Troubleshooting

An upload fails

The Upload window shows the reason. Try Again uploads the encoded video again, with no new encode.

Check your network connection, then click Try Again.
If the connection drops again and again, open Kitset ▸ Settings… ▸ Uploads, and choose lower values for Parallel uploads and Part size, for example 2 and 8 MiB. Then click Try Again. Some networks, VPNs and proxies close connections that send a lot of data.
The Upload Log under the message shows each request and its result. Click Copy, and send the log to support.

A failed upload deletes the files that it uploaded, so no part of the video shows on your site.

A video does not play on the site

Open Site Settings ▸ Cloudflare, and click Upgrade…. The upgrade checks and repairs each setting, then tests the access of a player to your media hostname. See Upgrade a site.
If the test fails just after a repair, wait a few minutes and click Try Again. A new rule can need time to reach every Cloudflare location.
If the video plays on its page but its embed on your website shows an error, check the sites that can embed your videos. If your own player cannot play it, add your website to the list of other players.
If the player pages and the embeds all show a Cloudflare error, your site can have used the 100,000 Worker requests of the Workers Free plan for the day. See The daily limit of the Workers Free plan.

A folder with the badge Incomplete in the Library has no playlist, so it cannot play. Its publish stopped before the end. Delete it, and publish the video again.

A change does not show

A player page can stay in a cache for up to 60 seconds.
The playlists of a video, and its fixed poster address, can stay in a browser for up to 5 minutes. A new file, a new subtitle track or a new poster can take that long to show for a person who watched the video just before.
Visit Site in Site Settings ▸ Design opens a page with an address that skips the caches.
Another Mac sees a change after it reads the bucket again. Click Refresh in its Library.

“The old files can stay in the cache”

After a move, a delete or a replacement, Kitset clears the old files from the Cloudflare cache. When it cannot, it shows this warning. The change itself is complete. A person who knows the addresses of the old files can still download them from the cache for a time.

This can happen with an R2 API Token from an earlier version of Kitset, when you cancel the Touch ID prompt, or when Cloudflare refuses the request. An upgrade of the site can give this Mac a new token that can clear the cache.

Kitset cannot find the token of this Mac

The Library shows Set Up This Mac when the keychain has no R2 API Token for the site, for example after a restore of the Mac from a backup. Set up the site again with the same bucket, or join it with a setup code from a collaborator. Your videos and settings stay.

A bulk upload or a sync waits for another Mac

A site runs one bulk upload or Vimeo sync at a time, on all its Macs. The window names the Mac that runs. If that Mac stopped, for example in a crash, you can start after about 5 minutes.

An invite link works one time, for 7 days. Make a New Link in Site Settings ▸ Viewers.
A passkey belongs to one site and its page hostname. A viewer with a new device and a passkey that does not sync needs a new link.

Contact support

Email support@kitset.video. Tell us the version of Kitset and of macOS, what you did, and what you expected to happen. For a failed upload, paste the upload log.