Articles on: FAQ & Troubleshooting

Resolving "Failed" status error when generating videos using Custom Avatars

If you've recently encountered a "Failed" status error when trying to generate a video, it may be due to an issue with the file format of your custom avatar.

Our platform supports MP4 files for custom avatars, so if you're using a different file format, such as .MOV, it may cause this error.

One reason for this is that sometimes when a video is saved on a computer, it may appear to be in the .MP4 format, but in reality, it is still in a different format, such as .MOV. This can cause issues when trying to upload the video to our platform.

To resolve this issue, we recommend converting your custom avatar file to a real MP4 format using a tool such as or similar. Once the file has been converted, try re-uploading it to our platform.

If you continue to experience issues with a "Failed" status error when generating a video, please reach out to our support team for further assistance. We're here to help you get the most out of our platform and make sure your videos are generated smoothly.

Updated on: 08/06/2023

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