Did you receive an alert that “We we’re unable to process this file”?
Usually this happens when the audio or video is corrupted (our system can't read the file properly) or a video was uploaded that does not have an audio channel. Please check if this is the case for the audio of video file you are working with.
In extremely rare instances there are other reasons that our AI could not process your file.
Our development team can run the file manually in our testing environment if this isn't the issue.
Please email us at support@cockatoo.com