Account and help
Troubleshooting
Most problems come from where a file lives or whether it can be read. CutroomOS keeps these states separate so you can see what to fix.
A drive is disconnected
Videos on the drive stay in your library with their metadata, marked with the drive name. Whether they can still be searched depends on whether the needed index and service are available. Playing a moment needs an available copy of the file.
Reconnect the drive, or locate another verified copy. CutroomOS does not retry indefinitely against an absent drive.
A file is missing
The library shows the last known location with a missing badge. Use Locate file to point to the new location, or Refresh the folder. A moved file is only matched to its existing index after its content is verified, not by filename alone.
Permission denied
macOS may block access to a folder or file. Restore permission for CutroomOS in System Settings, then refresh the folder. Partially readable folders show which items could not be read.
A file’s content changed
Modifying a file at the same path creates a new revision. Earlier citations are marked stale. Index the new version, or inspect the old evidence with an explicit warning.
Indexing failed or is waiting
- Waiting for file: the file is still being copied or written. Indexing starts when it is stable.
- Failed: open the job in Activity to see the reason. Transient failures retry automatically with backoff; persistent ones need your action.
- Waiting: work is held for a stated reason, such as a disconnected drive, no connection or low disk space.
- Unsupported: the format cannot be indexed, or cannot be played in the app. You can still reveal the file and open it elsewhere.
Still stuck
Email us at admin@cutroomos.com with what you were doing and what you saw. Please don’t attach footage or anything sensitive.