Diagnose: upload fail, thumbnail stuck, AI job stuck pending, job failed, credit deduction, file visibility, Drive sharing, compositing missing element.

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. Limit: 500 MB per file, up to 50 files per upload.
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 was trashed/deleted on Drive — the grid reads from Drive; refresh; if it was trashed, restore it from Drive trash.

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 (only super_admin/admin see all, and an owner sees their team). Two ways to grant broader 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 against GET /api/v1/creative-hub/shared-emails
2. Service Account email changed in env without re-grant — admin needs to verify
3. Permission revoked — the email may have been removed (via POST /api/v1/creative-hub/unshare); re-check shared-emails
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: 402 on generation (insufficient credits / cap exceeded)

Symptoms

POST /api/v1/creative-hub/generate/* returns 402 (e.g. "Insufficient credits" / "Weekly credit cap exceeded" / cap reached).

Cause

This only happens when the creative_billing flag is ON: either your credit balance can't cover the hold, or a team_credit_cap / weekly cap has been reached. (With the flag OFF — the default — generations don't charge and this 402 is never emitted.)

Fix

• Top up credits, or reduce the number of variants
• Or an admin raises your cap at /settings/team/billing → Member caps
• Or wait for the cap reset

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 the job's error_message in the Jobs panel (there is no creative_* audit trail)
3. For share issues, check GET /api/v1/creative-hub/shared-emails
4. Contact support with the above

FAQ

Why is my AI job stuck on pending in Wevion's Creative Hub?

A job that stays pending for over 5 minutes usually means the worker queue is backed up, which typically self-resolves within 10 minutes during peak load. Other causes are an SQS message delivery delay, a provider API outage, or hitting a workspace-level rate limit from too many concurrent jobs. Stuck pending jobs differ from failed jobs — they have no error_message yet.

My AI generation failed with content_moderation_blocked — what do I do?

Reword your prompt without sensitive terms, since content_moderation_blocked means the provider's safety filter rejected it. Avoid faces of real people, brand IP, and similar restricted content in Wevion's Creative Hub generations. Check the Jobs panel for the error_message, which surfaces the cause. Failed jobs cost nothing — their cost_cents is 0, so you can safely adjust and retry.

Why can't my teammate see a file I uploaded to Creative Hub?

This is expected by default, because Wevion RBAC isolates files by user. To grant access, either use the team folder workflow for in-app visibility or share direct Drive access with their email. Wevion doesn't have an explicit "share with teammate" button — team folders are workspace-managed conventions. See the permissions article for the full RBAC model.

Why is my Creative Hub thumbnail stuck on a loading spinner?

Most often FFmpeg is still generating it, which is typical for new uploads — wait 5-30 seconds and refresh. It can also be a cache miss after long inactivity, which behaves the same way on the first request. If FFmpeg failed on a corrupted file or unsupported codec, re-upload in a standard format like MP4 H.264.

I got a 402 when generating — why?

When the creative_billing flag is ON, POST /api/v1/creative-hub/generate/* returns 402 if your credit balance can't cover the hold or a cap has been reached (the message can be "Insufficient credits" or "Weekly credit cap exceeded"). With the flag OFF — the default — generations aren't charged and this 402 never appears. To resolve a real 402, top up credits, reduce variants, or ask an admin to raise/remove your cap at /settings/team/billing under Member caps.

FAQ

Why is my AI job stuck on pending in Wevion's Creative Hub?

A job that stays pending for over 5 minutes usually means the worker queue is backed up, which typically self-resolves within 10 minutes during peak load. Other causes are an SQS message delivery delay, a provider API outage, or hitting a workspace-level rate limit from too many concurrent jobs. Stuck pending jobs differ from failed jobs — they have no error_message yet.

My AI generation failed with contentmoderationblocked — what do I do?

Reword your prompt without sensitive terms, since contentmoderationblocked means the provider's safety filter rejected it. Avoid faces of real people, brand IP, and similar restricted content in Wevion's Creative Hub generations. Check the Jobs panel for the errormessage, which surfaces the cause. Failed jobs cost nothing — their costcents is 0, so you can safely adjust and retry.

Why can't my teammate see a file I uploaded to Creative Hub?

This is expected by default, because Wevion RBAC isolates files by user. To grant access, either use the team folder workflow for in-app visibility or share direct Drive access with their email. Wevion doesn't have an explicit "share with teammate" button — team folders are workspace-managed conventions. See the permissions article for the full RBAC model.

Why is my Creative Hub thumbnail stuck on a loading spinner?

Most often FFmpeg is still generating it, which is typical for new uploads — wait 5-30 seconds and refresh. It can also be a cache miss after long inactivity, which behaves the same way on the first request. If FFmpeg failed on a corrupted file or unsupported codec, re-upload in a standard format like MP4 H.264.

I got a 402 when generating — why?

When the creative_billing flag is ON, POST /api/v1/creative-hub/generate/* returns 402 if your credit balance can't cover the hold or a cap has been reached (the message can be "Insufficient credits" or "Weekly credit cap exceeded"). With the flag OFF — the default — generations aren't charged and this 402 never appears. To resolve a real 402, top up credits, reduce variants, or ask an admin to raise/remove your cap at /settings/team/billing under Member caps.

Last updated: 2026-05-17

Related articles

• Manage AI jobs — status and download
• Understanding AI credits
• Google Drive RBAC