Editor loading and recovery

A video draft may become visible in stages. The editor interface, saved layers, collaborator activity, media previews, filmstrips, and waveforms can finish loading at different times.

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Identify what is affected

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Safe recovery sequence

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Blank or incomplete timeline

Before assuming content was lost:

1. Fit the full timeline with \\.
2. Scroll vertically through the track area.
3. Clear selection and check whether tracks are hidden.
4. Seek with Home and End to confirm the composition range.
5. Open Canvas settings with Cmd/Ctrl+8 and inspect duration.
6. Reopen the draft from the Library and compare the saved result.

If the duration is nonzero but no layers are visible, capture a screenshot of the full editor before making structural changes. If support requests browser diagnostics, capture only the relevant failed request names and status codes; do not include access tokens, credentials, or private media links.

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Live collaboration is missing or stale

Signs of a connection problem include:

• collaborators disappear unexpectedly;
• remote pointers stop moving;
• another person’s completed edits do not appear after a reasonable wait;
• the draft repeatedly changes after connectivity returns;
• two freshly reopened sessions continue to show different results.

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Recovery

• Choose one tab as the authoritative editing session and close duplicate draft tabs.
• Restore stable connectivity.
• Stop dragging and typing so autosave can finish.
• Refresh a non-authoritative tab first and compare the result.
• If the difference remains, record the approximate time, affected layer names, and the order in which each person edited.

Do not rely on another collaborator’s undo to reverse your action. Each person has local undo history; when ownership is uncertain, agree on the desired result and make an explicit correction.

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Changes do not stay applied

If controls are disabled, a change immediately reverts, or the draft appears view-only, check:

• workspace membership and permission;
• whether the draft is still accessible from the Library;
• whether the sign-in session expired;
• whether another organization or workspace is active;
• whether the browser is blocking required site storage or network access.

After restoring access, sign in again if needed and reopen the draft from the Library.

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Browser storage and cache

The browser keeps disposable filmstrip and waveform previews along with local preferences. Storage problems can affect these editor conveniences without changing the saved video draft. Before clearing site data:

1. Confirm recent creative changes are present after a clean reload.
2. Expect to sign in again.
3. Expect filmstrips and waveforms to rebuild.
4. Expect session-only preferences and undo history to reset.

Do not clear all browser data as the first response to a media-only problem.

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Gather a useful support report

Include:

• workspace name and draft name;
• exact local time and time zone;
• browser name and version;
• operating system and device model;
• whether one or multiple tabs were open;
• last successful action;
• visible error message, if any;
• whether one refresh and a Library reopen changed the result;
• whether another signed-in browser sees the same saved draft;
• screenshots of the full editor and affected panel;
• a short screen recording for intermittent problems.

Never share your password, access tokens, or private media URLs in a support report.