We try our best to offer the most stable and fun content creation process there is, but despite our best efforts, sometimes bugs or issues still appear. We try to fix all issues we encounter on the site, but in some cases, the bug or issue only appears on your end, and we cannot reproduce the issue. We put together this article to show what information you could provide our team so we have the best chance of fixing the issue.
What is a bug or issue?
Bugs or issues are cases where features that you have used before don't produce any results or produce results that are not expected of them.
Here are some examples:
Exporting stops at a certain percentage, doesn't start, or the exported video looks different than the one in the editor.
Subtitle generation isn't producing subtitles for a project where the audio can be clearly heard.
Something went wrong message comes up on a white page after you click a button.
What is Not a bug or issue?
We are not considering bugs or issues where a function or feature is not implemented or if a result that the function cannot produce is expected.
Here are some examples:
Moving one subtitle box to another position moves all the other subtitles to that position.
You cannot set up a password.
When clicking on Auto Subtitle, you select the language to which you want to translate to, resulting in subtitles that are incomprehensible.
What are the best practices to avoid issues?
There are some things you can do to avoid most issues. Here is the list:
It is best to use Google Chrome as your browser, as that is where the editor runs the best.
Make sure that your browser is up to date with the latest version.
You have your VPN disabled.
What information should you provide when reporting a bug or issue?
Issues with a project or exporting:
The link to the project(URL).
What is the issue you are facing? Please give as much detail as you can.
What did you do before the issue appeared?
How is the result different than what is expected?
Issues with subscriptions or payments:
The email address you used for the subscription or trying to use to subscribe/pay.
What error message are you seeing on the screen?
Where can you report a bug or issue?
You can report any issues or bugs through the http://help.veed.io/ page using the Chat bubble at the bottom right.