Trouble Shooting

When uploading audio and video there are a few issues that can occur specific to your account, browser, or file format. Here are some ways to ensure you can avoid those issues, or diagnose them quickly.

Below you will find ways to help such as: Checking your browser, your Private Network or VPN, internet speed, multi-upload language options, a test file to sanity check, uploading via Dropbox", and reviewing your transcription's logs. 

1. Check your browser

For the best results, make sure you are using Google Chrome and have the latest version installed. You can check your version via this helpful site https://www.whatismybrowser.com/detect/what-version-of-chrome-do-i-have. If the browser and version are up to date, let's inspect your internet connection.

2. Make sure you are on the latest browser version

Chrome is our preferred browser and we test on the latest few minor versions. If you find that your browser is more than a few minor versions behind, please upgrade to the latest. You can learn how to do so here. https://support.google.com/chrome/answer/95414 

3.Use Incognito mode and/or clear your cache

  • Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.
  • Mac: Press ⌘ + Shift + n.

You can start Incognito in Chrome following these steps. Every browser has their own version of Incognito or "Private Browsing" modes. These modes don't load any locally cached files, so browsing in this mode ensures you aren't using a file or app that is out of date. 

4. Are you on a Private Network or VPN?

Some organizations use a VPN to route traffic in various ways. This re-routing an cause issues such as unexpected timeouts on long uploads or strange blank screens, in some rare cases. If possible, turn off your VPN and try again, or try on a different non-restricted computer. 

5. Check your internet speed and file size

The speed of submitting your audio or video file is heavily dependent on your file size and internet upload speed. Google offers a great tool to test your internet speed. Just click this link (or type "Speed Test" in Google search. https://www.google.com/search?q=speed+test. Be sure to record the "upload speed". 

You can review upload time to file size estimates via this helpful link: https://helpdesk.egnyte.com/hc/en-us/articles/201637064-How-Long-Will-it-Take-to-Upload-Backup-or-Download-my-Files-

6. Multi-upload language options

Are you uploading multiple files at once? Awesome! We love this feature too! It allows you to upload multiple files in parallel to speed up your transcribing pipeline. One thing to keep in mind is you must verify the language set for each file. This ensures you can manage files with different languages. Learn more about multiple file uploading here: https://help.konch.ai/article/39-multi-file-uploads

7. Use this test file to sanity check

Here is short clip you can download and use to test your uploader:

They have been used many times by customers to ensure the app works so if you have issues with this file then your file may have an issue, or the internet network you are using has a blacklist for the IP or file type used.

8. Try to upload via Dropbox

Our uploader leverages Amazon S3, one of the most powerful and utilized  storage utilities in the world. If there is some sort of issue with our default AWS uploader, you can try our Dropbox integrations which "uploads" to our services via different networks and channels. You can learn more about how to Upload to Konch via Dropbox here: https://help.konch.ai/article/65-upload-via-dropbox-integration

9. Check your transcription's logs

Check out this article (https://help.konch.ai/article/72-viewing-progress-or-issues-in-transcription-logs) that shows how you can see the logs for your transcription. 

10. Send us some diagnostics

  1. Send us the contents in https://app.konch.ai/d
  2. Open your console and attempt to upload again while recording the screen either with loom.com or your machines screenshot functionality
    https://help.konch.ai/article/46-send-us-your-console-output

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