Understand generation status, retries, and recovery
Long-running work is tied to its conversation. Leave and return safely, identify a true failure, retry the smallest useful step, and share useful details with Support. Use this guide when a video has been processing for a long time and you need to tell whether it is still running or needs recovery.
Written By Rishikesh from ngram
Last updated 1 day ago
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Use this when
Use this guide when a video, regeneration, storyboard, or scene appears stuck; chat times out; an instruction never reaches a result; or a completed status has no output. It helps you distinguish work that is still running or waiting for input from a failed step, then make one work-preserving recovery attempt.
This guide does not repair a completed video that simply missed the brief, reconcile an exported file that differs from its preview, or promise a credit adjustment. Use the related prompt, export, or Usage guide for those outcomes.
Before you start
Keep the exact conversation, editor, or Tool-result URL and the last visible status. Check the active account or team, plan, credits, browser, and approximate time before retrying a potentially expensive operation.
Why time varies
- Video length and number of scenes
- Source collection and Deep Research
- Selected text, image, and video models
- Narration, music, transitions, and media processing
- Current system demand
You can leave and return
Agentic runs use durable workflow and reconnection behavior. You do not need to keep the same page continuously visible. Reopen the conversation from Recents or Projects to restore its current status and continue when the workflow completes or needs input.
Recover a stuck generation, chat timeout, or storyboard failure
- Reopen the exact conversation and read the latest visible status.
- Check whether the run is waiting for approval, a source, a voice, or more credits.
- Preserve the current project: copy any unsent instructions, keep the project URL, and note the last completed scene or output before taking another action.
- If the page offers Retry or Recover, use it once for the smallest failed unit—for example, one scene instead of the whole video. Review any displayed credit estimate before confirming.
- Verify that the status changes or the missing result appears. If the same step fails again, do not start another retry; review Usage if credits may have changed and contact Support.
When chat timed out or ignored an instruction
Reopen the same conversation and read the latest status before submitting anything again. If the instruction did not complete and the page offers Retry or Recover, retry that smallest instruction once. If chat times out again or the instruction remains unapplied, stop and contact Support.
When the storyboard or one scene will not generate
Check whether the conversation is waiting for approval, a source, a voice, or more credits. Preserve the rest of the project and use one visible recovery action for only the storyboard or failed scene. If that smallest attempt fails, do not restart the entire video; contact Support.
Expected result
The same conversation should show a new visible status, request the missing input, or surface the recovered scene, storyboard, or video. Reopening the conversation does not require you to keep the original tab open while durable work continues.
Already retried once and generation is still stuck
Stop and contact Support when there is no visible state change for an extended period, the one recovery attempt fails, the same chat instruction remains unapplied, or the output is missing after a completed status. Include the conversation or project URL, approximate timestamp, last visible message or error, browser, whether you retried once, and whether Usage shows a credit change. Never send passwords, API keys, or private source files in the first message.
Generation recovery FAQ
Can I close the tab while my video is generating?
Yes. Long-running work is tied to the conversation. Return through Projects, reopen the same conversation, and read its current status before taking another action.
The chat timed out and ignored my instruction. What should I do?
Reopen the same conversation and check its latest status first. If it offers Retry or Recover, use that action once for the smallest failed step. If the instruction still does not apply, stop and contact Support with the project URL, time, visible message, browser, and any credit change.
Should I regenerate the entire video when one scene fails?
No. Preserve the completed work and retry only the failed scene once when that option is available. Repeating a whole-video generation can create unnecessary work and credit use.
What should I do if the storyboard will not generate?
The conversation may still be running, waiting for an approval or source, or may have failed. Reopen it, read the latest status, and use one visible recovery action if offered. Contact Support if the storyboard remains missing after a completed status or that one attempt.
Does a failed generation automatically return credits?
Do not assume that a visible failure automatically changes the credit balance. Check Usage for the related event. Support reviews credit questions and adjustments; this recovery guide cannot promise an outcome.
I already retried once and the generation is still stuck. What should I do?
Do not retry again. Contact Support with the project URL, approximate time, last visible status or error, browser, confirmation that you retried once, and whether Usage shows a credit change.
I already retried the smallest instruction and chat timed out again. What should I do?
Stop sending the instruction again and contact Support. Include the conversation URL, approximate time, exact instruction, last visible status or error, browser, confirmation that the smallest retry also timed out, and whether Usage shows a credit change.
Keep going
- Manage projects, conversations, and Tool results — Find, reopen, filter, rename, and delete work in the current Projects experience.
- Understand credits — Understand credit estimates, reservations, charges, plan grants, top-ups, and auto top-up.
- Review your usage history — Use the current Usage page to understand credit activity and investigate unexpected charges.
- Download and export a video — Download an MP4 from an agentic video or editor project at the current plan resolution.
- Use Help and contact Support — Choose the right help channel and include useful, privacy-safe diagnostic details.
Continue in ngram
Open the relevant Studio surface and follow the current controls shown in your account.