Troubleshooting

The count shows fewer cameras than there were

The status bar after the import says 4 cam while there were five cameras. Most often a folder is missing, or two cameras sit in one. Press ✕ Close Project, check the folders against the rules on the Preparing the footage page and drop them again.

Almost everything is at the end

If most clips have sound and are still at the end, check the folders: when everything sits in one pile the app tells the devices apart by itself, and that is less reliable than a folder per camera. If the folders are right, save a report: Problem report.

A large review number

That is not an error. On a shoot where the cameras often worked alone there is nothing to confirm them with, and this is the honest answer. Go through what the filter highlights on the timeline in your editor, see The review filter.

Clips are offline in the editor

  • Old camcorder or BRAW files offline in Resolve or Final Cut. Those editors do not decode the format. The app warned you after the export. Transcode them or use another editor.
  • Everything offline after an export to Resolve with Matching timecode on. This should not happen: the app skips the checkbox for Resolve. If it did happen, send the export file to support.
  • Some files are “missing” in the message after the export. The footage moved after the sync. Put it back or relink it in the editor.

The sync takes very long

The drive matters most. From a network volume or a slow external stick the same project can take several times longer. Copy the footage to an SSD and run it again.

The sync didn’t finish

A red banner with the error text. Try again; if it repeats, send ~/.synctool/last-run.log to [email protected].

The export is locked

The Export 🔒 button means the trial is over and the project has more than 20 clips. The sync on screen is real; the export needs a licence. See Trial, free version and licence.

Write to us

[email protected]. The person who writes the app answers.

Common questions

Why did some material stay at the end of the timeline?
Because there was nothing to sync it with: the file has no sound, it holds silence, or nobody else was recording at that time. It is normal and does not mean something broke.
Why is review so large?
On a shoot where the cameras often worked alone there is nothing to confirm them with. The clips stand in their places, but they are worth a look in the editor. Press the review number to see only them.
Clips are offline in Resolve or Final Cut. What do I do?
Most often these are old camcorder files or Blackmagic RAW, which those editors do not decode; the app warns you about it after the export. Transcode them or open the project in Premiere Pro.
Where do I write if the sync put a clip in the wrong place?
To [email protected], with the report from the Export menu, the Something went wrong… item. The report holds neither sound nor file names.