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 clips missing in Resolve. CamHeard leaves .mpg, .mod, .tod and .vob camcorder files out of the Resolve export, because one of them stops Resolve from opening the whole timeline. Transcode them, or use the Premiere Pro export, which keeps them.
  • BRAW or old camcorder clips missing in Final Cut. Final Cut cannot import these formats, so CamHeard leaves them out of the Final Cut export. Use the DaVinci Resolve export for BRAW; transcode the camcorder files or use the Premiere Pro export.
  • 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?
CamHeard leaves old camcorder files (.mpg, .mod, .tod, .vob) out of the Resolve and Final Cut exports, because one such file stops those editors from importing the whole timeline, and Final Cut also cannot import Blackmagic RAW. For BRAW use the DaVinci Resolve export; for camcorder files transcode them or use the Premiere Pro export.
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.