Troubleshooting

Fix connection and timeline errors

Start with the exact message on screen. Um Out is deliberately specific about why it stopped, and most messages name the fix. Everything on this page is a failure that has actually happened, with what causes it and what to do.

The engine chip says Offline

Um Out has two halves: the panel inside Premiere, and a small companion engine that does the analysis. The chip in the top bar is the panel telling you it cannot reach the engine.

1. The engine starts on its own when you sign in to Windows. Check Task Manager for umout-agent. If it is not there, sign out and back in.
2. If it is running and the panel still says Offline, reload the panel from the Premiere panel menu. The engine keeps running; only the panel reconnects.
3. If a firewall, VPN, or security tool blocks connections to localhost, Um Out cannot reach its own engine. Premiere refuses plain HTTP for plugins, so the connection is HTTPS on a loopback address and some tools treat that as suspicious.

“This tool needs a local transcription model”

Filler words, bad takes, and captions all read a transcript, so all three need the speech model. Silence removal does not and keeps working without it.

The model downloads the first time you use one of those tools. That first run is slow and can look frozen; it is not. Every run afterwards is fast.

“Um Out is set to read A1, which has no dialogue”

The voice track selector is pointing at a track your dialogue is not on. The message names the tracks that do have audio. Open Choose the source at the top of the tool, set Voice track to that track, and scan again.

This is caught before the scan runs rather than after, because a scan on the wrong track transcribes the whole recording and then cannot be applied.

“Some approved cuts were skipped”

Not an error. Quiet found before the clip starts, after it ends, or in a gap between two clips cannot be cut, because there is nothing there to cut. Those are dropped and the rest are applied, and the message names the range and the span of the dialogue clip so you can see which it was.

If it happens on every scan, your dialogue clip probably does not start at the beginning of the timeline. Nothing is wrong with the edit.

“The approved cuts do not line up with the dialogue clip”

Only appears when nothing lines up. Two causes, and they have different fixes.

• The timeline changed since the scan. Something moved between reviewing and applying. Re-scan and review the fresh cuts.
• The scan read a track it cannot edit. Re-scanning will not help, because the second scan reads the same track. Fix the source selector first.

“Timeline changed after analysis”

A safety stop, not a failed edit. Um Out fingerprints the timeline it reviewed; if clips move or another tool edits the sequence, the preview you approved no longer describes what is there. Choose Re-analyze and apply the new proposal.

Premiere crashed partway through an edit

A long pass is hundreds of separate operations, and a host crash can land between any two of them. What you are left with is a partly rebuilt timeline, usually audio cut and picture not.

1. Do not save the project. Premiere auto-saves to an Adobe Premiere Pro Auto-Save folder next to your project file. Open the most recent one from before the crash.
2. If the timeline is still open, press Undo repeatedly. Every Um Out step is its own undo transaction, so undoing past the whole rebuild restores what it changed.
3. Do not try to match clips back together by hand. You should not have to, and it is the slowest route.

To make it less likely: keep the backup option on, and cut a long stream in halves using In and Out points rather than in one 170-cut pass. The larger the batch, the more of Premiere you are asking for at once.

Sign-in never opened a browser

Some Premiere builds will not let a plugin open a browser. The sign-in screen shows the address as text underneath the code for exactly this reason: copy it into any browser, on that computer or your phone, and approve the code. Um Out keeps waiting and finishes signing in on its own.

The panel is not in Premiere at all

Um Out installs to a folder Premiere reads at launch. Quit Premiere fully and reopen it, then look under Window → UXP Plugins. If it is still missing, the installer’s last page has a box to install through Creative Cloud instead; tick it and tell support, because it means the normal path did not work on your machine.

Filler words are found but not removed

Check whether they are ticked in the review list. Anything below the confidence threshold is listed but starts unchecked, so you opt in rather than having a word removed on a guess. Context-dependent words like “like” and “actually” always start unchecked, because they are real words as often as they are filler.

The analysis found no quiet gaps

Confirm you selected the dialogue track rather than music, then set Pacing to Fast, or lower Shortest pause to cut under Settings → Timing. Constant room noise can sit above the threshold and read as speech throughout, which is also why a pause with background noise in it is sometimes missed.

Media is offline or unsupported

• Relink missing media in Premiere and confirm the clip plays with audio.
• Use a real local media file. Adjustment layers, nests without accessible audio, generated items, and some dynamic-linked sources do not expose analyzable audio.
• On macOS, folders like Downloads, Desktop, and Documents are protected. If the engine is blocked from reading your media, move it somewhere unprotected or grant access under System Settings → Privacy & Security.

Read the companion log

When the panel says something failed but not why, the engine wrote down what happened. The log is here:

• Windows: %APPDATA%\Um Out\logs\companion.log — paste that into the address bar of any Explorer window.
• macOS: ~/Library/Application Support/Um Out/logs/companion.log — in Finder, press ⌘⇧G and paste it.

Each line is one event with a timestamp and a result. The newest lines are at the bottom, so read from there upwards until you find the failure.

It is written to be safe to send. Transcript text, media paths, and project names are never recorded, only short one-way fingerprints of them, which is enough to line up two events without revealing what you are working on.

What to include in a support report

• macOS or Windows version, Premiere Pro version, and Um Out version.
• The exact on-screen error text, including the part in brackets after “details:”. That detail names the actual failure and is usually the whole answer; without it a report is a guess.
• Whether the media is local, proxied, nested, multicam, or dynamically linked.
• A screenshot of the relevant tracks with private project names hidden.
• The last 30 lines of the companion log with API keys and personal paths removed.

Email those details to hello@umout.ai. Never send an API key, project archive, or unreleased client footage unless support explicitly arranges a secure transfer.