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No ticket bots, no auto-replies. Search the docs first - most answers are already there. Still stuck? Email us and a real person answers, usually within a few hours.
Troubleshooting FAQ
FFmpeg not found? libmpv-2.dll missing? Render crashes? Start here - the most common issues have step-by-step fixes.
Browse the Docs →Full Documentation
Installation, ingest modes, the v3 Driver System, presets, and configuration reference. Everything in one place.
Read the Docs →Email Support
Technical issues, bugs, activation problems, machine transfers, refunds - all of it. Include your config.yaml, error log, and Onset Engine version if you're reporting a bug.
support@onsetengine.comQuick Fixes
ffmpeg is not recognized
FFmpeg is bundled with Onset Engine. If you see this error, verify the ffmpeg/ folder exists in your installation directory. If missing, re-extract from the original download archive.
libmpv-2.dll not found - DJ Mode won't launch
MPV is bundled with Onset Engine. Verify the mpv/ folder exists in your installation directory with mpv.exe and libmpv-2.dll. If missing, re-extract from the original download archive.
Ingest runs on the CPU instead of the GPU
Ingest still completes on the CPU, just more slowly. Onset Engine accelerates AI analysis on NVIDIA GPUs from the GTX 16-series and RTX 20-series onward, including the RTX 50-series. Older cards (GTX 10-series and earlier) always use the CPU for analysis - hardware encoding still works.
If you have a supported card and analysis still runs on the CPU: update your NVIDIA driver from nvidia.com, and on laptops make sure Onset Engine runs on the discrete GPU via the NVIDIA Control Panel. The startup log names the GPU it detected and the architectures this build supports, which tells you which case you are in.
Render output has no audio
Ensure your music file path has no special characters (emoji, CJK). Use standard formats: .mp3, .wav, .flac, .ogg. Re-select the music file and re-render.
DJ Mode keybinds aren't working
Click inside the MPV playback window to give it focus. Keybinds only work when the MPV window is active. Press ? for the help overlay.
Still Stuck?
Email us with your config.yaml and the error output - most replies come back within a few hours.