Troubleshoot AI Search

Use this guide when AI Search does not show the expected results, displays an error, cannot preview a result, or cannot add a result to the timeline. The most useful first step is to identify the last action that worked: submitting the search, loading the result grid, opening a preview, or adding the selected result.

Identify the state you see

An empty search and a failed search can both leave the result area without cards, but they mean different things.

What you see	What it means	Best next step
`0 results` or a completed empty state	The search completed, but no matching media was found	Broaden the wording, remove one qualifier, or return the filter to All
Search failed or another error message	The search request did not complete successfully	Preserve the message and request details, then retry once
Search keeps loading	The request may still be pending or the connection may have stalled	Wait briefly; do not submit the same search repeatedly
Cards appear, but preview does not open or play	Search succeeded, but that result cannot currently be previewed	Try one other result and capture the affected result’s title or thumbnail
Preview works, but Add fails	The result was found, but it could not be placed into the edit	Confirm the timeline is ready, retry once, and collect the visible error
A result is added in an unexpected place	The insert succeeded at a different playhead or track position	Undo once, set the playhead and target track, then add the result again

Keep the original query long enough to determine whether the issue is an empty result set or a failed request. Changing the query immediately can make two different outcomes look like the same problem.

Quick troubleshooting flow

Start with a reproducible search

If you need to compare results across attempts, use the same workspace, draft, filter, and query. This example is specific enough to make the test easy to recognize:

misty landscapes, tea estates

Select All, submit the query once, and record:

The local time and time zone
The active workspace name and video draft title
The selected AI Search filter
The result-count text or exact error message
Whether result cards appeared
Whether preview and Add worked

Take a screenshot before refreshing if the error is visible. Include the entire AI Search panel and enough of the editor to show the draft is open, but exclude private browser information and unrelated workspace content.

Check the editor context

Before investigating the search itself, confirm the editor is ready:

Make sure the expected workspace is active.
Confirm the correct video draft is open and has finished loading.
Wait for any active save or media-loading indicator to settle.
Open AI Search and select the intended filter.
Submit the query once and wait for a completed state.

If the Search action is unavailable, reload the video draft and reopen AI Search. If the action remains unavailable, capture a screenshot and contact Tessact Support rather than repeatedly signing out or changing workspace settings.

When the search returns no results

A completed 0 results state is not an error. It means the search ran successfully but did not find a close enough match for the current wording and filter. Refine the search one change at a time:

Switch the filter to All.
Remove one descriptive phrase. For example, try tea estates.
Replace a highly specific visual adjective with a broader term.
Check spelling and place names.
Submit once and compare the new count.

Avoid changing several terms and the filter at the same time. A single change makes it easier to understand which refinement improved the results.

A successful empty search does not change the video draft. You can safely adjust the query without affecting the timeline.

When the search displays an error

Preserve the exact message before refreshing. Error wording, time, HTTP status, and a request ID can help Tessact Support locate the affected attempt much faster. Try this recovery sequence:

Confirm the internet connection is stable.
Wait for any pending request to finish.
Allow the current draft to finish saving.
Reload the draft if the editor appears out of date.
Reopen AI Search, restore the same filter, and submit the same query once.
If the same error returns, stop retrying and collect the support details below.

Repeated submissions can make troubleshooting harder and may temporarily increase wait times. One retry after restoring the editor context is usually enough to determine whether the issue was temporary.

Capture request evidence in the browser

This section is optional. Use it when Tessact Support asks for additional technical detail or when you are comfortable using browser developer tools.

Open the Network panel

Open your browser’s developer tools, choose Network, and keep the panel open. Do not enable options that export cookies or browser storage.

Submit one identifiable search

In AI Search, submit misty landscapes, tea estates once. Use the request start time to identify the new search request in the Network list.

Record the safe fields

Note the HTTP method and status, total duration, environment hostname, and any request, correlation, or trace ID shown in the response headers. Also record the short error detail if one is present.

Redact before sharing

Review screenshots or copied values and remove authentication headers, cookies, signed URLs, and unrelated query parameters before sending them to Tessact Support.

The following evidence is useful and generally safe to share after review:

Evidence	Why it helps
Local time and time zone	Narrows the search window for the affected request
Environment hostname	Identifies where the editor was opened
HTTP method and status	Distinguishes a completed request from a connection or service error
Request duration	Shows whether the response failed quickly or timed out
Request, correlation, or trace ID	Allows Support to correlate your report with service records
Exact visible error message	Preserves the customer-facing explanation shown by the editor
Query and selected filter	Makes the reported behavior reproducible
Browser and operating-system version	Helps identify browser-specific playback or network behavior

Never share passwords, session cookies, bearer tokens, authorization headers, signed media URLs, full browser-storage exports, or unredacted network archives. If Tessact Support needs a network archive, review and sanitize it before sending.

Understand common HTTP statuses

If you captured an HTTP status in the Network panel, use this table as a first interpretation. The visible editor message remains the primary guidance.

Status or browser evidence	What it commonly indicates	What to do
`2xx` with `0 results` in the editor	The request completed with no close matches	Broaden the query or select All
`400` or `422`	The request could not be accepted	Capture the message and request ID; retry once after reloading the draft
`401`	The signed-in session may have expired	Sign in again through the normal login flow, reopen the draft, and retry once
`403`	The current account may not have access to the active workspace or draft	Confirm the active workspace and your membership; contact an administrator if needed
`404`	The requested service was not available at the current address	Confirm you are using the correct Tessact environment and contact Support if it persists
`429`	Too many requests were submitted in a short period	Stop retrying and wait for the indicated period before trying again
`500`, `502`, or `504`	A temporary service or gateway error occurred	Record the time and request ID, wait briefly, and retry once
`503`	AI Search was temporarily unavailable	Wait briefly, retry once, and contact Support if it remains unavailable
Canceled or aborted	The page changed, the request was replaced, or the connection ended	Keep the draft open and submit once more after the editor is stable
Browser network or CORS error	The browser, network, proxy, or security policy blocked completion	Capture the browser error and hostname; check whether another network has the same issue

A 5xx response is not a sign that the wording is too complex. Keep the original query, wait briefly, and retry once instead of repeatedly rewriting a valid search.

When cards appear but preview fails

If result cards are visible, the search has completed. A preview problem is usually limited to the selected result or to media playback in the browser. Check the following:

Open one other result to learn whether the issue affects a single card or every card.
Confirm the browser tab is allowed to play media.
Check whether a company network, VPN, proxy, or privacy extension is blocking media playback.
Reload the draft once if the poster remains blank or playback never starts.
Record the affected card’s visible title, source label, or thumbnail position.
Note whether the poster loaded, whether audio was present, and whether the preview began at the expected moment.

Do not repeatedly click the same result while its preview is loading. If multiple results fail in the same way, include the browser version and a redacted screenshot of the Network error in the support report.

When preview works but Add fails

A working preview confirms that the result can be viewed, but adding it also requires the editor and timeline to be ready.

Close the preview and confirm the draft is still responsive.
Place the playhead at the intended time.
Select or hover the intended track when the editing action requires a target track.
Open the result again and choose Add once.
Wait for the progress indicator or confirmation message to finish.
If an error appears, record its exact wording and confirm that no partial layer was added.

If a partial or unexpected layer appears, use Undo once before another attempt. Include the approximate playhead time, intended track, result identity, and the action used to add it in the support report.

When a result is placed incorrectly

If the correct result appears at the wrong time or on the wrong track:

Undo the insertion once.
Move the playhead to the intended frame or time.
Confirm the target track is visible and unlocked.
Repeat the same add or drag action.
Check the added clip’s start point and selected range before continuing.

If the same result is consistently offset, report both the expected and actual timeline positions. Also include whether you clicked Add or dragged the result, because those interactions can use different placement context.

Safe retry boundaries

Submit a search only once while a loading indicator is active.
Retry once after restoring the signed-in session, workspace, or draft context.
For a persistent 5xx response, wait briefly and retry once; then contact Tessact Support.
Do not repeatedly click Add while an insertion is pending.
After a failed add, confirm that no layer was created before trying again.
Use Undo if an incomplete or incorrectly placed layer appears.
Keep credentials and private media links out of screenshots and reports.
Do not clear browser storage unless Tessact Support specifically asks you to do so and you understand that it will sign you out.

Contact Tessact Support

Send the smallest complete report that reproduces the issue. You can copy this template:

Video draft title:
Active workspace name:
Environment hostname:
Browser and operating-system version:
Query: misty landscapes, tea estates
Filter: All / Visual / Dialogue / Audio
Observed local time and time zone:
Visible result count or exact error message:
Did result cards appear? yes / no
Did preview work? yes / no / not reached
Did Add work? yes / no / not reached
Action used: Add / drag / not reached
Expected timeline position and track:
Actual timeline position and track:
Was the draft unchanged after the failure? yes / no / unsure
HTTP status and request duration, if available:
Request, correlation, or trace ID, if available:
Did the issue repeat after one reload and retry? yes / no
Screenshot attached and reviewed for secrets? yes / no

Include the video draft title, workspace name, approximate time, exact query, selected filter, and a redacted screenshot whenever possible. These details usually provide enough context for Tessact Support to investigate without exposing credentials or private browser data.

Start here

Workspace

Core editing

Timeline

Canvas and layout

Media

Layers and inspectors

Effects and shadows

Audio

Captions

Animation and keyframes

Collaboration and recovery

Render

Reference

Troubleshooting

Identify the state you see

Quick troubleshooting flow

Start with a reproducible search

Check the editor context

When the search returns no results

When the search displays an error

Capture request evidence in the browser

Understand common HTTP statuses

When cards appear but preview fails

When preview works but Add fails

When a result is placed incorrectly

Safe retry boundaries

Contact Tessact Support

​Identify the state you see

​Quick troubleshooting flow

​Start with a reproducible search

​Check the editor context

​When the search returns no results

​When the search displays an error

​Capture request evidence in the browser

​Understand common HTTP statuses

​When cards appear but preview fails

​When preview works but Add fails

​When a result is placed incorrectly

​Safe retry boundaries

​Contact Tessact Support

Identify the state you see

Quick troubleshooting flow

Start with a reproducible search

Check the editor context

When the search returns no results

When the search displays an error

Capture request evidence in the browser

Understand common HTTP statuses

When cards appear but preview fails

When preview works but Add fails

When a result is placed incorrectly

Safe retry boundaries

Contact Tessact Support