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Help › Troubleshooting

Fix common error messages

What to do when you see these messages about signing in, keys, transcription, files, and rendering.

Most error messages in Kutter tell you both the cause and the fix. Read the whole message first, then find the matching topic below.

Account and Credits

  • If you see "เข้าสู่ระบบเพื่อเริ่มตัดต่อ" (sign in to start rendering), click that button, then เข้าสู่ระบบด้วย Google (Sign In With Google). Pick your account in the browser and come back to the app. See Sign in.
  • If you see "การเข้าสู่ระบบหมดอายุแล้ว" (your sign-in has expired), click เข้าสู่ระบบด้วย Google (Sign In With Google) again.
  • If you see "บัญชีนี้เข้าสู่ระบบในเครื่องอื่นครบ 3 เครื่อง เครื่องนี้จึงออกจากระบบ" (this account is signed in on 3 other devices, so this device was signed out) (or "เครื่องนี้ถูกนำออกจากบัญชีแล้ว" (this device was removed from the account)), the projects on your computer are all still there. Remove a device you don't use in เครื่องของฉัน (My Devices) from another computer, then sign in again. See Sign in.
  • If you see "Credit ไม่พอ" (not enough Credits), claim your daily Credits in บัญชี & โควต้า (Account & Quota) or top up. See Plans and Credits.
  • If you see "วันนี้รับ Credit ไปแล้ว" (you already claimed today's Credits), wait until after midnight and claim again.

AI and keys

AI doesn't work and mentions Kutter AI

Kutter AI isn't available yet. Go to ตั้งค่า (Settings) › AI ที่ใช้ (AI in Use) and choose API Key (API Key) or ใช้บัญชี AI ในเครื่อง (Use Local AI Account). See App settings.

Key not saved yet / invalid key

  1. Create a new key on the provider's website (click วิธีขอ key (How to Get a Key) on the Settings page).
  2. Copy the whole key, and watch for spaces at the start or end.
  3. Paste the key into that provider's field, then click บันทึก (Save).
  4. If ElevenLabs says the permission is restricted, create a key with Speech-to-Text and Text-to-Speech permissions turned on.

The provider's credits or quota ran out

These are Claude / OpenAI / Gemini / ElevenLabs credits, not Kutter Credits. Add funds with that provider, or switch to another provider.

Too many requests / temporary outage / response took too long

Wait a moment and try again. If AI keeps returning incomplete answers, try a different AI brain provider on the Settings page.

Transcription

  • If you see "เชื่อมต่ออินเทอร์เน็ตไม่ได้" (can't connect to the internet), check your connection. If transcription is set to อัตโนมัติ (Automatic) and Whisper is installed, the app transcribes on your computer instead. See Transcription settings.
  • If Whisper on Windows says it needs Visual C++, install Microsoft Visual C++ Redistributable (x64) from the Microsoft website, then reopen Kutter.
  • If the subtitles misspell your shop's name, add the word to Channel-specific words, then transcribe again.

Files and importing

  • If you see "ไม่พบไฟล์ต้นฉบับ" (source file not found), the file was moved or renamed. Click หาไฟล์ (Find File) and choose the original file. You don't need to transcribe again.
  • If you see "แปลง HEIC ไม่สำเร็จในเครื่องนี้" (couldn't convert HEIC on this computer) for iPhone photos on Windows, install HEIF Image Extensions from the Microsoft Store, or on your iPhone go to Settings › Camera › Formats › Most Compatible, then send the photos again.
  • If Work Location says the drive may have been removed, plug the drive back in, or change the location in ตั้งค่า (Settings) › ทั่วไป (General).

Render and Export

Render or import failed

The message tells you the cause and the fix, such as a full disk. Do what it says and try again. If a render fails, the Credits you used are refunded automatically. If it still doesn't work, click "รายละเอียด (สำหรับส่งให้ทีมงาน)" (Details, to send to the team), copy it, and send it to support@helloworld-solution.com.

The 60fps or H.265 option has a lock

This isn't an error. Frame rates above 30 fps need Creator or higher. H.265 needs Pro. See Plans and Credits.

B-roll

If B-roll search says there is no Pexels key yet, enter a free key in ตั้งค่า (Settings) › AI ที่ใช้ (AI in Use) › แหล่งภาพ B-roll (B-roll Sources), or turn that source off.

Still stuck? Chat with us (bottom right) or email support@helloworld-solution.com