Skip to main content

​
Quick fixes

Try these first:
  1. Refresh the page (Cmd/Ctrl + R)
  2. Log out and sign back in
  3. Clear browser cache
  4. Try Chrome or Edge

​
Video playback

Video won’t play
  • Check your internet connection (5+ Mbps for HD)
  • Disable ad blockers or privacy extensions
  • Try a different browser
No audio
  • Check device and player volume
  • Try headphones to isolate the issue

​
Uploads

Upload failed
  • Supported formats: MP4, MOV, AVI, MKV
  • Check file size against your plan limits
  • Keep the browser tab open during upload
Import not working
  • Reconnect the integration in Organization Settings → Integrations
  • Verify you have access to the file in the source app

​
Knowledge source sync

Source not syncing
  • Check the connection status in Settings → Integrations
  • Reconnect the integration if the OAuth token has expired
  • Verify you have the required permissions in the source app (e.g., channel access in Slack, repo access in GitHub)
Missing content from a source
  • Sync filters may be excluding the content — check channel and date filters in integration settings
  • New content syncs incrementally; initial sync may take a few minutes for large workspaces
  • GitHub private repos require explicit access during OAuth authorization

​
AI processing

Transcript or summary missing
  • Processing can take a few minutes for longer content
  • Check the status indicator on the content page
  • If stuck, contact support with the content URL

​
Sharing

Share link not working
  • Link may have expired — create a new one
  • Password may be required — check with the sender
  • View limit may be reached — generate a fresh link
Access denied
  • Confirm you’re signed into the correct organization
  • Ask the video owner to update sharing permissions

​
System requirements

​
Get help

Email support

support@nuclom.com

Status page

Check platform status
Response times