A download fails even though the video plays
What to try when the stream is detected but the job ends with an error: rescan, a different quality, Try again, and the diagnostics log.
01Let the page play for a few seconds, then rescan
Detection follows what the page's own player requests. Start playback, then click the magnifying glass in the Media detector capsule beside the address bar (Search this page for videos again). That gives ClipHearth the request details it needs, and it is the single most common fix. If the capsule says Paused, press Resume: page scanning was switched off in the Browser tools menu.
02Pick a different quality
Press Download again and choose the variant one step down in Choose video quality. The window lists what was found From the site and From the page, and a single variant can be unavailable or served differently while the rest of the page works fine.
03Use Try again in Completed
Entries that never produced a file are marked in Completed and have a Try again button. It starts the job from scratch rather than resuming a broken transfer.
04Check where the file was supposed to land
In Settings › Downloads, under WHERE FILES GO, make sure the Output folder still exists and that you can write to it. A folder on a disconnected external drive or a synced cloud folder that is full both end the job with an error.
05Still failing? Send us the log
Write to us through Contact us at the bottom of the sidebar, pick Problem, and tell us the address of the page and what the job said. For harder cases we will walk you through switching on diagnostics logging: the log records why a stream was accepted or rejected, which is usually enough for us to tell what happened. It stays on your computer until you decide to send it.
Didn't solve it? Write to us - attach a diagnostics log if you have one. Missing a feature? Tell us what you would use it for; several of the recent ones started as a suggestion.