Troubleshooting — Horoptic Help

The messages below are the ones the Mac and Windows apps show, so you can match what you see. On Windows, ⌘ is Ctrl.

An export on this computer fails

The export panel says what stopped, under NOTHING CHARGED, and ends: “Your project is untouched and nothing was uploaded.”

It ran out of disk space. Free up space on your Mac’s startup disk or your PC’s system drive, then choose Try again.
The file couldn’t be saved to the folder you chose — the folder moved or its drive was ejected, or that disk is full. Choose Choose another folder.
“…export engine is missing or damaged. Reinstall Horoptic to export here.” Reinstall the app; your projects stay where they are (what uninstalling keeps).
“This device can’t make that format — choose another.” Choose Back to settings and pick another format. On Windows, video export uses Microsoft’s media codecs, which the “N” editions of Windows leave out.

The panel also offers to render on our servers instead. That moves the project to the cloud, uploads your footage and costs credits, so it is your choice, never automatic.

The preview says “Preview unavailable”

The editor draws the preview on your graphics card. If the card won’t start or keeps resetting, the preview panel says Preview unavailable. Your edit is safe — the timeline and project are unaffected. Choose Retry preview; if it keeps happening, restart the app. Check your computer against the system requirements.

A file won’t import

“Can’t import — … not supported” means this computer can’t decode that video. Convert it to H.264 (MP4) and import it again.
“That wasn’t a video, audio, or image file” means the file isn’t media Horoptic reads.
If dragging files in does nothing, use Import footage under FOOTAGE, or press ⌘O (Import media).

“That code is wrong or expired. Check it, or resend a new one.” Choose Resend code, and check your spam folder for the email.
“Too many tries. Wait a few minutes, then request a new code.” Wait, then ask for a new code.
On the Mac, passkey sign-in continues in your web browser. If it doesn’t come back, choose Use an emailed code instead.
Lost every device with a passkey? See account recovery.

You’re offline

In a Cloud project the top bar shows Offline · will sync: your edits are saved on this computer and sync when you reconnect, and Export waits until then. A Local project doesn’t need a connection at all.

If you see “This project was changed in a newer Horoptic”, another device saved it with a newer app — update Horoptic to keep editing it.

Is it Horoptic, or is it me?

If sign-in, cloud sync, the Director, generation or server exports stop working, check our status page at horoptic.betteruptime.com. It shows what is working right now and what we are fixing. During an outage or planned maintenance the app shows a notice too — in the editor’s top bar and on the start screen — that says what is affected and what still works: “Editing, playback and exporting on your own device still work, including without an internet connection.” When AI work is affected it adds “No one is charged for AI work that fails.”

Still stuck?

In the app, choose Help › Contact Support… to start an email to us. To include your log, choose Help › Reveal Logs in Finder on a Mac or Help › Show Logs in Explorer on Windows, and attach the file it shows. Or write to support@horoptic.com. A person reads it, and we aim to reply within two business days.