Help
Support
Contact us at
What to Include
- Virtual Editor version.
- Operating system and version.
- Whether you are using the packaged app or a development build.
- Whether the issue happened during import, editing, preview, export, or Viewer handoff.
- The file types involved: reaction MP4, sync JSON, optional composite MP4.
- Any visible error message.
- Whether the issue reproduces with a small test package.
Do not send private videos or personal files unless support explicitly asks for a sample and you are comfortable sharing it.
Common Checks
- Confirm the reaction MP4 and sync JSON use the same filename stem when preparing a Viewer package.
- Confirm the optional composite MP4 is present only when the sync JSON references it.
- Re-export the package if the Viewer reports mismatched sync timing.
- Try a short test export to confirm the output folder is writable.
- If YouTube sync appears wrong after upload, wait until YouTube processing finishes and test again.
Known External Dependencies
- YouTube preview and uploaded playback depend on YouTube availability and processing.
- macOS external distribution requires a Developer ID signed and notarized build.
- Windows Store distribution requires Store package identity values from Partner Center.