Import stuck or failed
How to tell still-working from stuck, the quick fixes that usually work, and the known import limitations.
Most imports finish in minutes, but transcription and analysis time scales with footage length. Here's how to tell "still working" from "stuck", and what to do about failures.
Still processing, or stuck?
- Each clip shows a progress indicator while it transcribes and analyzes. Long footage (an hour of multicam, say) legitimately takes a while.
- Import now shows a measured upload time and a processing estimate learned from similar past imports — if the estimate has come and gone by a wide margin with no progress, treat it as stuck.
- Eddie monitors imports for stalls and will surface an error rather than spin forever.
Quick fixes
- Refresh the page — the import continues server-side; refreshing just re-syncs the view.
- Re-upload the clip — transient upload failures are the most common cause.
- Check the file — does it play locally? A truncated or corrupt file fails analysis.
- Cloud imports failing? A VPN or firewall is the usual cause — see Connect cloud storage.
Known limitations
- Audio-only files (for example WAV) can currently fail at the analysis stage — import the audio inside a video container, or reach out and we'll help.
- Very large batches — up to 12 files upload at once; add the rest in a second pass.
Still stuck?
Email hey@heyeddie.ai with the project name and roughly when you started the import — see Contact support.