Unable to open my clipchamp project

Hello,

It seems like you're experiencing a technical glitch with Clipchamp that's causing your project files to not open correctly. The issue where a new tab only displays "undefined" and keeps refreshing is indicative of a possible error with the web application or a problem with the browser.

Here’s what you can do:

1. **Clear Browser Cache and Cookies**: This can often resolve loading issues. Go to your browser settings, clear your cache and cookies, and then try to reopen the files.
2. **Try a Different Browser**: Sometimes, these issues can be browser-specific. If you’re using Chrome, for instance, try opening the files in Firefox, Edge, or another browser.
3. **Disable Browser Extensions**: Certain browser extensions can interfere with web applications. Try disabling them to see if this solves the issue.
4. **Update Your Browser**: An outdated browser can cause compatibility issues. Ensure you're using the latest version of your browser.
5. **Check Clipchamp’s Server Status**: The problem might be on Clipchamp's end. You can check their official social media channels or status page for any service disruptions or scheduled maintenance.
6. **Contact Clipchamp Support**: If the problem persists, contact Clipchamp support for assistance. You can typically find support contact options on the Clipchamp help center or within the application.
7. **Recover Work**: If you've previously exported the project or have backup files, try using those instead of the .clipchamp files.

When contacting support or troubleshooting further, it would be helpful to provide them with any error messages, screenshots, and details of the steps you've already taken.

Best Regards, Saurabh

Hello Hamza,

Thank you for reaching out to the Microsoft Community. My name is Seun and I'm happy to help.

I understand that you are unable to open your clipchamp files and when you try to open them, a new tab would open up and the page would show "undefined" at the top while continuously refreshing. Apologies for the inconveniences.

Kindly use the followings steps to troubleshoot and resolve the issue one after the other.

I pulled the following steps from https://prod.support.services.microsoft.com/topic/what-to-do-if-your-clipchamp-project-or-assets-aren-t-loading-a0367153-b811-40b4-962a-56fa3cc9f0a2 :

"A). Refresh the page Either right click > reload, or use the reload button of your browser to reload the page Clipchamp is in. Often this solves the problem, and the assets load immediately, especially if the problem occurs when you first open the project. Make sure your internet connection (Wi-Fi) is active when you do this.

B). Reopen the project Try going back to your Projects Page (by clicking the Clipchamp logo in the top left of the screen) and then reopening the project.

C). Free up memory Try closing other browser tabs and applications to free up memory on your computer.

Also make sure there's enough free space available on your computer's internal drive, which is required for temporary project files and space during the video processing and exporting phase. The available free space should be more than the size of the video files you're using in your project. Then try reloading the project.

D). Disable browser extensions

Sometimes, Chrome or Edge extensions can interfere with Clipchamp if you have them installed. We've seen cases where translation plugins, privacy extensions or adblockers were preventing Clipchamp from loading correctly.

Therefore, try disabling browser extensions, then reload Clipchamp and check if the project and media assets are loading.

To turn off an extension, please use the follwing steps

-- In Microsoft Edge(or your browser), select Extensions located to the right of your browser address bar, then select Manage extensions. -- Select the toggle next to the extension you want to turn off.

E). Log out, clear the cache and restart your browser If the above steps don't work, try the below steps. However, make sure you still have your original media files (the video, audio, and image files you added to your project) as you may need to relink them when you reopen the project.

Clear items from the browser cache -- For Microsoft Edge:

Open Microsoft Edge browser. Click the three dots (...) menu icon in the top right corner. Select "Settings". In the Settings menu, click "Privacy, search, and services" on the left pane. Under "Clear browsing data", click "Choose what to clear". Select the time range or choose "All time" to clear the entire cache. Make sure "Cached images and files" is checked. Click "Clear now".

---For Google Chrome:

Open Google Chrome browser. Click the three dots (...) menu icon in the top right corner. Hover over "More tools" and select "Clear browsing data". In the dialog box, select the time range or choose "All time" to clear the entire cache. Make sure "Cached images and files" is checked. Click "Clear data".

Make sure you select "All time" for the time range, and select "Cached images and files". You don't need to clear any other browsing data

When you’ve followed the steps, type chrome://restart or edge://restart respectively into the address bar and press Enter

After Chrome/Edge has restarted, reopen the Clipchamp project

F). Website data clearing (Advanced) An additional option to try is to delete the site data in the Chrome/Edge Developer Tools and reload the Clipchamp page afterward. This leads to all video editing and processing files getting reloaded so that projects can open correctly again.

You might have to relink the media assets in editing projects after this process. The steps are the same in either Edge or Chrome. Some of the following screenshots are therefore taken in Chrome, others in Edge.

1. Select the 3-dots-menu icon next to the browser address bar.

Image of Google Chrome web browser properties

2. Select More tools > Developer tools

Image of Google Chrome more tools

3. Select the Application tab at the top, then Storage in the list that comes up on the left
4. Select Clear site data

Clear the site data in a Clipchamp project as a troubleshooting option

5. Lastly, refresh the Clipchamp page and open the editing project again

G). Hardware and project lengths If none of the above suggestions help, consider opening the Clipchamp project on a different computer, or breaking up a longer project into several shorter ones.

The processing that happens when editing, loading media files and exporting a completed project can be compute-intense and can bring the computer you're using to its limits, depending on the length, format, and file size of the media files you're adding to a Clipchamp project and the amount of free memory, type of graphics card, and CPU your device has available.

The available memory/RAM should be at least 8 GB (16 GB or higher is better) and your machine should be a 64-bit computer running a 64-bit OS and the 64-bit version of Edge or Chrome.

The graphics card is another important factor and should be a recent model.

There should be enough free space on your computer's internal drive as well, which is required for temporary files during the video processing and exporting phase. The available free space should be more than the size of the video files you're using in your project.

If you're working with an older computer that doesn't meet these requirements, the editor may still function, but you could encounter problems like slow performance, freezing, and crashing, and would have a better experience on a different computer.

Alternatively, you can try breaking up a longer editing project into several shorter ones and test if shorter projects load correctly. "

I hope this information helps, if you require further help or information, please let me know.

Best Regards, Seun

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