When Frame shows a problem card
What each of Frame's problem cards means, and the one thing to do about it.
When something stops a step, Frame shows one card in place of the next step: what happened, in plain words, and one button to fix it. A red card means the episode can't go on until it is fixed. A grey card is worth a look, and usually offers a way to carry on as it is. The stage it happened at turns the same colour on the line along the top.
Most cards say Nothing was changed or Nothing was sent, and mean it: Frame stops before it writes anything. Show details on a card shows the full message, for support.
Resolve
| Card | What to do |
|---|---|
| Resolve didn't open | Frame tried to start DaVinci Resolve and it didn't answer. Open it yourself, wait for it to finish starting, then Try again. |
| This is the free edition of Resolve | Frame needs DaVinci Resolve Studio. Open Studio instead, then Check again. |
| Resolve needs External scripting set to Local | In Resolve, choose Preferences, System, General, set External scripting using to Local, then Check again. |
| Resolve won't leave project | Resolve kept another project open, usually because it is rendering or has a window up. Finish that in Resolve, then Check again. |
| Resolve switched to project (grey) | Someone opened another project in the middle of a step. Frame paused and nothing is lost; it carries on by itself when the episode's project is open again. Or choose Switch back and carry on, or Stop here. |
| Resolve already has a project called episode (grey) | Replace it overwrites the old project. Keep both builds this one beside it as "episode (2)". |
Footage and building
| Card | What to do |
|---|---|
| The footage drive isn't connected | The episode's folder is on a drive this Mac can't see. Connect it, then Try again. |
| The Mac's disk is full | Make some room, then Try again. |
| Two mics are on one camera | More than one mic is on a camera that isn't the wide angle, so the cut couldn't follow each person. Choose each mic's own camera, or tick Wide angle on the camera that shows everyone, then build again. |
| The Studio 808 chain's plugins aren't on this Mac | Install the plugins (see installing Frame), or pick Resolve built-in for the audio on the Build card. |
| That audio preset isn't in Resolve yet | Pick another audio preset on the Build card. |
| A camera may be out of sync (grey) | Play them against the audio and line it up by hand if it is off. |
| Some moments in the cut would be black (grey) | Show the black moments lists them, each with a way to see it in Resolve. |
Sending
| Card | What to do |
|---|---|
| Sign in to send to clients | Sending uses your Console account. Choose Sign in. Everything before sending works without one. |
| Client's Send template can't make jobs | Their default template on Send has no Approval stage. Add one in Send (Open the template in Send), or make another template the client's default, then Check again. |
| More than one Send job could be this episode (grey) | The client has more than one open job with the episode's name. Pick the Send job it goes to. |
| Send storage is full | Free some space or add storage in Send, then Try again. |
| Studio's Console plan has lapsed | Sending and suggesting clips need an active plan. Open billing. Everything on the Mac still works. |
| The sound isn't at the studio's loudness (grey) | The episode file is more than 1 LU from -16 LUFS, or peaks above -1 dBTP. Check Normalize Audio is on in the "Frame -16 LUFS" render preset in Resolve, then Make it again, or Send it as it is. |
Notes done by hand
| Card | What to do |
|---|---|
| Frame can't see your change at time | The note is marked Done and Resolve's timeline still looks and sounds as it did there. Make the change (Open Resolve here), or skip the note with a reason. |
| The timeline in Resolve changed length | A change by hand moved time, which would put every later note in the wrong place. Undo the trim in Resolve, or skip that note, then Check again. |
| Frame can't put a change by hand into this version | Notes done by hand only go into version 2. Make this round in the full panel (Open the notes), or skip the notes done by hand. |
| Resolve needs to be open for your notes | The new version is made from Resolve's timeline, and Resolve couldn't render it. Open Resolve, then Try again. |
| This version may be missing a change made in Resolve | A note is marked Done and this version wasn't made from Resolve with that change checked. Apply the notes again before sending. |
See client notes and version 2 for how notes done by hand work.
Clips
| Card | What to do |
|---|---|
| Not enough credits for clips (grey) | Suggesting clips uses 300 credits. Buy credits, or Skip clips: the episode can go to the client without them. |
| Frame can't find speech to transcribe | The episode has no mic tracks Frame can read. Check the mics were in the folder at Add footage, then Try again. |
| The AI provider is busy, is having problems, didn't answer in time, and similar | A problem reaching the AI that suggests clips. Try again in a minute, or Skip clips for now. Nothing was charged. |
| Clip suggestions are down on our side | A problem at our end, not your Mac or account, and we have been told. Skip clips for now; the episode can go without suggested clips. Nothing was charged. |
Each clips card shows a code. Quote it if you contact us.
Anything else
Something stopped while doing something covers anything not listed here, with what went wrong in its own words. Try again first; if it stops again, Show details has what support needs.