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Troubleshoot MP4 export and missing downloads
Check export start, processing and download problems, including where the MP4 was saved.
- Identify whether export fails before starting, during processing or after downloading begins.
- Try about 10 seconds with audio at 720p, then restore duration and resolution one at a time.
- Check saving in the browser’s downloads list. Export requires desktop Chrome or Edge.
1. Export cannot start
Press Play below the preview and check that the position advances and audio plays. If playback fails too, start with audio import and playback.
Open Clip range and check that End point is later than Start point and Selected range has the intended length. Select Export at the top, choose a Resolution, and inspect the output dimensions and duration below Export MP4.
Read any compatibility or plan-limit message before proceeding. Check the supported browsers for the current requirements.
2. Processing appears to stop
During export, the panel shows encoding status, a percentage and Cancel. A percentage that remains unchanged for a while does not by itself prove failure. Note the message, percentage, selected duration and resolution. Keep the tab open and the device awake.
Cancel stops the export while keeping the current media and settings available for a retry. If an error appears, use a short section before repeating the same long export.
Try about 10 seconds containing sound at 720p. If that succeeds, extend the range while keeping resolution unchanged, then restore the intended resolution. Changing one condition at a time makes the result easier to explain.
3. Export finishes but the file is missing
Open the browser's downloads list and find the MP4. If the download is complete, open it or reveal its location. If your browser asks where to save each file, check whether a save prompt still needs attention.
Read any browser message about a blocked or interrupted download. Sonoray's download-start message means the download was initiated; verify completion in the browser. Check each file separately when exporting several videos.
A file that exists but will not play, has no sound or ends early is a different problem from an unknown save location. Keep that file and note the symptom.
4. Before exporting a long recording
For a long recording, such as an hour of BGM, test a short passage with the same background, visualizer and resolution. Check available duration and resolution in Export and on the pricing page.
Leave sufficient storage space, keep the device awake and avoid starting other heavy work during export. Export speed depends on device performance, browser, resolution and other conditions.
If the problem persists, contact Sonoray with your browser, whether it fails before starting, during processing or after downloading begins, and the displayed message.