Creative Hub troubleshooting

The most common Creative Hub issues, what causes them, and how to fix. For each: 1-line diagnosis + actionable next step. Always check the Jobs panel (ch-118) for AI generation issues first — error_message usually surfaces the cause.

Who is this for

Anyone hitting a Creative Hub problem. First stop before contacting support.

Issue 1: Upload fails

Symptoms

File upload starts but fails / hangs / shows error.

Causes + fixes

1. File size exceeds limit — error usually clear; compress + retry. Typical limits: 100 MB video, 25 MB image.

2. Unsupported file type — convert to a supported format (PNG / JPG / WebP / MP4 / MOV / WebM / PDF).

3. Network interruption — retry the upload; large files particularly sensitive.

4. Drive quota exhausted — check /settings → Integrations → Google Drive for quota status; admin needs to free space or upgrade.

5. Drive permission error — Service Account credentials may have changed; admin to verify env vars (see ch-108).

Issue 2: Thumbnail not loading

Symptoms

File appears in grid but thumbnail shows loading spinner forever / never renders.

Causes + fixes

1. First request — FFmpeg generating — typical for new uploads; wait 5-30 sec, refresh.

2. FFmpeg failed (corrupted file, unsupported codec) — re-upload in standard format (MP4 H.264).

3. Cache miss after long inactivity — same as #1; first request slow.

4. File deleted on Drive but Wevion record remains — refresh; if persists, re-upload.

See ch-110 thumbnails for cache mechanics.

Issue 3: AI job stuck pending

Symptoms

Job submitted, status stays pending for > 5 minutes.

Causes + fixes

1. Worker queue backed up — usually self-resolves within 10 min during peak load.

2. SQS message delivery delay — rare; refresh after 10 min.

3. Provider API outage — check provider's status page (Flux, Runway, HeyGen, ElevenLabs, OpenAI, Creatomate).

4. Workspace-level rate limit hit — multiple concurrent jobs; wait for some to complete.

Failed jobs (status: failed) include error_message. Stuck pending jobs are different — no error yet.

Issue 4: AI job failed

Symptoms

status: failed + error_message populated.

Common error_message → diagnosis

Failed jobs cost nothing (cost_cents = 0).

Issue 5: Credit deducted but no result

Symptoms

Credit balance dropped but no output file appears.

Causes + fixes

This should not happen — failed jobs don't charge. If it did:

1. Check job status — maybe completed but result_urls not surfacing in UI yet (refresh)

2. Check Drive folder directly — file may be there even if UI hasn't refreshed

3. Check creative_job row in admin DB — cost_cents should be 0 for failed

4. If still mismatched: contact support with job ID + transaction ID

Issue 6: File not visible to teammate

Symptoms

Teammate can't see a file you uploaded / generated.

Causes + fixes

This is expected by default — Wevion RBAC isolates by user. Two ways to grant access:

1. In-app visibility: share via team folder workflow (see ch-104) — but Wevion doesn't have an explicit "share with teammate" button; team folders are workspace-managed conventions.

2. Direct Drive access: share via ch-105 using their email — works for any teammate.

See ch-127 permissions for full RBAC model.

Issue 7: Drive sharing broken

Symptoms

External user shared with can't open the file in Drive.

Causes + fixes

1. Wrong email used — verify in ch-105 audit log

2. Service Account email changed in env without re-grant — admin needs to verify

3. Permission revoked by another admin — check audit_log?action=creative_unshare

4. Drive sharing settings restricted — workspace Drive may have policies blocking external shares

Issue 8: Composited video missing element

Symptoms

Composite output missing expected slot content.

Causes + fixes

1. Slot name typo — Creatomate template defines slot names; populate value with exact slot name

2. Slot value invalid (broken URL, missing file) — verify the input file/URL works

3. Audio length mismatch — TTS audio shorter than video; audio plays then silent gap; OR longer than video; audio cut off mid-sentence. Regenerate audio to match.

4. Template changed in Creatomate UI — Wevion's call uses old slot definitions; re-validate template + update slot inputs

See ch-117 compositing for template mechanics.

Issue 9: "team_credit_cap_reached" error on generation

Symptoms

POST /api/v1/creative-hub/generate/* returns 403 with reason team_credit_cap_reached.

Cause

A team_credit_cap is set for your session + month-to-date usage hit the cap.

Fix

• Wait for next month reset

• Or admin raises your cap at /settings/team/billing → Member caps

• Or admin removes your cap

See ch-112 AI credits.

Issue 10: Use-in-campaign picker doesn't show recent files

Symptoms

You uploaded / generated a file 5 minutes ago but it doesn't appear in the Campaign Creator picker.

Causes + fixes

1. Picker cache — close picker, re-open; or refresh Campaign Creator page

2. File metadata not yet indexed — usually < 30 sec lag; wait + retry

3. File in folder filtered out — picker filters apply; check folder + type filter

4. RBAC mismatch — if file uploaded by teammate, picker may not show it (you don't have visibility)

Escalation

If none of the above match your issue:

1. Capture: file_id or job_id + timestamp + observed behavior + your role

2. Check /api/v1/audit-logs?resource_type=creative*&resource_id={id} for history

3. Check job's error_message in Jobs panel

4. Contact support with the above

Related

• Manage AI jobs — Jobs panel as primary debug tool

• AI credits — understand charges + caps

• Drive RBAC — two-layer permissions model