Connection drop and closing the app during video creation
Cloud work on one video has four steps: uploading the original, waiting in the queue, creating the video in the cloud, downloading the result. The app copes with a connection drop at every step, but in different ways. This page goes through each step and explains what can be continued and what cannot.
What happens when the connection drops
| Work step | What the app does |
|---|---|
| Uploading the original to the cloud | Repeats attempts; the pause between them grows |
| Waiting for the result to be ready | Shows "Lost connection to the cloud while checking the video creation status" |
| Downloading the finished result | Repeats attempts with no limit on their number |
The app does not repeat the upload of the original forever. The limit is set by the lifetime of the upload link - one hour. If the connection was down longer, the text "The video could not be uploaded to the cloud: the connection was down for more than an hour" appears.
Downloading the finished result has no limit on the number of attempts at all. The video is already created in the cloud, and a limit on the number of attempts would mean losing finished work. The limit here is different: the storage period in the cloud, the same 24 hours.
If the server is not responding
The work pauses entirely. The start bar shows the line "Paused, the server is not responding - retrying". The notification is called "The server is not responding". The text under it says: "The video queue has been saved. The work resumes as soon as the server replies."
The queue is kept. Finished files stay in place. The work continues by itself as soon as the connection is back.
The balance panel does not go blank during this time. The previous numbers stay on the screen with the mark "no connection · data from 14:20".
Cloud video creation statuses
Each video in the project's results table shows its status. Cloud work has twelve of them.
| Status | What it means |
|---|---|
| "Preparing the upload to the cloud" | The app builds the task and checks the file |
| "Uploading the video to the cloud" | The app uploads the original to the server |
| "Uploading media to the cloud (3/5)" | Uploading additional media: template video, audio, watermark |
| "Waiting for the original upload" | The upload of the original has not finished yet |
| "Waiting in the cloud queue" | The cloud accepted the task; work on it has not started yet |
| "Waiting in the cloud queue (4 ahead)" | The same, and you see the number of tasks ahead of yours |
| "Waiting for a free cloud thread" | All your cloud threads are busy with other videos |
| "Downloading the result" | The finished video is being downloaded to the device |
| "Downloading the result again..." | The first download attempt failed; the app repeats it |
| "Done (cloud)" | The video is created and saved in the save folder |
| "Cloud error" | The task failed |
| "Cloud error · credits refunded" | The task failed; the credits came back to the balance |
The first nine statuses are intermediate: work on the video is not finished yet. The last three are final: "Done (cloud)", "Cloud error" and "Cloud error · credits refunded". After them the app does not come back to this video.
Closing a tab and closing the app
The app asks again if the work is not finished yet. The title of the question is "Video creation is running". The buttons are "Close" and "Cancel". "Cancel" is selected by default, so an accidental press of Enter does not stop the work.
| What you close | Question text |
|---|---|
| A project tab | "Video creation is running in the project "My project". If you close the tab, it will stop." |
| The whole app | "Video creation is running in the project "My project". If you close the app, video creation will stop." |
| Several projects at once | "Video creation is running in these projects: "First", "Second"." |
The last line of the question is always the same: "Close anyway?"
After you agree, the app sends a cancel request to the cloud. The cloud stops work on the tasks that are not ready yet. Little time is set aside for this exchange. Closing cannot be held up longer: otherwise Windows would show "Not Responding".
Videos that are ready by this moment are not lost: the file stays in the cloud storage for 24 hours, and you can get it by hand.
The storage is opened through the global integrations. The menu button in the header of the main window, the "Global integrations" item, the "VUB Cloud" card, the "Open storage" button. Step-by-step instructions are on the Cloud storage page.
Shutting down and restarting the device
There is no question here: the app closes together with the system and does not have time to cancel the tasks.
- Local threads stop together with the app. Their work will have to be started again.
- The server finishes cloud tasks by itself. The results go to the storage.
- Finished videos are kept in the cloud for 24 hours. Get them from the "VUB Cloud storage" window.
The same is true for a power cut and for a crash.
What can be continued and what cannot
| Event | Can it be continued |
|---|---|
| Pause because of running out of credits | Yes. After a top-up the work continues by itself |
| Pause because of the daily video limit | Yes. After the limit resets the work continues by itself |
| Pause because the server is silent | Yes. The work continues by itself; the queue is saved |
| A drop while downloading the result | Yes. The app repeats the download by itself |
| A closed project tab | No. The queue will have to be started again |
| A closed app | No. Get the finished videos from the storage |
| A device restart | No. Get the finished videos from the storage |
| A result older than 24 hours | No. The file is no longer in the cloud |
When to write to support
- The result got lost, but the day of storage has not passed yet.
- The video is in the storage, but it cannot be downloaded.
Please give the project name and the start time in your request. The same is visible in the "Transaction history" window.
Frequently asked questions
The app closed during cloud work. Are the videos lost?
No. Tasks the cloud has already accepted run to the end, and the result is saved in the storage. Open the "VUB Cloud" global integration, press "Open storage" and download the files from there. The period is a day from the moment the video was created.
New files from the queue are no longer uploaded to the cloud, though. They will have to be started again.
What happens to the queue when the connection drops?
The queue is kept. The work pauses and continues by itself after the connection is back.
Why does the app take long to close?
It sends the cloud a request to cancel the tasks that are not ready yet. Without such a request the cloud would keep working on a video you no longer need. The wait is limited in time, so the window closes in any case.
The video in the cloud is ready, but the app shows an error. What do I do?
Open the "VUB Cloud storage" window and download the result by hand. This works within 24 hours after the video was created. Instructions are on the Cloud storage page.