Settings and Troubleshooting
Sequence Is Not Working
Report the problem
Before changing installations, note the app version, the exact message, what you were doing, and whether source media is on an external or network drive. Check Action Center for an unfinished or failed job. For playback problems, include the diagnostics copied from the player menu; review them before sharing.
Contact support with those details. If a problem began after an update, mention which version last worked. Do not replace the app with an older release as a first troubleshooting step: an older build may not understand your upgraded library.
Choose the right recovery
| Problem | What to do |
|---|---|
| Upgrading library or Library upgrade paused | Follow library upgrade guidance. Keep library files in place and quit other Sequence copies if asked. |
| Keychain access required | Allow access to the existing library key, then choose Try Again. Do not delete the key or reset the library to get past a permission prompt. |
| Library requires a newer app | Update Sequence. An older app cannot convert the library back to its own format. |
| Media is missing or inaccessible | Use the project's Re-link action to locate the source and grant access. Rechecking alone cannot restore a revoked folder permission. |
| Transcription model download failed | Open Settings → Transcription, read the failure message, and retry the download or verification step offered there. |
| CLI or assistant cannot connect | Keep Sequence open and unlocked, enable Automation, and follow the CLI or MCP troubleshooting steps. |
If the app is still busy with a job, inspect its status before quitting or retrying an operation. A job that failed to export may still have saved its earlier project edits.
If the database cannot open
The database recovery screen offers a retry. Where an iCloud backup is available, it also offers Restore from iCloud. Restore replaces the local database rather than merging it, and the backup does not include your source media. Check the backup date before confirming and relaunch when prompted.
Delete Local Database is a last-resort reset, not a repair. It starts a new local library and keeps a diagnostics copy of the previous database files on this Mac. That diagnostics copy is not a promise that your work can be restored. Contact support before resetting if you need to recover projects or edits.
Keychain-permission and paused-upgrade screens deliberately offer Try Again and Quit, not database deletion. Follow the specific message instead of manually removing files.
Do not downgrade an upgraded library
Replacing the app with an older release does not reverse a library upgrade. An older build may be unable to open the upgraded library. Do not open your active library with an older app or copy old database files over it.
If support requests a comparison with an older release, preserve the current library and work only with a separate compatible pre-upgrade copy. A retained original library does not contain edits made after migration. See Upgrading your library before changing installations.
For refund terms, see the refund policy.