Troubleshooting and FAQs

This guide covers the issues our support team sees most often, with the fastest path to a fix for each. Work top to bottom — the quick checks below resolve the majority of problems. If you get stuck, contact support and we'll take a look from our end.

Start here: three quick checks

Update first. Most crashes and performance issues are fixed in the latest release. Check the releases page or Help > Check for Updates.
Log out and back in. Login, licence and Cloud permission issues usually clear after a fresh sign-in.
Restart the app. Force-quit (Cmd+Option+Esc on Mac) and relaunch before digging deeper.

Crashes and performance

VoiceQ crashes after a macOS upgrade

A known issue after major macOS updates — compatibility patches ship in each release. Download the latest version. Still crashing on the latest? Tell support which macOS version you updated to.

VoiceQ freezes or becomes unresponsive

Force-quit and relaunch. If it recurs, send support your OS version, VoiceQ version (Help > About), the project file size, and whether it happens on one project or all — that detail speeds up diagnosis.

Slow after updating

Make sure you're on 9.2.1 or newer — it includes performance fixes for issues reported in 9.1.1.

VoiceQ Cloud: login, MFA and sync

Can't save or sync a project

Check you're signed in (File > VoiceQ Cloud > Sign In), then try File > VoiceQ Cloud > Force Sync on a stable connection. If syncing appears to load but never completes, log out and back in to refresh your session. Force Sync returning an error? Send a screenshot to support@voiceq.com.

Not receiving the MFA email code

Check junk/spam, confirm your account email is correct, and log out and back in to trigger a fresh code. Note MFA is not available in some European territories. Still nothing? Contact support and we'll check MFA status on your account.

Cloud login prompt appears but you only want the desktop app

Press Cancel — Writer opens normally without a Cloud account. To stop the prompt: Preferences > General, untick 'Connect to VoiceQ Cloud on startup'.

Audio and video

Only the demo media plays

Usually a media URL issue. Reopen the project from the Cloud project list, check any direct media link hasn't expired, or relink via File > Media > Relink Media.

Audio plays in the app but you can't hear it

Preferences > Audio — confirm the right output device (not 'Built-in Output' with an external interface), and check the device isn't locked by Pro Tools or another DAW.

MIDI error on playback with Pro Tools

Check MIDI Beat Clock is set to the correct port (Setup > MIDI > MIDI Beat Clock), then select GEN MTC in the Transport's synchronisation options. Full details in Setting up your studio.

Licensing and iLok

New computer — transferring your licence

Deactivate on the old machine first (iLok License Manager > right-click the licence > Deactivate), then activate on the new one from 'Available'. No access to the old machine? Contact support to revoke and reissue.

Licence not showing in iLok License Manager

Confirm you're in the correct iLok account, hit sync/refresh, and check under 'Available'. Missing entirely? Send support your iLok username.

Cancellations, upgrades and refunds

Use the cancellation form with at least 10 days' notice. Refunds are generally available within 30 days of purchase for wrong-product or not-as-expected purchases.

Script and media formats

Script import failed

Check the file is a supported format — .vqd, .docx, .fdx, .srt, .itt, .ttml, .xml — and free of unusual characters or formatting. .PAC isn't supported natively; convert to .SRT first.

Media upload to Cloud times out

Use MP4 (H.264) or MOV for video and WAV, MP3 or AAC for audio. Files over 5 GB may time out — compress to a lower bitrate, or link hosted media via File > Media > Link Media URL.