Hello, this morning I had a problem with the cleaning process while creating a video and when I try again now I'm stuck at step 4/4 preparing the video. I've already lost one credit. Can I turn off the computer or do I have to wait a long time, because it's already been more than 20 minutes when it usually takes less than 2 minutes? Kind regards
Hi Vincent, thanks for reaching out, and I’m sorry you ran into this issue. We experienced a short power cut, and the servers had some trouble restarting. During that time, your video was in the render queue and didn’t update properly.
I’ve just reset the render process, and as a way of saying sorry for the inconvenience, I’ve reimbursed you with 3 render credits. If you try rendering again now, it should work fine. Thanks a lot for your patience!
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Tobias Cichon
Sep 19, 2025
Hi Vincent, thanks for reaching out, and I’m sorry you ran into this issue. We experienced a short power cut, and the servers had some trouble restarting. During that time, your video was in the render queue and didn’t update properly.
I’ve just reset the render process, and as a way of saying sorry for the inconvenience, I’ve reimbursed you with 3 render credits. If you try rendering again now, it should work fine. Thanks a lot for your patience!