Troubleshooting
Troubleshooting
By Support1 author12 articles
- How to Send Log Files for Troubleshooting in Eddie Desktop AppGo to the "Help" menu and choose "Submit logs for support"
- Workaround for files of short durationCreate a timeline with all the short clips and then import the timeline
- Supported File Formats / Codecs / ContainersEddie AI supports videos in specific containers and codecs
- VPN/Firewalls can cause import failsIf you are on a work computer where there is a VPN/Firewall blocking importing to Eddie, your projects will fail
- Multi-Track Audio Support - DetailsEddie can support multi-track audio when you import clips via Premiere/Resolve and using the Eddie extension
- Video Playback - Issues, SolutionIf the video player isn't playing your audio/video, change the playback option by clicking the gear icon on the bottom-right of the video player
- Hack to import audio filesDrop audio files onto a timeline in DaVinci Resolve / Adobe Premiere and then import that timeline into Eddie
- Your video is "black"The top track in your multicam clip is enabled but empty leading to a black video when it is flattened in the transcoding
- Why can't I export my Rough Cut editYou need to complete the edit of all the beats first and get to Final Cut. Then you can export.
- Vertical Export Supported / Not SupportedEddie does not export to vertical if you imported into Eddie multicams/timelines
- Low res when exporting to MP4Go to the Settings > Transcode Resolution > 1080p
- SSO / SAML Sign-In for Eddie AIEddie AI supports Single Sign-On (SSO) and SAML authentication for enterprise teams that want secure, centralized access management.