Troubleshooting: My AI-translated video lost audio or isn’t working as expected

This feature requires an Enterprise plan.

This article discusses how to troubleshoot issues that may occur after you use AI to translate the audio track of your video. 

If your AI-translated video isn’t working as expected after your video processes, there are a few steps you can take to resolve the issue. 

Troubleshooting steps 

Replacing and retranslating your video will typically resolve most issues with translated video files.

To replace and re-translate: 

1.  Replace your video with the original, untranslated video file.
   💡Tip: Learn how to replace videos on ZenVideo at ‘How to replace a video’ 
2. Re-translate the replaced video file. 
3. Select Finish and Save to save your video. 

If this does not work and your translated video still isn’t playing as expected, or if you have any concerns about credit usage, please contact Support.

In your message to support, please include: 

• The URL of your video.  
• How your video is intended to play and what isn’t playing correctly (e.g., no sound, only some languages are working, etc.)
• What steps you took to try to fix the problem. 
• Any additional information that’ll help us to further troubleshoot.  

Other playback issues

If your video is having problems unrelated to AI Translation, visit the following articles for further information on troubleshooting playback issues: 

• Troubleshoot audio sync issues
• Troubleshoot playback quality and buffering issues  
• Troubleshoot color variation