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Troubleshooting

Common issues and solutions for using Scriptix. Find quick fixes for the most frequent problems.

Upload Issues​

File Upload Fails​

Symptoms:

  • Upload progress bar stuck
  • "Upload failed" error message
  • File doesn't appear in workspace

Common Causes & Solutions:

1. File Size Too Large

  • Limit: Standard upload: 2GB, TUS upload: unlimited
  • Solution: Use TUS upload for files >2GB
  • How: See Large Files (TUS)

2. Unsupported File Format

  • Check: Supported Formats
  • Solution: Convert to supported format (MP3, WAV, MP4, etc.)
  • Tools: FFmpeg, Audacity, online converters

3. Network Connection

  • Check: Stable internet connection
  • Solution:
    • Retry upload
    • Use wired connection if possible
    • Pause other downloads/uploads
    • Try different network

4. Browser Issues

  • Solution:
    • Clear browser cache
    • Disable browser extensions
    • Try incognito/private mode
    • Use different browser (Chrome recommended)

5. Corrupted File

  • Solution:
    • Test file plays on your computer
    • Re-export from source
    • Try different export settings

Upload Progress Stuck​

Solutions:

  1. Wait 2-3 minutes (large files take time)
  2. Check network connection
  3. Refresh page (may need to restart upload)
  4. Try smaller file to test

Upload Successful But File Not Processing​

Check:

  1. Go to STT History to see processing status
  2. Look for error messages
  3. Verify sufficient credits/quota

Solutions:

  • Wait for processing queue
  • Check account balance
  • Contact support if stuck >10 minutes

Transcription Issues​

Transcription Not Starting​

Possible Causes:

1. Insufficient Credits/Quota

  • Check: Account → Usage & Limits
  • Solution: Add credits or upgrade plan

2. File Quality Issues

  • Audio too quiet
  • Heavy background noise
  • Corrupted audio stream
  • Solution: Improve audio quality and retry

3. Processing Queue

  • High demand periods
  • Solution: Wait 5-10 minutes

4. Language Not Supported

Poor Transcription Accuracy​

Common Causes:

1. Audio Quality

  • Background noise
  • Multiple speakers talking over each other
  • Poor microphone quality
  • Low volume
  • Solution:
    • Use noise reduction
    • Record in quiet environment
    • Use quality microphone
    • Boost audio levels

2. Wrong Language Selected

  • Solution: Re-transcribe with correct language

3. Heavy Accent or Dialect

  • Solution:
    • Use custom model if available
    • Create glossary for terminology
    • Manual editing after transcription

4. Technical/Specialized Terminology

  • Solution:
    • Create glossary with terms
    • Use custom model
    • Apply glossary to transcription

5. Audio Issues

  • Compressed audio format
  • Low bitrate
  • Sample rate too low
  • Solution: Use higher quality audio settings

Speaker Diarization Not Working​

Issues:

1. Speakers Not Detected

  • Cause: Similar voices, poor audio quality
  • Solution:
    • Ensure each speaker has distinct voice
    • Improve audio quality
    • Manually split speakers in editor

2. Too Many/Few Speakers

  • Solution: Manually merge or split speakers in editor

3. Speaker Labels Mixed Up

  • Solution: Use speaker management to reassign segments

Missing Timestamps​

Check:

  1. Timestamps enabled in settings
  2. Editor view settings (timestamps may be hidden)
  3. Export format supports timestamps

Solution:

  • Enable timestamps in transcription settings
  • Show timestamps in editor view
  • Export in format that includes timestamps (JSON, SRT, VTT)

Editor Issues​

Editor Won't Load​

Solutions:

1. Browser Issues

  • Clear cache and cookies
  • Disable browser extensions
  • Try incognito mode
  • Update browser to latest version

2. Slow Loading

  • Large document (>2 hours)
  • Slow internet connection
  • Solution: Wait longer, check connection

3. Compatibility

  • Use modern browser (Chrome, Firefox, Safari, Edge)
  • Enable JavaScript
  • Disable ad blockers for Scriptix

Audio/Video Won't Play​

Check:

1. Browser Permissions

  • Allow audio playback
  • Check browser audio isn't muted

2. File Format

  • Some formats may not play in browser
  • Solution: Download and play locally

3. Codec Issues

  • Unsupported codec
  • Solution: Re-encode video with standard codecs

4. Network Issues

  • Slow loading
  • Solution: Wait for buffering, check connection

Playback Out of Sync​

Symptoms:

  • Audio doesn't match highlighted text
  • Timestamps incorrect

Solutions:

  1. Refresh page
  2. Re-sync in editor settings
  3. Adjust time offset
  4. Report issue with file details

Can't Edit Text​

Possible Causes:

1. Read-Only Access

  • Document shared with view-only permission
  • Check: Your permission level

2. Document Locked

  • Another user editing (real-time collaboration)
  • Solution: Wait or coordinate with other user

3. Browser Issues

  • JavaScript disabled
  • Solution: Enable JavaScript, refresh

4. Account Status

  • Subscription expired
  • Check: Account status

Changes Not Saving​

Check:

  1. Internet connection
  2. "Saving..." indicator in editor
  3. Browser console for errors

Solutions:

  • Ensure stable internet
  • Wait for auto-save
  • Manually click Save button
  • Export document as backup
  • Try different browser

Export Issues​

Export Fails​

Common Causes:

1. Format Issues

  • Selected format not available for document type
  • Solution: Choose different format

2. Document Too Large

  • Very long documents may timeout
  • Solution:
    • Split document
    • Try different format
    • Export in smaller chunks

3. Browser Issues

  • Pop-up blocker
  • Download restrictions
  • Solution:
    • Allow pop-ups for Scriptix
    • Check download settings
    • Try different browser

Export File Corrupted​

Solutions:

  • Re-export
  • Try different format
  • Check file plays/opens on your device
  • Contact support with file details

Missing Export Format​

Check:

  • Format available for your plan
  • Format appropriate for content type (caption vs transcript)

Solutions:

  • Upgrade plan if needed
  • Use API for custom exports
  • Convert exported file

Account & Billing Issues​

Can't Log In​

Solutions:

1. Forgot Password

  • Click "Forgot Password" on login page
  • Enter your email
  • Check email for reset link
  • Create new password

2. Email Not Recognized

  • Check spelling
  • Try different email addresses
  • Contact support if you can't remember

3. Account Locked

  • Too many failed login attempts
  • Solution: Wait 15 minutes or reset password

4. Two-Factor Authentication Issues

  • Code not working
  • Lost 2FA device
  • Solution: Use backup codes or contact support

Subscription/Billing Issues​

1. Payment Failed

  • Card expired
  • Insufficient funds
  • Solution:
    • Update payment method
    • Try different card
    • Contact your bank

2. Usage Quota Exceeded

  • Used all monthly minutes
  • Solution:
    • Upgrade plan
    • Purchase additional credits
    • Wait for quota reset

3. Billing Charge Questions

  • Check: Billing → Invoices for detailed breakdown
  • Contact: Support with invoice number

API Key Issues​

1. API Key Not Working

  • Key expired
  • Key revoked
  • Wrong key format
  • Solution:
    • Generate new key
    • Check key is correct
    • Verify key has necessary permissions

2. Rate Limit Exceeded

  • Too many requests
  • Solution:
    • Slow down request rate
    • Implement exponential backoff
    • Upgrade plan for higher limits

Sharing & Collaboration Issues​

Can't Share Document​

Check:

  1. You're document owner or have admin rights
  2. Organization allows external sharing
  3. User you're sharing with exists

Solutions:

  • Ask document owner to share
  • Contact admin about sharing restrictions
  • Verify recipient email address

Recipient Can't Access Shared Document​

Check:

  1. Share link is active (not revoked)
  2. Link hasn't expired
  3. Correct password (if protected)
  4. Recipient has proper permissions

Solutions:

  • Resend invitation
  • Create new magic link
  • Check expiration date
  • Verify password

Comments Not Showing​

Solutions:

  • Refresh page
  • Check filter settings (resolved vs active)
  • Ensure you have permission to view comments
  • Check internet connection

Performance Issues​

Slow Loading​

Causes & Solutions:

1. Large Document

  • Documents >2 hours load slower
  • Solution: Be patient, optimize document

2. Slow Internet

  • Check: Internet speed
  • Solution: Use wired connection, close other apps

3. Browser Performance

  • Too many tabs open
  • Low device memory
  • Solution:
    • Close unnecessary tabs
    • Restart browser
    • Clear cache
    • Upgrade device if old

4. Server Load

  • High traffic periods
  • Solution: Wait and retry

Editor Lag​

Solutions:

  1. Close other browser tabs
  2. Disable unnecessary browser extensions
  3. Use modern, updated browser
  4. Check CPU/memory usage
  5. Restart browser
  6. Use lighter editor view (disable waveform)

Mobile Issues​

Mobile Browser Problems​

Recommendations:

  • Use desktop browser for full functionality
  • Mobile apps coming soon
  • For mobile: use view-only or simple edits

Current Limitations:

  • Full editor may not work on all mobile devices
  • Use mobile for viewing and commenting
  • Upload via mobile browser may be limited

API Issues​

API Requests Failing​

Check:

  1. API endpoint URL correct
  2. Authentication header present
  3. API key valid
  4. Request format correct

Solutions:

  • Review API Documentation
  • Check API error message
  • Verify authentication
  • Test with sample code

Webhook Not Receiving Events​

Check:

  1. Webhook URL is accessible
  2. SSL certificate valid (HTTPS required)
  3. Webhook not timing out (respond within 10 seconds)
  4. Check webhook logs in dashboard

Solutions:

  • Test webhook URL with tool like webhook.site
  • Check server logs
  • Verify endpoint responds quickly
  • Re-configure webhook

Browser Compatibility​

Supported Browsers​

Fully Supported:

  • Chrome 90+ ✅
  • Firefox 88+ ✅
  • Safari 14+ ✅
  • Edge 90+ ✅

Limited Support:

  • Internet Explorer ❌ (not supported)
  • Older browser versions ⚠️

Recommendation: Use latest version of Chrome for best experience

Enable Required Features​

JavaScript:

  • Required for Scriptix
  • Enable in browser settings

Cookies:

  • Required for authentication
  • Enable first-party cookies

Pop-ups:

  • Allow for Scriptix domain (for exports, OAuth)

Error Messages​

Common Error Codes​

401 Unauthorized

  • Not logged in or session expired
  • Solution: Log in again

403 Forbidden

  • Insufficient permissions
  • Solution: Check role, contact admin

404 Not Found

  • Document doesn't exist or was deleted
  • Solution: Verify document ID, check workspace

422 Unprocessable Entity

  • Invalid data submitted
  • Solution: Check form inputs, file format

429 Too Many Requests

  • Rate limit exceeded
  • Solution: Slow down requests, wait and retry

500 Internal Server Error

  • Server issue
  • Solution: Wait and retry, contact support if persists

503 Service Unavailable

  • Temporary server maintenance
  • Solution: Wait 5-10 minutes, check status page

Getting Additional Help​

Before Contacting Support​

  1. Try solutions above for your specific issue
  2. Check FAQ for common questions
  3. Review documentation for feature guidance
  4. Test in different browser to rule out browser issues
  5. Collect information:
    • What you were trying to do
    • Exact error message
    • Steps to reproduce
    • Browser and OS version
    • Screenshot if applicable

Contact Support​

In-App Support:

  1. Click Help button in dashboard
  2. Describe issue
  3. Attach screenshots
  4. Submit ticket

Email Support:

  • support@scriptix.io
  • Include account email
  • Describe issue in detail
  • Attach relevant files/screenshots

Response Time:

  • Standard: Within 24 hours
  • Enterprise: Within 4 hours
  • Critical issues: Escalated immediately

Status Page​

Check system status:

  • Visit status.scriptix.io
  • See current incidents
  • Subscribe to updates
  • View historical uptime

Preventive Measures​

Best Practices​

File Uploads:

  • Test with small file first
  • Use supported formats
  • Ensure good audio quality
  • Stable internet connection

Editing:

  • Save frequently (auto-save enabled by default)
  • Keep browser updated
  • Close unnecessary tabs
  • Export backups of important work

Performance:

  • Clear browser cache monthly
  • Keep browser updated
  • Use wired connection when possible
  • Close other resource-intensive apps

Security:

  • Use strong passwords
  • Enable two-factor authentication
  • Don't share API keys
  • Review account access regularly

Next Steps​