Import stuck or failed

Import taking forever or showing a huge time estimate

If the upload progress shows something like "400+ hours remaining," that's almost always a bad estimate from a stalled or crawling transfer — not a real forecast. Most imports finish in minutes. If the estimate keeps climbing instead of coming down, treat it as stuck rather than trusting the number.

What to try:

• Refresh the project and check list_sources (or the Sources panel) to see what has actually landed.
• Re-check your network connection — large multicam uploads are sensitive to unstable connections.
• If it's genuinely stuck, cancel and retry the import rather than waiting out the estimate.

Some files are missing after import

Sometimes you upload multiple files (extra camera angles, a separate audio file, etc.) but only some of them show up as sources in the project — the rest never arrive, and they're not sitting anywhere as A-roll, B-roll, or ungrouped.

This means the upload for those specific files didn't complete — Eddie can only work with files that actually finished landing as sources. There's currently no way to "recover" a file that never made it in; you'll need to re-upload the missing ones.

Eddie now tells you when this happens rather than counting the missing files as progress: the project-ready email lists any files that did not make it into the project, by name.

If this happens to you:

1. Check list_sources (or the Sources panel) to see exactly which files are present, or the ready email's missing-files list.
2. Re-attempt the upload for anything missing — don't assume a support fix alone will make skipped files reappear; you usually need to re-import after a fix is applied.
3. If credits were charged for a failed import, they should be refunded automatically — check your credit history.

Separate recorder audio (WAV) didn't come in from the desktop app

If your cameras imported but the separate audio files from a field recorder (Sound Devices, Zoom, Tascam and similar) show as failed or missing — the message reads "never reached Eddie" or "stopped before it was uploaded" — the desktop app stopped those files on your machine before they were uploaded. Your originals are untouched. Import them again first. If the same files fail a second time, the file itself is what's stopping the app: in your recorder's software or your NLE, export each one as a stereo mixdown WAV (a multi-track "poly" WAV holds every microphone as its own channel) and import those copies instead. The camera angles and their timecode sync are unaffected either way — the transcript comes from camera audio until the recorder files are in.

A Google Drive file reached its download limit

Google Drive caps how many times one file can be downloaded in a day. A file shared by link with many people often reaches that cap. The cap belongs to the file, not to you or to Eddie, so importing the same link again soon fails the same way. The import shows Daily download cap next to the file.

To import it now:

1. Pick the file from Google Drive with the Google Drive button, or add it from your computer.
2. Or make your own copy in Google Drive (File > Make a copy) and import your copy. A copy has its own download limit.

The original file imports again only after Google resets its cap, which can take up to 24 hours.

When the whole import fails

A failed import keeps its card on your dashboard until you dismiss it, with the actual reason it failed — including whether the fault was on our side (your footage was fine) or with the media itself — and a Retry. Anything charged is refunded automatically. One specific case worth knowing: a file whose container carries no duration at all (some in-browser screen recordings used to do this) is now either measured and imported normally or, if it's genuinely unreadable, fails right away with a message asking you to re-export that file — not hours later.

If files still won't come through after retrying, contact support with the project name and which filenames are missing.