ACE Music
Create and edit

Uploads are slow, stuck, or failing

Troubleshoot file transfer separately from melody recognition and song generation.

First check whether the file is still uploading or has moved on to reading its musical content. These are different stages.

Check the file and connection

  1. Confirm that the original opens or plays on your device.
  2. Use the correct input: Audio file for audio, Sheet music for MusicXML/MIDI, and Image or video in Idea for visuals.
  3. Read any file-size, format, duration, or plan-limit message shown by the upload flow.
  4. Check your internet connection. If a transfer has clearly failed, retry once after resolving the cause.
  5. Before uploading again, check Library and the reference card to avoid creating duplicate uploads.

A supported extension does not guarantee that the file's encoding can be read. Export a new copy from your audio or notation software if the original is damaged or uses an incompatible encoding. Do not just rename its extension.

Check available reference slots

Custom Cover uses one source, while Mashup uses two or three. Idea accepts up to three song references and up to three image/video attachments. Remove an unwanted input if the panel says it is full.

If transfer completed but preparation is stuck

See reference recognition troubleshooting. A file may finish transferring before its music is ready for generation.

Contact support

Include the file type and size, the page or workflow, the approximate time, your browser, and the visible error. Never include passwords or API keys.

Find your UID before contacting support

  1. Sign in to ACE Music and open Create.
  2. On a computer, open the account menu from the account area at the bottom of the left sidebar, then choose Account. If the sidebar is expanded, use the ⋯ button. On a phone, tap your avatar at the top of the page, then choose Account.
  3. Find the UID row and select Copy. If copying is blocked, select the UID text and copy it manually.
  4. Include this UID in your support message, along with the details below.

You can also open the Account page directly while signed in. Your UID identifies your account; it is different from a song ID or an order number. If you cannot sign in or open Account, contact support using your registered email address and say that your UID is unavailable. Do not delay reporting the problem just because you cannot retrieve it.

Supported sheet-music input formats

Sheet music accepts .musicxml, .xml, .mxl, .mid and .midi files. PDF files and scanned scores cannot be imported directly. Export MusicXML or MIDI from your notation software before uploading. You can still export a generated score as a PDF.