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Troubleshooting

Contact support

How to reach Brevidy support, what to send so we can help on the first reply, and what to do when the installer fails.

You can message support from inside Brevidy or from your account on brevidy.pro. A few details in your first message usually mean we can fix the problem in one reply.

Send a message from Brevidy#

  1. Click the ? button at the top right of the Brevidy panel.
  2. Choose Contact Support. The form fills in your email and versions.
  3. Describe what you did, what you expected and what happened.
  4. Paste your diagnostics, if you copied them.
  5. Click Send Message.

When an error notice has a Contact Support button, it opens the same form with the error filled in.

You can also sign in at brevidy.pro and click Contact Support on your account page. Add your Brevidy version (at the bottom of the panel, for example V: 2.0.12) and Premiere version.

Copy diagnostics#

When creating or syncing captions ends with an error or warning, the notice has a Copy diagnostics link. Click it, wait for Diagnostics copied, and paste it into your message. Diagnostics don't contain file paths, file names or your transcript text.

What to include#

  1. What happened: what you clicked, what you expected and what you saw.
  2. Diagnostics, if the notice offers them.
  3. A screenshot of the whole timeline with every audio track visible.
  4. Anything unusual: nested sequences, multicam clips, speed changes, or locked, muted or soloed tracks.

The form doesn't take attachments. Replies come by email from support@brevidy.pro. Reply to that email and attach screenshots there.

Installer problems#

The Brevidy installer uses Adobe's plugin installer, so install the Creative Cloud desktop app and Premiere first, then run the Brevidy installer again.

For Windows error 0x80070643:

  1. Download the installer again from your dashboard. Don't reuse an old download.
  2. Quit Premiere.
  3. Run the new installer.

If it still fails, attach the installer log when you reply to our email:

  • Mac: /Library/Logs/Brevidy/installer.log. In Finder, choose Go > Go to Folder… and paste /Library/Logs/Brevidy.
  • Windows: C:\ProgramData\Brevidy\installer.log. Paste C:\ProgramData\Brevidy into the File Explorer address bar.
Checked against Brevidy 2.0.12