Skip to main content
If exporting or downloading your video isn’t working, it usually falls into one of two buckets:
  • It errors out — you see an error message, or the download fails outright.
  • It never finishes — the progress bar gets stuck at a percentage, or the Preparing download window stays open and nothing happens.
Both have the same first steps. Work through them in order, then use the checklist at the bottom if you still need to contact us.

​
1. Wait for new media to finish processing

If you recently recorded or uploaded a clip, Tella may still be preparing it for export. Wait for the upload and processing to finish, then retry the same export. You don’t need to edit the video first. Once the clip is ready, a new export attempt can continue normally.

​
2. Re-render the video, then try again

Most failed or stuck exports clear up after a fresh render. The quickest way to trigger one is to make a tiny edit:
  1. Open the video in the Tella editor.
  2. Make a minor edit — for example, nudge a clip left or right with your arrow keys, or change a layout.
  3. Wait a moment for the video to re-render, then try exporting again.
Full steps are in How do I re-render a video?

​
3. Try both places you can export from

There are two ways to get a file out of Tella, and if one is misbehaving the other often works:
  • Editor → Share → Download — the full export menu with all options (size, frame rate, format, speed). See Share & download.
  • View page → Download — if downloads are enabled, there’s a Download button in the top navigation of the video’s view page.
If the editor export is stuck, open the view page and try the download there, or the other way around.

​
4. Do one download at a time

Starting several exports at once — or kicking off a new one before the last finishes — can make a download appear stuck. Let one download complete (or cancel it) before starting another.
You don’t have to keep the Preparing download window open. Close it and Tella keeps preparing the file; if you keep the video page open, the browser download starts automatically when the file is ready. If you’re signed in and export notifications are turned on, Tella also emails you a link. You can reopen the same download menu later to find the file.

​
5. Narrow down what’s failing

A few quick tests tell us (and you) a lot about where the problem is:
  • Does a shorter export work? In the editor, trim or select a short section and export just that. If a short export succeeds but the full one fails, the issue is tied to length or to something specific later in the video.
  • Does it fail on other videos too? Try exporting a different, simpler video. If everything fails, it’s more likely browser- or account-wide; if only one video fails, the problem is that video.
  • Does a different format behave differently? If an MP4 fails, try a different size, or vice versa.

​
What to send us before escalating

If you’ve tried the above and the export still fails or hangs, contact support via the in-app chat or support@tella.com. To skip a round of back-and-forth, please include:
  • The share link to the video.
  • The format you’re exporting — MP4, GIF, or another option.
  • The exact error message, or the percentage it gets stuck at if it’s hanging instead of erroring.
  • Whether you’re exporting from the editor (Share → Download) or the view page Download button.
  • Whether a shorter export of the same video also fails.
  • Whether it fails on other videos too, or only this one.
The more of these you can answer, the faster we can pinpoint it.