Context

You may encounter generic error messages like "Oops, an unexpected error occurred" or "An error occurred while processing your request. We are looking into this" while using Sync. These errors can occur during various operations, including lipsync jobs, and may be caused by temporary system issues, high server load, or specific processing problems.

Answer

These generic error messages are often caused by temporary system issues that our team can resolve. Here's how to get help:

1. Contact support immediately - When you encounter these errors, reach out to our support team right away with the following information:

   • The exact error message you received

   • Your job ID (if available)

   • What you were trying to do when the error occurred

   • Screenshots or screen recordings of the issue

   • Any specific settings or inputs you were using

2. Wait for automatic retry - In many cases, these are transient failures that our team can retry from the backend. Recent cases show that jobs are often automatically retried and completed successfully once the underlying issue is resolved.

3. Check for system-wide issues - These errors sometimes occur due to high server load or issues with our cloud providers. Our team monitors these situations and works to resolve them quickly.

What our team typically does:

• Investigates the specific job ID and error details

• Retries failed jobs from the backend

• Resolves any underlying system issues causing the errors

• Provides updates on the resolution status

Most of these issues are resolved quickly once reported, with jobs being successfully retried and completed. Don't hesitate to contact support as soon as you encounter these errors - the more details you can provide, the faster we can help resolve the issue.