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Troubleshooting

Resolve common upload, analysis, platform connection, MCP, billing, and integration problems.

LiveAll plans

Analysis

  1. 1

    Upload does not start

    Confirm the file is a supported video, remains within the applicable size limit, and that the browser can reach the direct storage upload.

  2. 2

    Analysis remains pending

    Open History to confirm the persisted status. Do not submit repeated duplicates while the job is still active.

  3. 3

    Analysis failed

    The reserved credit should be reversed when processing fails. Refresh usage before retrying.

  4. 4

    A result looks inconsistent

    Compare the timeline evidence, mark the issue through support, and use measured platform data before acting on a material claim.

Connections and MCP

  • Reconnect YouTube or TikTok from Creative DNA if the platform reports revoked access.
  • For MCP, remove and re-add the connector when the client cannot refresh authorization.
  • Confirm the server URL is exactly https://retensis.com/api/mcp.
  • A 403 from an MCP tool usually indicates plan or scope access rather than a transport failure.

Contact support

Use the Retensis Contact page. Include the affected feature, approximate time, safe error text, and an analysis or plan identifier when available. Never send access tokens or billing secrets.