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UltiVoice Docs

Troubleshooting

Use this page to diagnose and fix common issues. Each entry follows Symptom → Cause → Fix format. For anything not covered here, email support@ultivoice.com.

Installation fails

Section titled “Installation fails”

Symptom: Installer is blocked, quarantined, or Windows SmartScreen refuses to run it.

Cause: SmartScreen flags newly signed or infrequently downloaded executables. Antivirus may quarantine PyInstaller-frozen binaries.

Fix:

  1. Click More info → Run anyway in the SmartScreen dialog. The certificate is valid — this warning is cosmetic for new software.
  2. If your AV quarantines the file, add the UltiVoice install directory (default: C:\Program Files\UltiVoice) to your AV exclusion list, then re-run the installer.
  3. Verify the installer hash against the SHA-256 listed on the Download page before running.

Activation: “Invalid code” or “Code expired”

Section titled “Activation: “Invalid code” or “Code expired””

Symptom: Entering the activation code shows an error.

Cause: Code mistyped, already used, or the 15-minute validity window elapsed.

Fix:

  1. Go to account.ultivoice.com/account?desktop=1 and click Activate on this machine for a fresh code.
  2. Enter the new code within 15 minutes.
  3. Copy-paste rather than retyping to avoid transcription errors.

For full activation steps, see Activation.

Activation: “Seat limit reached”

Section titled “Activation: “Seat limit reached””

Symptom: Activation fails — all seats are in use.

Cause: Your license has reached its machine limit.

Fix: Deactivate an existing machine from the Machines page in your account portal, then retry. See Machines & Seats.

Activation: “Cannot connect to License Authority”

Section titled “Activation: “Cannot connect to License Authority””

Symptom: Activation dialog times out or shows a network error.

Cause: Outbound HTTPS to ultivoice.com is blocked by firewall, VPN, or proxy.

Fix:

  1. Confirm internet access: open https://ultivoice.com in a browser.
  2. Allow outbound HTTPS (port 443) to ultivoice.com in your firewall rules.
  3. Disable VPN temporarily if one is active, then retry.
  4. On a corporate network, ask IT to whitelist ultivoice.com.

Models won’t download / disk full

Section titled “Models won’t download / disk full”

Symptom: Model download stalls, errors, or never completes.

Cause: Insufficient disk space, slow connection timeout, or unreachable download host.

Fix:

  1. Check free disk space — the full model set requires ~10–11 GB. See System Requirements.
  2. Free space if needed (empty Recycle Bin, clear %TEMP%).
  3. Retry — UltiVoice resumes interrupted downloads from where they left off.
  4. For an offline model package (slow connections, air-gapped machines), contact support@ultivoice.com.

Sidecar won’t start / shows “Not running”

Section titled “Sidecar won’t start / shows “Not running””

Symptom: Status bar shows Sidecar: Not running (red); pipeline jobs refuse to start.

Cause: Python sidecar process failed to launch — AV blocking the exe, missing Visual C++ redistributable, or port conflict.

Fix:

  1. Add %LOCALAPPDATA%\com.btgroup.ultivoice\ and the install directory to your AV exclusions.
  2. Check the sidecar log at %APPDATA%\com.btgroup.ultivoice\logs\sidecar.log for Python tracebacks.
  3. Install the latest Microsoft Visual C++ Redistributable x64.
  4. Restart UltiVoice. If still failing, restart Windows and try again (clears any port conflicts).

Pipeline job errors or hangs

Section titled “Pipeline job errors or hangs”

Symptom: A pipeline job shows Error or stops progressing for more than 30 minutes.

Cause: Model loading failure, GPU out-of-memory (OOM), or corrupted source video.

Fix:

  1. Open the error detail in the progress panel for the failing stage.
  2. Check %APPDATA%\com.btgroup.ultivoice\logs\sidecar.log for a traceback.
  3. GPU OOM: go to Settings → GPU and reduce the VRAM limit, or switch to CPU mode.
  4. Corrupted video: re-encode with FFmpeg before importing: ffmpeg -i input.mp4 -c copy output.mp4.
  5. Restart UltiVoice and retry — completed pipeline stages are cached.

Export / render errors

Section titled “Export / render errors”

Symptom: Export step fails with an FFmpeg error.

Cause: Output path issue, codec problem, or disk full during render.

Fix:

  1. Ensure the output folder exists and your account has write permission.
  2. Avoid output paths with non-ASCII characters or paths longer than 260 characters.
  3. Check free disk space — rendering can use 2–3× the final file size temporarily.
  4. Switch from NVENC to software H.264 if GPU encoding fails.
  5. Review the full FFmpeg error in Settings → Logs → FFmpeg.

GPU not detected / CUDA shows as CPU

Section titled “GPU not detected / CUDA shows as CPU”

Symptom: Status bar shows CPU even though an NVIDIA GPU is installed.

Cause: CUDA drivers not installed, outdated drivers, or unsupported GPU.

Fix:

  1. Install the latest NVIDIA driver from nvidia.com/drivers.
  2. Confirm GPU support: GTX 10-series or newer (Pascal 2016+) with CUDA 11.8+.
  3. Restart UltiVoice after driver install.
  4. Check Settings → GPU → CUDA status for a diagnostic message.

Still stuck?

Section titled “Still stuck?”

Email support@ultivoice.com with:

  • UltiVoice version (from Settings → About).
  • Sidecar log: %APPDATA%\com.btgroup.ultivoice\logs\sidecar.log.
  • Steps to reproduce the problem.