Support Hub
Welcome to the Onset Engine support hub. If you’re running into issues or have questions, follow the steps below to find the help you need.
1. Search the Documentation
Section titled “1. Search the Documentation”Before reaching out, try searching the documentation. Use the search bar at the top of the page (or press Ctrl+K / Cmd+K) to quickly find what you need. Many common issues regarding ingest, rendering, and licensing are already covered in detail.
2. Troubleshooting FAQ
Section titled “2. Troubleshooting FAQ”Check the Troubleshooting FAQ for step-by-step fixes to the most common issues - FFmpeg not found, MPV DLL missing, CUDA errors, render problems, and more.
3. Frequently Asked Questions
Section titled “3. Frequently Asked Questions”What are the system requirements?
Section titled “What are the system requirements?”- CPU: Quad-core or better. Works on 5-year-old hardware.
- GPU: Optional. An NVIDIA GPU speeds up AI clip analysis (CUDA) and enables hardware video encoding (NVENC). AMD GPUs support hardware encoding via AMF. No dedicated GPU is required - everything works on CPU.
- RAM: 8GB minimum (16GB+ recommended).
- OS: Windows 10+ (64-bit).
How do I activate a license key?
Section titled “How do I activate a license key?”- Launch Onset Engine.
- Click the tier badge button (e.g., Demo) in the upper-right corner of the header, next to the settings gear and theme toggle.
- In the License & Activation dialog, paste your license key and click Activate.
How do I reset the library database?
Section titled “How do I reset the library database?”Click the ⚙️ Global Preferences gear icon in the header, navigate to Database Management, and click Reset.
Where are my renders saved?
Section titled “Where are my renders saved?”Each project has a folder in your projects folder (output_clips inside %APPDATA%\Onset Engine unless you’ve chosen another in ⚙️ Global Preferences). When a render finishes, the Render Complete window shows the file name and where it’s saved, with ▶ Play and 📂 Show in folder; the bar above the timeline offers the same two buttons.
How do I update Onset Engine?
Section titled “How do I update Onset Engine?”Updates are delivered via a new download link. Check your email or the purchase page for the latest version. Always back up your config.yaml and any custom drivers before updating.
4. Contact Us
Section titled “4. Contact Us”If you still need help, reach out directly - a real person reads every email, usually within a few hours:
📧 Email Support: [email protected]
When emailing, please include your operating system, Onset Engine version, and any relevant error logs or screenshots to help us resolve your issue faster.