Troubleshooting

Common issues and how to resolve them.

Recording Issues

Screen recording shows a black screen

  • Ensure you granted screen sharing permission when prompted.
  • On macOS, go to System Preferences > Privacy > Screen Recording and enable Chrome.
  • Try recording a specific tab instead of the entire screen.
  • Disable hardware acceleration in Chrome: chrome://settings > System > Hardware acceleration.

No audio in recording

  • Check that the correct microphone is selected in recording settings.
  • Ensure microphone permission is granted in your browser.
  • For tab audio capture, make sure the tab is playing audio before you start recording.

Recording is laggy or choppy

  • Close unnecessary browser tabs and applications.
  • Lower the recording quality to 720p.
  • Ensure your device meets the minimum requirements (4GB RAM, modern browser).

Upload Issues

Upload fails or gets stuck

  • Check your internet connection.
  • Large files use multipart upload — this is more reliable but may appear to pause between parts.
  • Ensure the file is under your plan's size limit (Free: 500MB, Starter: 2GB, Pro: 5GB).
  • Try a different browser if the issue persists.

AI Features

Captions are inaccurate

  • Ensure your audio is clear with minimal background noise.
  • The language is auto-detected. If it's detecting the wrong language, try re-recording with clearer pronunciation.
  • You can manually edit any caption text after generation.

Dubbing is stuck processing

  • Dubbing typically takes 2-5 minutes. For longer videos, it may take up to 10 minutes.
  • If processing takes more than 15 minutes, try generating the dubbing again.
  • Ensure your video has clear audio — background music can interfere with dubbing quality.

Integration Issues

CRM connection failed

  • OAuth CRMs (HubSpot, Salesforce, Zoho): Try disconnecting and reconnecting. Ensure you have admin access.
  • API key CRMs (Copper, Close, Freshsales, etc.): Verify your API key is correct and hasn't been rotated.
  • Check that your CRM account has API access enabled.

Zapier/Make.com not triggering

  • Verify the Zap/scenario is turned on.
  • For Make.com, ensure the webhook URL is correctly pasted in Zidi settings.
  • Check that the trigger event has actually occurred (e.g., a video was viewed).
  • Try sending a test event from the integration settings.

Tracking pixels not firing

  • Verify your pixel/tag ID is correct.
  • Use browser developer tools (Network tab) to check if the pixel is loading.
  • Ad blockers may prevent tracking pixels from firing on your test device.

Still Need Help?

If none of these solutions work, contact our support team with:

  • A description of the issue.
  • Your browser and operating system.
  • Any error messages you see.
  • Steps to reproduce the problem.