Frequently asked questions
Check the version, entitlement and actual file before attempting recovery.
On this page
What this helps you do
Check the version, entitlement and actual file before attempting recovery.
When to use it
An operation produced an unexpected result and you need a practical starting point for diagnosis.
Before you begin
Use the desktop app and check the edition requirement: Basic / Pro. The current published version is shown above. Confirm the selected item and playhead before changing anything. This audit does not verify a physical Windows device.
Step by step
Screenshots: Mac v1.7.0 Follow each step with the real app interface below. Select an image to enlarge the marked area.
- Missing control: check the version notes, whether the feature is source-only, your selection and your entitlement.
Figure 1 The actual version shown in the license window. Compare it with the download page and article version. - Walking in place: check whether you added only a walk cycle without position keys or a path.
Figure 2 The action-clip list and add controls. A walking clip is loaded here; translation is arranged separately. - Export issue: try a shorter project or lower resolution, open the output and keep the exact error.
Figure 3 The watch/communication export panel. After export, open the actual file in a player to verify it. - Missing project or media: stop overwriting files and look for a complete bundle or snapshot. Copying only JSON may leave images and audio behind.
Figure 4 The complete project bundle under continue editing/back up carries referenced assets for migration. - If you still need help, email wd@edria.cn with the app version, OS, reproduction steps and a redacted screenshot. Never include keys or license receipts.
Figure 5 The actual version shown in the license window. Compare it with the download page and article version.
If AI connects but cannot edit, check the actual window, service version and device entitlement. Connection is not authorization and does not prove that Pro was not purchased.
Changes in 1.7.0
New BMR codes require online activation, then automatic verification every 24 hours with up to seven days offline. Network failures do not extend a permit. Confirmed suspension, revocation or an expired offline permit returns the app to Basic while preserving the project and media. Existing BM2 retains its original rules. Video can include a valid project audio track; written production materials use one ZIP. Save a full editable project backup separately.
Settings and edit scope
| Control or concept | Meaning and boundary |
|---|---|
| Trial expiry | Returns to Basic without deleting the full project; advanced editing is limited. |
| Offline use | Basic editing and preview can work offline. Trial checks, initial purchased activation and external AI require connectivity. |
| Device changes / refunds | Follow the purchase terms and support process for the particular order; this page does not promise automatic handling. |
Check the result
You can narrow the issue to installation, entitlement, interaction, media or encoding, with reproducible evidence.
Troubleshooting and recovery
Do not reset trial identity, delete app data or expose purchase receipts while troubleshooting. A live checkout is not a free test.
If the result is unexpected, stop playback, check the selected item and time, and use Undo before making another change. Keep a backup rather than repeatedly overwriting the project.
Keep learning
Existing customer answers
Is the app in English?
The website now has English pages. The desktop app supports Chinese and English. Switch the interface language in the app; project names and authored text are preserved.
Does it need an internet connection?
Scene editing, playback and core exports work locally. Purchasing, first-time activation and claiming, restoring and verifying the one-time trial at launch and while running require an internet connection. Trial eligibility uses a product-specific hash of a system device identifier; the server stores this hash, trial dates and the legacy-trial flag, never the raw identifier, project or private key. The trial requires online verification at each launch and every 5 minutes while running. If verification fails, Basic remains available. New BMR managed licenses require a compatible app and initial online activation, then hourly checks and up to seven days offline. Connection failures do not extend the permit. Expiry, suspension or revocation returns to Basic and keeps projects. Legacy BME/BM2 offline terms are unchanged. Optional AI chat connects to your chosen model provider with your own API key; relevant prompts and scene information are sent to that provider. Update checks also use the network when enabled.
What happens after the trial?
Claim a one-time 7-day Pro trial online in the desktop app. It starts when successfully claimed and requires online verification at each launch and every 5 minutes while running, with marked exports. Reinstalling does not extend it. Existing 14-day trials keep their original expiry. No automatic charges. After it ends, the app returns to Basic: core scene editing and playback remain available, with up to 20 objects / 3 shots and marked 720p review videos. Advanced staging, creative tools, MCP automation and professional delivery require Pro. Complete existing projects can still be opened, saved and previewed.
How does activation work?
New BMR managed licenses require a compatible app and initial online activation, then hourly checks and up to seven days offline. Connection failures do not extend the permit. Expiry, suspension or revocation returns to Basic and keeps projects. Legacy BME/BM2 offline terms are unchanged. Paste your BME purchase credential into the desktop application’s license panel. The first activation verifies the order online and issues a BM2 license bound to that device. The device private key stays on your computer. Once activated, the license can be verified offline during its validity period. Personal Pro covers one device; Team covers up to five. Repeating activation on the same device does not use another seat. Clearing the license does not release a seat. For a device change, contact the seller with your order ID. Reinstalling the operating system or deleting application data may require reactivation.
Can I use an old existing project?
Export JSON or a complete project package from the original edition, then open it in the desktop app. Browser autosaves do not transfer automatically. Include reference media in a complete project package when moving between machines.
How do I connect an AI assistant?
Open the MCP help in the desktop app and copy its setup text to the assistant on your computer. The desktop build bundles the required runtime. Enable the MCP service after each application restart. Scene automation and professional delivery require Pro or an active trial; connection status and project reading are available in Basic. Moving the app can change the paths in the configuration; copy a fresh configuration afterwards.
What if the app or an export fails?
Save a project backup. Record your operating system, app version, the operation that failed and the visible error. For a download warning, verify the official source and checksum; do not disable system-wide security protections.
Include your app version, operating system and the error message. Never include your license or API key.