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Symptom

You started an Architect run and it failed before completing. The run shows a status of Failed, Aborted, or Timed out, or you see a message like Run aborted — unexpected stop, Operation timed out, or Concurrent operation conflict.

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Likely cause

Most run failures fall into one of three buckets, all of which are recoverable:
  • Transient infrastructure error — a temporary load-balancer timeout, a model API hiccup, or a brief database session issue. These resolve on retry.
  • Concurrent operation conflict — Klarity limits each user to one active operation at a time. If you started a second run while the first was still processing, the second auto-fails.
  • Token / time limit — for very large documents (typically more than 20–25 sections, or a video longer than ~720 minutes), the run can exceed processing limits.

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Fix

Walk through these steps in order. Most users only need step 1.
  1. Wait 60 seconds, then retry. Open the run and click Retry. About 70% of run failures resolve on a clean retry.
  2. Check for parallel operations. If you have multiple runs in progress, wait for the others to complete (or cancel them) before retrying. Klarity processes one operation per user at a time.
  3. For large documents, split the input. If the document has more than 25 sections or the source file is over the size limit, break it into smaller pieces and run them separately.
  4. For videos longer than ~12 hours, split the video and process each segment as a separate run.
  5. If the same run fails twice on retry, do not keep retrying. Move on and contact support.

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When to contact support

Contact support if:
  • The run fails on two consecutive retries with the same error message.
  • The error message references a database error, an S3 error, or contains a stack trace.
  • You see No section in template with ID or BPMN conversion failed — these need a template review.
When you contact support, include: the run ID, the exact error message, the file you were processing (or its size and section count), and the timestamp of the first failure.