Note the exact stage before changing anything: selecting a file, uploading, creating a project or processing. Keep your original recording and existing project.
The file cannot be selected or opened
Check supported file types and codec compatibility. Play the original outside Gling. If it opens there but fails in Gling, try a short converted copy to distinguish a file compatibility problem from a project problem.
The upload stops
- Record the percentage or message currently shown.
- Check your internet connection and whether your browser or computer has gone to sleep.
- Keep the upload window open while it is still active.
- Before starting another upload, check your project list for an already-created project.
Do not repeatedly create copies of the same project while an earlier attempt is still processing.
The project is processing
Processing time varies with the recording and the work selected. If progress stops or an error appears, record the message and the time you started. Avoid deleting the project before support can investigate.
Contact support
Include your account email, project name, source file type, size and duration, Gling version and browser or desktop platform. Add the exact stage, error text and approximate start time with your time zone. A screenshot of the whole progress or error message helps.
Send a sample only if you are comfortable sharing it and it is relevant to the problem. Contact support.
If the app freezes or no speech is found
Use performance troubleshooting for a frozen app or preview. For a completed job with missing or incorrect words, check the language and spoken-content checks. Preserve the affected project before making another processing attempt.