Axsis Film Troubleshooting

Find the symptom below. If it continues, contact support with the app version, exact message, and the steps that led to it.

Windows SmartScreen warning

An early-beta installer may trigger a Windows security warning. Verify that the file came from the official company beta page. The documented SmartScreen path is More info > Run anyway, if you choose to continue.

If the warning differs or the file’s origin is unclear, contact support. See Windows installation.

Activation or license errors

Check your internet connection and the key you were issued. Use Retry license check if it appears for a connection-related error.

For device-limit errors, deactivate another computer or contact support as directed by the app. Send the status message and the email or name the key was issued under. Keep the full key out of screenshots and shared messages.

See Licensing & activation.

FFmpeg not configured

In Beta 3, open Settings > Export > Rendered Video & FFmpeg and select Check FFmpeg. If rendered export says Requires FFmpeg, see FFmpeg setup.

CSV export and data backups do not require FFmpeg. Virtual clips and long source-video rows remain unsupported for rendered export even when FFmpeg is found.

Video will not play

Playback depends on codec support and can be affected by large files, external drives, or network-mounted folders. Check that the original film folder and its drive are still accessible.

The beta detects MP4 files; that does not guarantee every codec inside an MP4 is supported. Send support the playback error, app and Windows versions, and whether the source is on a local, external, or network drive.

More detailed codec-specific recovery instructions are coming soon. Installing FFmpeg is not a documented fix for playback problems.

Film or breakdown data does not match

If multiple breakdown files are present, select the one for this game in the sidebar. Confirm that the displayed data describes the selected video.

Rows without matching clips and clips without metadata are handled separately. If no play-number column is detected, the app uses row and clip-number alignment. See Breakdown data.

If the app cannot read the spreadsheet, you can still review video without it. Contact support for persistent mismatch or file-read problems; no manual rematching procedure is documented here.

Film disappeared after a folder move

The library refers to local files. Moving or renaming a folder can disconnect the saved metadata. Folder relinking is not available in the current beta. Contact support before making further changes.

Keyboard controls are not responding

Finish editing a field or close Settings, Tutorial Mode, or another dialog. Edit Data keeps arrow keys in the table. Check the active navigation mode against Keyboard controls.

What to send support

Include the product and app version, Windows version, exact error, steps to reproduce, expected result, and actual result. A screenshot can help; remove license keys and private information first. Do not send large film files unless requested.