Troubleshoot Rendering Issues

Most render issues come from missing product media, long text, a format/template mismatch, exhausted render allowance, or a temporary processing problem. Start with the checks below before contacting support.

Product images are missing

Confirm that the selected product still has images in Shopify and that the images are accessible to the app. If you recently changed product media, refresh the product inside PufferCut and try the preview again.

If no products or images appear, check troubleshoot app access and Shopify permissions PufferCut uses.

Text does not fit

Shorten product copy, offer text, or the call to action. Videos have limited space, especially in vertical and square formats. Short copy is usually easier to read and more reliable across templates.

See edit copy and calls to action for copy examples.

Format or template does not fit the product

Try a simpler template or a different format if:

• the product is cropped too tightly
• the title wraps over several lines
• the price or offer covers the product
• a wide product is used in a vertical format
• a vertical image is used in a wide format

Preview every format separately before rendering.

Render is slow

Some renders take longer depending on format, template complexity, queue load, media size, and Shopify file processing. If a render has been stuck for an unusual amount of time, refresh the app and check whether the status changed.

If the render is still stuck, contact support with the render name, product name, selected format, and approximate time it started.

Render failed

Try these steps:

1. Preview the video again.
2. Choose a product image that loads correctly.
3. Shorten crowded text.
4. Try a different format or template.
5. Check your remaining render allowance.
6. Start a new render.

For allowance details, see render allowances and failed renders.

Download or product-page issues

If the render is ready but the download does not work, the video does not appear in Shopify Files, or the product-page attachment is missing, see download and product page issues.

What to include in a support request

Include your store domain, product name, render name or time, format, template, what you expected to happen, and any screenshot or screen recording that shows the issue.