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Troubleshooting & support
When something misbehaves. Fixes first, then how to reach us.
6 articlesContact supportEmail hey@heyeddie.ai — or ask Eddie in the app first; it answers from these articles and links you to them.Getting an Eddie timeline into DaVinci ResolveThree routes into Resolve — a new .drp project, an FCPXML into the project you have open, or Send to Resolve from the desktop app — and what to do when one lands wrong.Import stuck or failedIf your import stalls, shows a wildly wrong time estimate, or some of your files never show up in the project, here's what's happening and what to do.Playback problems: stutter, buffering, black framesStutter, buffering or black frames in the player — what helps, and why your exports are never affected.Premiere won't import the XMLWhen Premiere refuses the XML or the timeline comes in wrong — re-export first, then work down the list.Some of my files are missing after uploadingIf you uploaded several files but only some show up in your project, here's what's happening and what to do.
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