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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.
CUDA not available - Ingest fails
For hardware acceleration, use an NVIDIA GPU with CUDA 11.8+, or use CPU fallback. Update your NVIDIA drivers from nvidia.com. On laptops, ensure Onset Engine runs on the discrete GPU via NVIDIA Control Panel.
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.