Troubleshooting

The things that most often go wrong, and what to do about each.

A menu item is missing#

The project menu only shows what you can use. If something you expected isn't there, it is one of these:

• The project has no active plan. The Overview says Choose a plan, and most of the menu is hidden until someone who manages billing chooses one. Nothing in the project has been deleted.
• Your permission for that area is Denied. Ask a project owner to give you access. See what each permission controls.
• The tool isn't on the plan. Broadcast Tools, Stories and Schedules show a lock on the Indie plan. See Adding tools on Indie.
• You're on a phone. The project menu is behind the menu button at the top left.

A page that says Permission Required or Permission Denied means the same thing: ask an owner for access to that area.

“You do not have permission to access this project”#

You aren't a member of that project, or you have been removed from it. EVA Story takes you back to your list of projects. Ask a project owner to add you.

Invitations#

The invitation email didn't arrive#

• Check the spam or junk folder for mail about EVA Story.
• Someone who already has an account only gets the You've been added toemail. They don't get a set-password email, because they already have a password.
• Invitation emails are sent once and not retried. If one is lost, the person can go to the sign-in page, press I forgot my password and enter the email address they were invited with.

Someone can't be added#

• A free trial allows 3 members: start the plan from the Billing tab to add more.
• This project's plan allows N members: remove someone, upgrade the plan, or on Studio add a pack of five users.
• This project's subscription is not active: choose a plan first.

Timecode#

Logs don't line up with the footage#

• Check the cameras run time-of-day timecode, not a counter that starts at zero.
• Check the project's frame rate matches the cameras, and set an offset if their clocks are ahead or behind. See Timecode and offset.
• An offset only applies to logs saved after it was set.

The clock says “Not synced” or shows an amber or red dot#

The dot shows how sure this device is of the time. Green means it is within half a frame and synced in the last 15 minutes. Amber means it is more than half a frame out (up to a frame), or it last synced over 15 minutes ago. Red means it is out by more than a frame, last synced over an hour ago, or has never synced (“Not synced”). Check the connection and wait: it syncs again by itself shortly after it is back online, and again every five minutes. If it stays amber or red, reload the page. A log is never refused because of the clock; it is saved with the clock's state, so you can see afterwards how sure it was. A device that has never synced uses its own clock, so don't rely on that for logging. See How the clock is synced.

Working offline#

EVA Story keeps working when the connection drops. Logs you save are kept in the browser and sent as soon as the connection is back, and other people see them then. A few things do need a connection:

• Searching History, exports, and Summarise.
• Inviting people and anything on the Billing tab.
• Live speech-to-text. The recording itself is kept on the device and uploaded when the connection returns.

The app itself opens offline too, once it has been opened with a connection on this device:

• The project list, the guide, and a project's own page, Overview, Log Events, History, Settings, Broadcast Tools and Timecode. A project's pages are stored the first time you open the project online.
• Every other page you open while signed in and online is stored on the device, including each Settings tab you open, so it opens offline later. A page whose address carries a one-time code, such as a password-reset link, is never stored.
• Anything else shows "You're offline".
• The app looks for a new version when the connection comes back. Once one is in, it says "EVA Story has been updated". Tap Reload when you're ready, and you get the new version. Nothing reloads by itself.
• Signing out removes the stored project pages. The project list and the guide stay.

The microphone#

The messages that appear above the capture buttons while recording, and what to do about each, are listed in Logging on set.

• There is no Transcribe switch.Voice isn't on the project's plan, or its hours are used up for the month. Ask whoever manages billing.
• The browser asks for the microphone the first time you record.Choose Allow. If you chose Block, allow it again in the browser's site settings for story.editvirtually.com. On an iPhone or iPad, look in Settings for the browser's microphone setting.
• A phone call takes the microphone. So can another app that records, or a video call in another tab. A log recorded while that happened says No sound was recorded for this log.
• Only one tab can record for a project at a time. Close the other tab, or record there.

A recording won't play#

Press Retryunder the player. If it still won't load, check the connection. Some older recordings play badly on iPhones and iPads. If one won't play there, try it on a computer.

Other things#

• Export buttons are locked during the free trial. They open when the plan starts. See Exporting to the edit.
• Summarise is greyed out until the description has at least 80 words.
• Tag Watch asks for a desktop browser. It needs a wider screen than a phone.
• History shows “No items to display” after you change a filter: go back to page 1, or widen the dates.

Still stuck?#

Email eva@bravechannels.tv. Say which project, what you were doing, and what you saw. A screenshot helps.