Troubleshooting

Identify whether the problem concerns input, references, task execution, generated output or export. Keep the error ID, project and shot number instead of repeatedly submitting the same request.

Upload or parsing failure

• Scripts: DOC, DOCX, TXT, PDF or MD, up to 20 MB and 100,000 Chinese characters. PDFs should contain readable content.
• Remaster source: MP4/MOV, up to 200 MB and five minutes per episode.
• Do not refresh while uploading. Wait for every episode before entering Settings.
• Test one small file to isolate network or format issues before retrying an entire batch.

Missing Canvas or 3D Director

Both are enabled by default in CoolShowAI. Canvas is available from Inspiration Studio, Settings or Storyboards; 3D Director opens from a specific shot. Verify the project and workflow step, then ask an administrator to check the account and interface version if the entry is still missing.

Slow or incomplete analysis

Inspect task status and keep the error and ID. The guide's roughly 15-minute estimate for custom-rule tests is not a fixed completion time. Determine whether a job is still running before retrying; duplicate submissions can create duplicate tasks.

Incorrect character, voice or prop references

Verify that @ mentions point to real assets, especially after automatic matching, renaming, variant changes or late voice setup. Restored assets also need episode association and renewed mentions in affected shots.

Changing identity, clothing or screen direction

Reduce conflicting references. Assign separate responsibilities for identity, environment and blocking. Use clear character images and a relationship shot; maintain the axis. Test one shot before batching. See Continuity.

Rigid previs-driven motion

State that the reference defines key paths and positions while final generation supplies natural gait, turns and pauses. Do not demand frame-by-frame copying of simplified models. Exclude axes, paths and interface graphics.

Truncated dialogue or wrong language

Shorten dialogue or allow more time. Specify exact words, language, speaker and voice. Separate speaking turns and remove unnecessary audio. Check that the voice reference's original words have not become the new dialogue.

Canvas changes unexpectedly affect the project

Linked assets share current images and history; deleting the original deletes linked nodes. Removing a video from a workflow-linked episode sequence deletes its corresponding shot. Stop further edits, inspect available undo and saved versions, and determine the restoration scope.

Cannot append remaster episodes

Episodes cannot be appended after source analysis. Prepare the full set first. Storyboard reanalysis does not upload new episodes and also replaces existing prompts and videos.

Playback or export failure

Confirm that the selected video has a complete result. Check connectivity and browser media permissions. Open downloaded files in an independent player. Keep Jianying draft media directories with the draft rather than moving only the configuration.

Content review rejection

Read the actual notice and check usage permissions and content requirements for images, people, audio and text. Use clear, distinct, authorized character references. Do not distort, conceal or rename material to evade review. Keep the error ID for support.

What to include in a support report

Provide project and shot, time, model, steps, expected versus actual behavior, error ID and relevant screenshots. Remove passwords, verification codes, personal contacts and unrelated account information. Submit through the support entry currently provided in the studio.

An original character triggers a copyright-related error

A message such as The request failed because the output video may be related to copyright restrictions does not by itself establish the precise cause. Inspect references for unintended resemblance to existing people, characters or protected designs, and check authorization.

For an authorized original character, a clear single-person frontal close-up can reduce ambiguity from blurred profiles or mixed views. Keep unrelated people out of the identity reference. If the multi-view design itself is inconsistent, refine the original design before resubmitting. Do not use this to bypass review of a known restricted subject; retain the error and references for support.