Help
Get back to your workflow.
Start with the relevant check below, or email hello@nexusmam.com for Nexus setup and usage questions.
I cannot find or connect to the Coordinator.
Check that the Coordinator service is running and use the address supplied by your Admin. Try manual address entry if discovery does not find it. Verify that both machines have the intended network access; remote connections require separate configuration.
Do not disable your firewall or accept an unfamiliar certificate just to make the connection work. Ask your Admin to verify the expected Coordinator address and certificate. If they cannot verify it, stop and contact support with your build details.
The library is empty or a folder is missing.
Ask your Admin to check that the folder is approved, indexing has run and your account has permission to access it. Pairing a Worker does not automatically approve every folder on it.
A clip previews but I cannot import it.
Confirm that the video/audio proxy is ready, the Coordinator is reachable, your Resolve project is open and there is space for a local download. For still images, the original file must be reachable for download and import. Tell support which media type and error you see.
A submitted render does not complete.
Check the Nexus Coordinator app, its signed-in user session, the supported Resolve Studio environment and access to originals. Confirm render settings were established in Resolve before submission. Collect the job status and error text; do not assume repeated submission fixes an unavailable source.
Uninstall, upgrade and recover safely.
If you are trying to fix a connection, preview or render problem, start with the checks above. Reinstalling is not a recovery method and may leave the same connection settings in place.
Before changing an existing installation
- Record the Nexus version and component on each affected computer.
- Pause new work and let active transfers and renders finish.
- Ask your Admin to identify the library database, configuration, original footage, generated media and Resolve projects that must be kept.
- Confirm a recoverable backup and the removal or upgrade procedure for your exact build. A copy of a database while it is running is not a verified restore point.
What to preserve
Keep original footage backed up separately. Do not delete shared folders, generated media, models or the plugin's media cache just to free space. Resolve projects may still reference imported files in that cache.
Resetting Mac connection settings
On Mac, removing the plugin can leave its saved Coordinator address and connection settings behind. Do not remove the shared Electron settings folder to reset Nexus; ask support for a scoped reset of the relevant settings.
For the 0.10.5 test packages
A complete upgrade, removal and restore procedure has not yet been verified for these packages. Contact support before upgrading, removing or restoring an installation that contains work you need to keep.
Tell us your installed version, component and whether you want to upgrade, remove the software or recover from a problem. We can then identify the appropriate next check. Do not downgrade a populated installation or repeatedly resubmit a failed render as a recovery shortcut.
Can I report a bug or a security concern without an update pass?
Yes. Email hello@nexusmam.com. Bug/security reporting and license/payment assistance remain available without an update pass. This does not promise a fix deadline or ongoing individualized troubleshooting after paid coverage expires.
For a suspected vulnerability, identify the affected Nexus build, component, observed impact and safe reproduction steps. Do not send credentials, customer media or a public exploit. We will preserve the first report time, route credible security issues for urgent assessment and coordinate disclosure when appropriate.
Help us understand the issue.
Beta support is best effort. A clear, reproducible report helps us separate a Nexus problem from a setup or media issue.
- Your Nexus build, operating system and Resolve version/edition.
- The affected component (Coordinator, Worker or Resolve plugin) and account role (Editor or Admin).
- What you expected, what happened and the steps to reproduce it.
- Relevant error text or a redacted screenshot, if useful.
Remove passwords, access tokens, pairing codes, personal information and confidential file paths. Do not send source footage unless you have permission and we have agreed a transfer method.
Email support