What to do when your video won't generate or seems stuck

Video generation on Predis uses AI models that assemble visuals, audio, and text into a finished clip. Occasionally, a generation can stall, fail, or take longer than expected. This guide explains why that happens and walks you through the fastest path to a working video.

How long should a video take?

Generation time depends on what you're creating:

If your video is still within these windows, it's likely still processing normally — AI video rendering is compute-heavy and can't be rushed.

If the generation has been running for more than 20 minutes, something has probably gone wrong. Follow the steps below.

Step 1: Don't close the tab yet — but don't just wait forever either

When a video is generating, Predis processes it on our servers, not on your device. That means:

• Closing your browser won't cancel the generation. The job continues running in the background. You can leave the page and come back — check your Content Library for the finished video.
• But a frozen progress bar doesn't always mean progress. If the bar hasn't moved in over 5 minutes, the generation has likely stalled.

What to do: Wait up to 20 minutes from when you started. If nothing appears in your Content Library by then, move to Step 2.

Step 2: Check if the video actually completed

Sometimes the video finishes but the screen doesn't update — especially if your connection dropped briefly during rendering.

1. Go to your Content Library (left sidebar → Content Library).
2. Sort by most recent.
3. Look for the video you generated — it may already be there, ready to preview and download.

If it's there: the generation succeeded, the page just didn't refresh. You're done.

If it's not there: the generation failed silently. Move to Step 3.

Step 3: Rule out browser and connection issues

A small number of stuck generations are caused by something on the browser or network side, not on our servers.

Clear your browser cache

Cached data from a previous session can occasionally interfere with the generation UI.

• Chrome: Settings → Privacy and security → Delete browsing data → select "Cached images and files" → Delete
• Safari: Settings → Safari → Clear History and Website Data
• Edge: Settings → Privacy, search, and services → Choose what to clear → Cached images and files
• Firefox: Settings → Privacy & Security → Cookies and Site Data → Clear Data

After clearing, log back into Predis and try generating again.

Try a different browser or incognito mode

If you're using a browser with a lot of extensions (ad blockers, VPNs, privacy tools), these can occasionally block the API calls that report generation progress. Try:

• Opening Predis in an incognito / private window (no extensions loaded)
• Switching to Chrome if you're not already using it — it's our most-tested browser

Check your internet connection

Video generation happens on our servers, so your internet doesn't need to be fast. But it does need to be stable. If your connection drops during the handshake between your browser and our servers, the progress UI can freeze.

• Switch from mobile data to Wi-Fi (or vice versa)
• If you're on Wi-Fi, move closer to your router or restart it
• Try loading any other website to confirm your connection is working

Step 4: Simplify and regenerate

If the generation failed, the fastest fix is usually to simplify your request and try again. Complex videos have more points of failure — reducing complexity often resolves the issue on the first retry.

Shorten your script

Longer scripts require more audio rendering, more scene planning, and more avatar animation frames. If your script is over 150 words, try trimming it to under 100 for the first attempt. You can always generate a longer version once you've confirmed the shorter one works.

Switch your avatar

Certain avatar + language + script combinations occasionally trigger rendering edge cases. Trying a different avatar from the library — even a visually similar one — can route your job through a different rendering path and avoid the issue.

Reduce the number of scenes or visuals

If you've uploaded multiple product images or selected a multi-scene template, try generating with fewer visuals first. Single-scene videos with one product image have the highest success rate.

Change the aspect ratio

In rare cases, certain aspect ratios (especially non-standard custom sizes) can cause rendering failures. Try generating in 9:16 (the most commonly tested format) and see if the issue resolves.

Step 5: Check if it's a known issue on our side

Occasionally, our rendering infrastructure experiences high demand or temporary outages that affect all users. Before re-trying multiple times:

• Check our status updates — if we're aware of a system-wide issue, we'll post about it in the app or via email.
• If multiple videos fail in a row and your script is simple, the problem is likely on our side, not yours. Contact support rather than burning more credits on retries.

What happens to my credits if a video fails?

This is one of the most common concerns we hear, and it's a fair one.

• If the generation errored on our side (server timeout, rendering crash, model failure), you should not be charged. If you see credits deducted for a video that never appeared in your Content Library, contact support — we'll verify and refund immediately.
• If the generation completed but the output quality is poor, credits are considered used because the system did produce a result. However, if the output is clearly broken (distorted faces, missing audio, garbled text), let us know — we handle these on a case-by-case basis.
• If you cancelled mid-generation, credits may or may not be charged depending on how far the rendering progressed. Contact support if you're unsure.

Tip: Before generating an expensive video (long duration, avatar + voiceover + product imagery), start with a shorter test version to confirm everything works. A 15-second test costs fewer credits than a failed 60-second generation.

Common error messages and what they mean

If you see a specific error message instead of just a stuck progress bar, here's what each one typically indicates:

If you see an error not listed here, screenshot it and send it to support — it helps us diagnose faster.

Quick troubleshooting flowchart

Use this to decide your next step without reading the full guide:

1. Has it been less than 15 minutes? → Wait. Avatar videos take time.
2. Has it been over 20 minutes? → Check your Content Library. Is the video there?

• • Yes → Done. The page just didn't refresh.
  • No → Continue below.

3. Did you get an error message? → Look it up in the table above.
4. No error, just stuck? → Clear browser cache → try incognito → regenerate with a simpler script.
5. Failed again on retry? → Likely a server-side issue. Contact support with the details below.

When to contact support

Reach out to us if:

• The same video has failed 3 or more times after simplifying your script and switching avatars
• You were charged credits for a video that never appeared in your Content Library
• You see a visual glitch in the output (distorted avatar, missing audio, garbled text overlay)
• Multiple different videos are all failing — suggesting a system-wide issue rather than a script-specific one

How to reach us

• In-app chat: Click the chat icon in the bottom-right corner of your Predis dashboard
• Email: hello@predis.ai

What to include in your message

The more detail you give us, the faster we can help:

• Your account email (the one you use to log into Predis)
• The URL of the failed video — go to Content Library, find the entry, and copy the page URL. If the video never appeared, tell us the approximate time you started the generation.
• Your script or prompt — paste the text you entered so we can reproduce the issue
• The avatar and voice you selected (if you remember)
• Your browser and device (e.g., "Chrome on MacBook" or "Safari on iPhone 15")
• A screenshot of any error message — even if it's vague, the exact wording helps us trace it in our logs

Updated on: 17/04/2026