Troubleshooting Pixop Studio

A processing job appears to be stalled

If a processing job appears to have stopped progressing, first refresh Pixop Studio and check whether the status changes.

Processing jobs can occasionally be interrupted by infrastructure or processing failures. Pixop is designed to recover from processing failures where possible.

If the job remains stalled, you can delete the processing job and start it again.

If the problem continues, contact [email protected] and include information about the affected video and processing job.

A processing job failed

Failed processing jobs are not charged.

You can try processing the video again using the same configuration.

If the same video or processing configuration fails repeatedly, contact [email protected] so we can investigate.

An upload was interrupted

If an upload is interrupted, you may be able to resume it instead of uploading the complete file again.

Select Resume upload and choose the same source file.

Pixop resumes the existing upload from where it stopped.

See Uploading and organizing videos for more information.

Pixop Studio is behaving unexpectedly

If the application does not respond as expected:

Refresh the page.
Try signing out and signing in again.
Make sure your browser allows the cookies required by Pixop Studio.
Try the operation again.

If the problem persists, contact [email protected] and include:

what you were trying to do
what happened instead
the affected project or video, if applicable
any error message you received

Screenshots can also be helpful when reporting a problem.

A video is marked as low quality

A Low quality indication means Pixop has detected characteristics such as noise, limited image detail, or other degradation that may affect the processing result.

Enhancement works best when the source contains enough real image information for the filters to work with. Very low-quality, heavily compressed, blurred, or degraded footage may therefore only be improved to a limited extent.

Process a short representative clip before processing the complete source so you can evaluate what can be achieved with the material.

See:

Processing takes longer than expected

Processing time depends on factors such as:

video duration
resolution
frame rate
selected filters
codec and encoding settings

AI-based restoration and high-resolution processing can take significantly longer than the duration of the source video.

See Processing times for more information.

I am not sure which processing settings to use

Start by processing the automatically created 10-second clip with one or more factory presets.

If the source contains visually different material, create additional clips from representative parts of the video and test those as well.

See Video quality, clips, and testing and Presets and processing settings.

I cannot upload, process, or download

Check that billing has been set up for your team.

For direct Pixop billing, your team must have valid payment information.

For AWS Marketplace billing, your Pixop team must be linked to an active AWS Marketplace subscription.

See Billing overview for details.

Need help?

If you cannot resolve the problem, contact [email protected].

Include as much relevant information as possible, such as the affected project, video, processing job, and any error message you received.