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Troubleshooting

Common issues and their solutions. If you can't find your issue here, contact support at support@he2.ai.

"API Key not found" Error

Problem: Getting 401 Unauthorized

  • Verify API key format: he-xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
  • Check for extra spaces or characters
  • Ensure key hasn't been revoked
  • Try creating a new API key

"Rate limit exceeded" Error

Problem: Getting 429 Too Many Requests

  • Check usage in dashboard
  • Wait for reset time in X-RateLimit-Reset header
  • Upgrade plan for higher limits
  • Implement exponential backoff

Tasks Taking Too Long

Problem: Tasks running for extended periods

  • Check task status regularly
  • Some tasks (videos) naturally take longer
  • Break complex requests into smaller ones
  • Contact support if task seems stuck

Missing Files

Problem: Expected files not in response

  • Verify task status is "completed"
  • Check if files were actually generated
  • Try more specific prompts
  • Use include_file_content=true parameter

Connection Timeouts

Problem: Requests timing out

  • Increase timeout value (up to 600 seconds)
  • Check internet connection
  • Try during off-peak hours
  • Break large requests into smaller ones

Getting Help

If you're still experiencing issues: