I can't export my edit, or editor is stuck

Follow these steps when:

• The editor is stuck
• The status of media is 'Export failed'
• Export blocked in the editor 
• You see the error messages:
  • "You can't export because of an issue with one of your timeline files"
  • "File missing"
  • "Recording deleted"
  • "Processing failed"
  • "An unexpected error happened. Please reload the application.
  • "WebGL is not supported. Access your browser settings and enable hardware acceleration from your browser to get the full editor experience"
• In the editor, under the Tracks panel, a track is unavailable.
• You encounter an issue when arranging tracks, trimming the timeline, or exporting from the editor

Likely causes:

A stuck editor could be caused by too many customizations interacting at once, archived or unprocessed files in the timeline, or corrupted files that are blocking your ability to export without triggering an error.

Suggested troubleshooting steps

• Turn on graphics acceleration.
• Remove and re-add any customizations.
  1. Remove your customizations to reset the media in the editor:
     1. Click Tracks and select the check box next to each participant's track to temporarily remove it.
     2. Click Layout and select the standard Grid.
     3. Click Brand and remove any custom background or logo.
  2. Re-add your customization:
     1. Click Tracks and select the check box next to each participant's track to add it.
     2. Click Layout and select your preferred layout. 
     3. Click Brand and select your preferred background and logo.
  3. Click Share and export the media.
• Remove archived, deleted, not fully processed files in your timeline:
  1. In the editor, examine the recording timeline for a red section with an alert icon
  2. Hover over the alert and read it. Understand if the media is deleted, missing, could not be processed, or archived on your account. 
     • If it's deleted, missing, or processing failed:
       1. On the timeline, click on the media to select it.
       2. Press delete on your keyboard to remove the media from the recording timeline. 
       3. If you'd like, re-add the media to the recording timeline.
     • If it's archived:
       1. Restore the recording.
       2. Once the recording is restored, refresh your editor to ensure the recording is available on your timeline.
• Check for corrupted timeline assets:
  1. Review each media file and overlay on your timeline.
  2. Click each file to confirm it loads and previews correctly.
  3. If a file appears frozen, blank, or does not behave as expected, press delete on your keyboard to remove the media from the recording timeline. 

TIP:
After you make changes in the editor, wait until the text that says Saving disappears before you click Export to make sure Riverside receives your edits.

Learn more

• Editor: Overview
• All editing & sharing FAQs