline but nothing shows: Captions blank or missing
• Captions made with Brevidy 1.9 look wrong or don't render: Captions made with Brevidy 1.9

Create or Sync doesn't work#

• Failed to add Brevidy Captions effect, or a notice to restart Premiere: "Failed to add Brevidy Captions effect"
• The caption layer isn't over any audio Brevidy can transcribe. or Some audio wasn't captioned: Why wasn't this audio captioned?
• No speech was found in the audio under the caption layer.: No speech under the layer
• 1 clip wasn't transcribed or Request failed with status code …: Error messages
• Transcription is taking longer than expected or Transcription timed out: Error messages
• Captions don't follow your edit: Sync after editing

Words are missing or wrong#

• A section with clear speech came out empty: A section with speech came out empty
• Words missing or doubled on a podcast or interview with several mics: Podcasts, multi-mic and speakers
• Song lyrics or background chatter captioned, or left out: Music and background audio
• Wrong language, or names and terms spelled wrong: Transcription and languages
• Lines break in the wrong place or are too long: Line breaks

Looks and fonts#

• Punctuation won't show, or won't go away: Main text
• A font is missing or shows as a lookalike: Fonts

Installing, updating and signing in#

• The installer fails, or Windows shows error 0x80070643: Installer problems
• Brevidy isn't under Window > Extensions: Install Brevidy
• Unsupported Version, Initialization Error or Update failed: Error messages
• Device authorization required, or you keep getting signed out: Devices and signing in
• You want to go back to Brevidy 1.9: Upgrading from 1.9

Exporting, minutes and billing#

• Export SRT, VTT or other caption files, or import an SRT: Export and import captions
• Out of minutes, or minutes went faster than expected: How minutes are counted
• Cancel, pause and invoices: Cancel, pause and invoices

Still stuck?#

• Error messages: every message and what to do.
• Known issues: problems we know about, and the version that fixes them.
• FAQ: answers to the questions support gets most.
• Contact support: what to send so we can help on the first reply.