User Guide · Manage & reference

Troubleshooting and glossary.

Start with the smallest reversible check: confirm the project, creative, saved configuration, role, and input data. Preserve evidence before repeating a paid or externally visible action.

Audio is stale

Cause: text, voice, or a relevant generated-speech setting changed after the last synthesis.

Action: confirm the current copy and voice, synthesize the affected vocal again, then review downstream timing.

Synthesis does not finish

Do not click the action repeatedly.
Keep the project open briefly and check for a visible error.
Confirm account credits and service entitlement.
Try a short, plain paragraph to isolate input-specific behavior.
If still pending, capture project/creative name, time, action, and visible status for support.

Import remains pending

Import is asynchronous. Confirm that the source file still meets the accepted format and size, keep the job reference visible, and avoid submitting the same media again. If it does not advance, report source duration, options, start time, and current job state.

A paragraph or clip looks unexpected after reload

Confirm the active creative.
Compare visible script paragraphs with Vocal lane clips.
Do not type into an unintended empty paragraph.
Reload once before making further structural edits.
If the mismatch remains, preserve the project and report it rather than deleting content blindly.

A token has no value

Select it and inspect Dynamic Properties.
Confirm source, list/league/category, field, and spoken form.
Remember that the text visible in the editor is preview only; choose the listener location or the record to preview from the Criteria menu.
For POI, data collection, or feed data, configure Which record and use Test to see which record is selected.
Confirm that another creative, or No ad, covers requests where the value is missing.

A format row is blank or says it is no longer supported

A blank row can mean that occurrences grouped by the panel currently use different spoken forms. Choose a form only when you intend to apply it to that group. If Dynamic Properties names a retired format, review and click the offered replacement; reloading or saving alone deliberately leaves the old choice untouched.

A creative is selected but no ad is served

A required token may have had no value for that request. Delivery sets that creative aside and chooses again from the remaining creatives; it returns no ad only when none can be served. A sentence or clip is never silently removed to make a creative fit.

No records are eligible

Open Test in Which record and read why each candidate was excluded. Check the Include and Exclude rules, column types, coordinates, dates and status (including any rule on the match status), and the request parameters the rules read. Simplify one rule at a time to locate the exclusion, then restore the intended rule. Do not weaken production eligibility merely to make the test pass.

Quick preview differs from the download

This can be expected. Quick uses a client-side subset; the rendered output can include server-side ducking, master-bus processing, loudness, and reference mastering. Compare the download with HQ, not Quick alone.

Delivery status, taxonomy, or versions look empty

An empty-looking panel can reflect no data, insufficient role, a project mismatch, or a failed Delivery request.

Confirm the account and project.
Confirm publishing permissions and plan entitlement.
Reload once and check whether other Delivery panels load.
Do not publish or disable anything while state is uncertain.
Report project, account, timestamp, and the affected panels to support.

Publish outcome is unclear

Do not press Publish again immediately. Open Publish from the top bar and check the status and the version list. A result of Not published yet lists what to fix, and nothing that is live has changed. If there is no authoritative result, escalate with the approximate publish time and configuration identity.

An action is visible but returns access denied

Visible navigation does not grant permission. Confirm your role and account entitlement with an administrator. Never work around a denial by changing project, account, user, or list identifiers.

What to include in a support report

Identity — account, project, and creative names; omit passwords and API keys.
Time — timestamp and time zone.
Action — exact button or workflow.
Input — non-sensitive summary, format, and size.
State — visible status and whether it persisted after one reload.
Evidence — screenshot and downloaded/request ID when available.

Glossary

Term	Meaning
Project	The campaign workspace containing creatives, audio, dynamic configuration, production, and Delivery.
Creative	One message/treatment inside a project.
Clip	A timed vocal, music, or SFX media item.
Fresh / stale	Whether generated speech matches the current text and settings.
Dynamic segment	Script content with multiple approved values selected by a criterion.
Data token	A protected binding that inserts a formatted value from User context, a POI list, a data collection, or feed data.
Criteria	The Creatives-tab menu that chooses which option, listener location, or record the editor previews.
User context	The listener's location, local date and time, and weather, available as tokens and to rules.
Criterion	A business decision that selects a dynamic option.
Candidate	A record being considered by Which record.
Data collection	An account list of rows, such as products or offers, whose columns can be spoken and read by rules.
Include / Exclude	The Which record rules that keep a record, or drop it.
Strategy	How Which record selects one record from those that pass: Nearest, Earliest available, Best match, Priority order, or Share across listeners.
Record	The selected place, event, or data row supplying fields.
Computed field	A value derived from request or record data for reuse in rules/output.
Variant	A rendered combination of creative, dynamic values, production settings, and format.
Ducking	Automatic background attenuation around speech.
Master bus	The processing stage that receives the combined audio lanes.
Mastering	Final loudness, peak, tonal-reference, and output preparation.
Release	An immutable published snapshot used by Delivery.
Test selection	The Delivery dialog that shows which record, and in Conditional which creative, is selected for a listener you describe.
Delivery report	The report of what a published campaign played, to whom, where, and when.
VAST	A standard ad-serving response that describes media and tracking resources.