# Troubleshooting

> Fix common problems with starting DemoVexa, connecting Claude and ElevenLabs, folder access, builds, renders and batches.

Source: https://demovexa.com/docs/help/troubleshooting

This page lists the problems people run into most, grouped by what you see, with the exact message DemoVexa shows and how to fix it. Start with **Settings**: its checks catch most problems and show the fix, often with a command you can copy.

> [!TIP]
> Open **Settings** (<kbd>⌘</kbd> <kbd>,</kbd>, on Windows/Linux <kbd>Ctrl</kbd> <kbd>,</kbd>) and click **Check again**. A failing check shows what's wrong and, where it helps, a command with **Copy**. Run it in Terminal or PowerShell, then check again.

## DemoVexa won't start

**macOS: "DemoVexa can't be opened" or "Apple could not verify…"**

Early-access builds aren't notarized yet. Right-click DemoVexa in Applications and choose **Open**, or go to **System Settings → Privacy & Security** and click **Open Anyway**. See [Install DemoVexa](/docs/getting-started/install#macos).

**Windows: "Windows protected your PC"**

Click **More info → Run anyway**.

**"DemoVexa couldn't start."**

The message under it says which step failed. Click **Show logs** to open the logs folder; `desktop.log` has the details. The most common causes:

- **The disk is full.** The first start copies the video engine into the data folder. Free some space and open DemoVexa again.
- **"database is locked".** A build or render from an earlier session is still finishing and using the database. Wait a minute and open DemoVexa again; it retries for a while by itself.
- **The data folder isn't writable.** Check that your user owns it (see [Where your data lives](/docs/getting-started/install#where-your-data-lives)).

If it keeps happening, [contact support](/docs/help/support) and attach `desktop.log`.

**It opens to the sign-in screen every time**

DemoVexa keeps your sign-in in the system keychain. On Linux this needs a Secret Service keyring (GNOME Keyring or KWallet) to be running. On macOS, if Keychain asked for permission and you clicked **Deny**, open DemoVexa again and click **Always Allow**.

## Database

**Database check: "Can't open"**

Check that the data folder is writable in **Settings → Folder access**, then quit and reopen DemoVexa.

**"Migrations: X of Y applied"**

Quit and reopen DemoVexa. It applies missing migrations as it starts.

## Missing tools and packages

**Git isn't installed**

DemoVexa uses Git to read your app's history for [Ideas](/docs/more/ideas).

```bash
# macOS
xcode-select --install
# Linux (Ubuntu/Debian)
sudo apt install git
```

```powershell
# Windows
winget install Git.Git
```

**A packages check fails**

**Settings → Rendering** checks the packages DemoVexa needs. They come with the app, so a failing check usually means the install is damaged: download DemoVexa again and install it over the old one. Your data is kept.

## Claude

**"Claude Code CLI not found…"**

You're using **My Claude login**, but DemoVexa can't find Claude Code. Install it and sign in:

```bash
# macOS or Linux
curl -fsSL https://claude.ai/install.sh | bash && claude
```

```powershell
# Windows (PowerShell)
irm https://claude.ai/install.ps1 | iex; claude
```

If Claude Code is installed somewhere unusual, set `CLAUDE_CLI_PATH` to its full path.

**"No Anthropic API key…"**

You're using **Anthropic API key** mode without a key. Add one in **Settings → Claude**, or switch **How Claude runs** to **My Claude login**.

**"The key was rejected: it's wrong, revoked or for another account."**

Copy the key again from your Anthropic account and replace it in **Settings → Claude**.

**"The account is out of credit or over its rate limit."**

Add credit to your Anthropic account, or wait for the rate limit to pass, then click **Test connection**.

**"That doesn't look like an Anthropic API key (they start with sk-ant-)."**

You may have pasted a different key. Anthropic API keys start with `sk-ant-`.

**"The key has spaces or line breaks in it; copy it again."**

Copy the key again, without spaces or line breaks.

**"Claude's usage limit was reached. Trying again at HH:MM (wait N of 8)."**

Shown during a build. You don't need to do anything: the build waits and tries again every 15 minutes, for up to 2 hours. See [Animate](/docs/videos/build#retries-and-usage-limits).

## ElevenLabs

**"ElevenLabs didn't accept the key."**

Copy the key again from your ElevenLabs account and replace it in **Settings → ElevenLabs**.

**"That looks too short for an ElevenLabs API key."**

Part of the key is missing. Copy the whole key again.

**"Your ElevenLabs plan has no free voice slots. Remove a voice on elevenlabs.io (My Voices) or upgrade, then try again."**

Adding a voice from the Voice Library needs a free slot on your ElevenLabs account. Remove a voice you don't use on elevenlabs.io, under **My Voices**, or upgrade your ElevenLabs plan.

## Folders and permissions

**"Use the full path, e.g. /Users/you/code/app or C:\code\app (or click Choose folder)."**

Paste the folder's full path, or click **Choose folder…** and pick it.

**"That folder doesn't exist on this computer."**

Check the path for typos, or use **Choose folder…**.

**A Folder access check fails**

**Settings → Folder access** tests that DemoVexa can write, read and delete in its folders. If one fails:

| System | What to check |
|---|---|
| macOS | **System Settings → Privacy & Security → Files and Folders**, or **Full Disk Access**, for the app you start DemoVexa from (such as Terminal) |
| Windows | The folder's **Security** permissions, and **Controlled folder access** in Windows Security |
| Linux | Ownership of the folder (see below) |

On Linux, make your user the owner of the folder:

```bash
sudo chown -R "$USER" "<dir>"
```

Also check that the disk isn't full and the drive isn't read-only.

**The website import doesn't work**

**Import → From the website** needs a website that is public and reachable. Sites behind a login or on a private network can't be imported; add your logo, colours and fonts by hand instead.

## Builds

**"Stopped unexpectedly (the studio was closed or the worker crashed). Start it again."**

The build was cut off. Click **Restart** on the project, or **Restart all** from **Needs attention** on the Projects page.

**"Build failed"**

Open the project's Animate step and choose **Retry**, **Rebuild from scratch** or **Ask Claude**. See [If the build fails](/docs/videos/build#if-the-build-fails).

## Renders

**"Could not find composition …Reel"**

That format wasn't built. Go to the Export step and click **Ask Claude to add it** next to the format, then render again.

**"Render failed (N formats)"**

Click **Restart** on the project card. If it fails again, check **Settings → Rendering** for a failing check, such as Chrome Headless Shell or FFmpeg.

**The first render takes longer**

Chrome Headless Shell downloads on your first render. To fetch it yourself, run:

```bash
npx remotion browser ensure
```

## Batches

**A batch didn't run overnight**

The computer went to sleep. DemoVexa keeps the computer awake while a batch runs, but a closed laptop lid still puts it to sleep. Leave the lid open and check your sleep settings.

**An item in a batch failed or was stopped**

Click **Retry** on the item in the batch card. Projects stopped by a shutdown can also be restarted from **Needs attention → Restart all** on the Projects page.

## Linux

**"error while loading shared libraries"**

Chrome needs some system libraries to render. Install the Chrome libraries (including libnss3 and libcups2), then render again. **Settings → Rendering** lists what's missing.

**The folder picker doesn't open**

Install zenity (or kdialog):

```bash
sudo apt install zenity
```

## Logs

DemoVexa writes its logs to two places in its app-data folder (see [Where your data lives](/docs/getting-started/install#where-your-data-lives)): `logs/desktop.log` for starting the app, and `data/logs/` for builds and renders. Include them when you [contact support](/docs/help/support).

## Related

- [Get help](/docs/help/support)
- [Settings](/docs/settings/settings)
- [Privacy and your data](/docs/settings/privacy-and-data)