> For the complete documentation index, see [llms.txt](https://flywith24.gitbook.io/flywith24-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://flywith24.gitbook.io/flywith24-docs/troubleshooting.md).

# Troubleshooting

### A video will not import

Open the original in a system video player first. Try a complete MP4/MOV rather than a damaged partial download. Download cloud-stored files before importing and check available device storage. On iPhone, use Photos or the system Files picker; a special codec may still be unsupported despite its filename extension.

### FIT or GPX cannot be parsed

Export the original complete activity file from the device or platform. A summary page, screenshot, or truncated download lacks the required records. FIT, GPX, and CSV are supported; TCX is not. If import fails, retain the error and source details for support.

### HUD data is missing

Confirm that the activity recorded the metric, is bound to the correct rider, and overlaps the video timeline. Whole-activity missing metrics are hidden; some fixed cards show dashes for local gaps. Weight/FTP are needed for their derived metrics. A recorded zero is valid, not automatically missing data.

For laps, enable the optional Race lap card and check whether FIT/Strava supplied lap records. Disable short-lap filtering temporarily if expected short laps are absent. Route flags do not generate GPS laps. For electronic shifting, use an original FIT with gear-change events; Strava does not provide these events.

### Data is several seconds or hours out of sync

Check that video and activity came from the same outing. Confirm the detected shooting time; transfer or editing can remove metadata. Use the available timestamp correction for an eight-hour mismatch, then adjust each video's offset. Pause at a visible event and adjust the corresponding activity time in small steps. Watch the preview, reverse the adjustment if the mismatch grows, and verify another point in the clip rather than relying solely on the matched status.

### Strava will not connect or load an activity

You need network access to Strava. Retry a cancelled or timed-out authorization; if the app asks you to authorize again, reconnect the same account. A rate-limit error should be retried later rather than repeatedly. Manual activities without time-series records cannot supply HUD data.

On Mac, the seven-day cache limit is checked when the cache is read; expired data is removed and must be fetched again. The app does not guarantee deletion in the background while closed. On iPhone, reopening a Strava draft and preparing an export requires a fresh network fetch. If only laps fail, other telemetry may still be available: synchronize again to retry lap loading.

As of **October 3, 2026**, Strava access remains subject to the application's current **ten-athlete capacity**. A capacity increase has been requested and is under review, **not approved**. If you cannot authorize because capacity is full, import an original FIT/GPX/CSV instead and contact support. No expansion date is promised.

### Export fails

Check free space, source-file access, and the selected destination. On Mac, select the export folder again if needed, try a short segment, and copy Task Center's error/diagnostics. On iPhone, keep the app in the foreground; backgrounding cancels the task. Check Photos add permission or try sharing the result to Files. Reopening/exporting a Strava draft also needs network access.

### Preview and export look different

HUD layout should remain consistent. Player scaling, display color management, and translucent materials can cause small differences. Export a short sample and check it in a suitable player. iPhone output is capped at 1080p. Report significant position, size, or color errors with source details, chosen template, and export diagnostics.

### App is read-only

You may not have started the trial, the trial may have ended, or purchases may still be checking. Start the trial, purchase Lifetime Unlock, or restore with the Apple Account that bought it. Mac and iPhone share the purchase and trial start; reinstalling does not grant a new seven days. Your projects/drafts are retained. Contact support with the displayed state and error if restoring fails.