Troubleshoot issues

When a generation fails, a file will not upload, or a canvas does not sync, preserve the details first. The complete error, time, canvas link, and failed node help identify where the problem occurred. Repeated refreshing or resubmitting can remove useful clues.

What to do in the first two minutes

1. Take a screenshot or copy the complete error message;
2. Note the time and the action you had just taken;
3. Save the canvas link and the relevant node or task name;
4. Check the network connection and your available Tapies;
5. Retry once and see whether the same error returns.

If the canvas still opens, do not delete the failed node yet. Its input, settings, and task state are usually more useful than a general report that says only “generation failed.”

Check your browser and device

Use the latest version of a desktop browser. The minimum versions currently shown by the product are:

• Chrome 111 or later;
• Edge 111 or later;
• Firefox 115 or later;
• Safari 16.4 or later.

Full creation workflows are not currently supported on mobile devices. Browser extensions, strict privacy settings, or a company network policy can also affect uploads, payments, and real-time connections.

If the page behaves unexpectedly, open the same canvas in a private or incognito window. If it works there, the issue is usually related to an extension, browser cache, or privacy setting.

A generation task failed

1. Read the exact error and task status;
2. Check your Tapies balance and network;
3. Confirm that the input file is still available;
4. Shorten the duration, reduce the number of results, or remove unrelated references;
5. Switch to a model that is currently available;
6. Wait, then retry once instead of submitting the same task repeatedly.

If the task fails only with one model or one type of input, keep the smallest reproducible version: one input, one model, and one set of settings. This makes it easier to separate an asset, model, or network issue.

The canvas did not save or sync

• Keep the page open and wait for the connection to return;
• Do not edit the same canvas in several tabs;
• After reconnecting, check recent nodes, connections, and the Playlist;
• Check History for generated content you may need to add back.

After reconnecting, do more than check whether the page looks normal. Confirm that recently created nodes, connections, Playlist order, and text changes are still present.

An upload failed

• Check the format and size shown by the current upload entry;
• Retry with a simple file name using English letters or numbers;
• Confirm that the file is not damaged;
• Switch to a stable network and upload again.

If the same file continues to fail, open it in a local application and export it again, then test with a smaller file. If the test succeeds, continue checking the original file’s encoding, format, or size.

An App cannot read or sync content

1. Confirm that the canvas is using the correct team and account;
2. Check that the App is still authorized;
3. Confirm that its access includes the target document, channel, or file;
4. Tell Agent exactly which source and time range to read;
5. If the source was just updated, read it again before continuing.

An authorized App may still be unable to access an entire workspace. Company administration, document permissions, and channel settings continue to control what it can see.

Sharing or publishing failed

• Test the share link in a private or incognito window;
• Confirm that the original canvas still exists;
• Before publishing, check the video, cover image, title, and required subtitles;
• Wait for review or subtitle processing to finish;
• Arena submissions must also meet the current event status, duration, category, and submission limits.

If the link opens in a private window, external access is usually working. If only canvas members can open it, review the share scope or publishing status.

A payment status looks wrong

Do not submit the same payment repeatedly. Wait a few minutes, then check your benefits and billing records. Keep the order number, transaction time, amount, and displayed payment status.

Write reproducible steps

In the canvas feedback entry, include:

• What you were doing;
• What you expected to happen;
• What actually happened;
• Whether the issue can be reproduced consistently;
• An optional screenshot and the current canvas link.

Before submitting, check which details the interface has attached automatically. If the canvas link, failed node, error message, or time is missing, add it manually.

A useful report can look like this:

On July 27 at 3:20 PM, I selected the product image in the “Perfume Ad” canvas and started image generation. The task failed, and one retry showed the same error. The canvas link, failed node, and full screenshot are attached. The issue still occurred after changing networks.

Contact support

If you still need help, email contact@tamaredge.ai and include:

• Your account identifier;
• The canvas link and relevant node;
• The time the issue occurred;
• A complete screenshot of the error;
• The steps you have already tried.

Do not send passwords, secret keys, or full payment card details. For a payment issue, provide only the order number, amount, time, and status shown in the interface.