Troubleshoot a stuck or failed task

Start with the status card

Return to the conversation that created the task and refresh once. Refreshing reloads the latest status; it does not restart an active task.

• Queued: the request is waiting for a worker. Give it time before taking another action.
• In progress: Pelayar is still working. The visible phase may stay the same while it reads files, gathers evidence, reviews media, or prepares the result.
• Paused: follow the approval or continuation action shown on the card.
• Needs attention or Failed: the run has stopped. Read the message and copy any support reference before deciding what to do next.
• Cancelled: the run has ended and a new request can be sent after you confirm the original is no longer active.

Recover the request

1. Check that the intended tool, project, file, or attachment is shown with the original message. If a selection is missing, see Restore missing attachments or @ selections.
2. If the card is still active, wait for the phase to change. Do not send the same request again while it is queued or running.
3. If the card offers Retry or Continue, use that action and follow the message it provides. These actions are not available for every failure.
4. If the task timed out or the request was too large, try a narrower question, fewer files, a shorter media segment, or a smaller upload. Project research has a maximum execution window of about one hour; see Tasks running in the background.
5. If the original run has reached a terminal state and no recovery action is offered, send one new request with the corrected input. Keep the original conversation reference for support.

When Cancel is unavailable

Some video work cannot be cancelled while Pelayar is indexing the source. If the card shows video indexing and there is no Cancel action, let that phase finish or reach a terminal state instead of submitting a duplicate.

Common causes and fixes

• File problem: confirm the format, size, and processing status in Upload files to a request and Supported file types and workflow limits. Remove an empty or damaged upload and try a supported copy.
• YouTube unavailable: open the link directly on YouTube and check visibility, sign-in, region, age, copyright, and embedding permissions. Use Add a YouTube video for the complete checklist.
• Credits or storage: review your balance and limits in Understand credits and usage before retrying a large or media-heavy request.
• Temporary service issue: wait for the task to stop, refresh the original conversation once, and retry only when the card offers it. Repeated submissions can create duplicate work or additional processing charges.

Your project files are usually still safe

A failed analysis run normally does not delete files that were already uploaded to a project. After the run is closed, you can ask a smaller follow-up question from the same project instead of uploading everything again.

Contact support with useful details

If the task fails again or remains unresolved, open Contact Pelayar support and include:

• the conversation, project, or task reference shown by Pelayar;
• the approximate start time and your last visible status or phase;
• the exact error or support-reference text;
• the affected file names, formats, and sizes, or the YouTube link; and
• whether Retry, Continue, or Cancel was shown.

Do not include passwords, API keys, payment credentials, or other secrets in a support request.