# How do I fix the "Something went wrong" error message?

Learn how to fix the "Something went wrong" error in Synthesia with a quick browser cache and refresh fix.

If you see the message **_"Something went wrong. Please reach out to our support team for assistance"_** before a video generates, this is usually caused by a browser or cache issue. Follow the steps below to resolve it.

1. Run Synthesia on the latest version of Google Chrome or Microsoft Edge. Use a single tab and close any background apps.

2. _[Clear your cache](https://help.synthesia.io/en/articles/9859230-how-do-i-clear-my-browser-s-cache)_.

3. Do a hard refresh of the page:
   - On Windows: press **Ctrl + Shift + R**
   - On Mac: press **Command + Shift + R**

4. Return to your video and attempt the action again. If the issue persists, _[contact our Support Team](mailto:support@synthesia.io)_.

✍️ When contacting support, include your browser version, operating system, and a description of what you were doing when the error appeared. This helps the team investigate faster.

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### 💬 FAQs

#### **I saw this message somewhere other than video generation. Does this still apply?**

"Something went wrong" is a generic message Synthesia reuses across different parts of the product, so the fix depends on where you saw it. The steps above resolve most pre-generation cases. If you saw it while logging in, see _How do I troubleshoot browser issues in Synthesia?_. If you saw it while creating motion graphics or using AI Playground, confirm the feature is enabled for your workspace before troubleshooting further, then see _How do I fix video generation errors?_.