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Troubleshooting Export Issues

We're really sorry if you've had issues exporting your video - we know it's very frustrating. Please have a read through the guidance here, but if you still can't get it to work, email us at info@captivation-app.com and we will happily download and send it to you.

Browser Issues​

An important thing to know is that a lot of the rendering of the video happens in your browser. While the final steps happen on our server, the video frames are rendered in your web browser, and that means they can be affected by your browser's behaviour and performance. If you see the error message:

An error occurred during video rendering

Then there is a good chance that the issue has occurred on your side. Here are some things you can try:

  1. Captivation should be compatible with Chrome, Edge, Safari and Firefox. However, Chrome is by far the most tested browser, so if you have it installed, it could be worth loading your whiteboard in Chrome and trying to export again.
  2. Try closing some tabs/other applications. Video rendering is hard work for your computer and also often puts load on your GPU (Graphics Processing Unit). Freeing up some memory by closing other tabs and applications may help the exporter to run.
  3. Browsers do a lot of things to manage memory/battery usage, but sometimes this can cause problems. If you are starting your video export, then moving to a different tab, your browser may be trying to save battery by throttling the performance of your video exporter. Try staying on the Captivation tab while the export process runs.
  4. If you have a long video, or are exporting at a high quality/frame rate, this puts additional load on your browser. To see if this is what is causing the issue, try exporting again at a lower resolution or a lower frame. Remember that exporting a 4K video at 60fps is 8x more work than exporting at 1080p at 30fps!
  5. If none of the above steps work, please do get in touch at info@captivation-app.com so we can help you. The last thing we want is you to have put lots of work into creating your video and then be unable to export it.

Server Issues​

If you see the error message:

An error occurred on the server while processing the video

Unfortunately it's probably our fault and you might not be able to do anything to fix it. You can still try a couple of things:

  1. Export at a lower resolution or a lower frame rate. This might make it easier for the server to process your video.
  2. Try shortening your video. If possible (we recognise it often isn't possible...) try cutting down the length of your video as this may make it possible for the server to process.
  3. If none of the above steps work, please do get in touch at info@captivation-app.com so we can help you. The last thing we want is you to have put lots of work into creating your video and then be unable to export it.