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, and field.
- Provide representative request parameters.
- For POI/feed data, configure and evaluate Which record.
- Check the default or fallback copy.
No records are eligible
Inspect candidate set, filters, exclusions, types, coordinates, dates/status, and required request parameters. Temporarily simplify one stage at a time to locate the exclusion, then restore the intended rule. Do not weaken production eligibility merely to make the preview green.
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 looks 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. Check Versions and status, then run a read-only preview or status check. 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 value from user context, POI, or feed data. |
| Criterion | A business decision that selects a dynamic option. |
| Candidate | A record being considered by Which record. |
| Record | The selected POI, event, or feed entity 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. |
| VAST | A standard ad-serving response that describes media and tracking resources. |