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Troubleshooting

Common issues and solutions when using Scriptix.

Upload Issues​

File Upload Fails​

File Size Limit:

  • Maximum file size: 40GB
  • If upload fails, check file size is under 40GB limit

File Format:

  • Check file format is supported
  • Audio: MP3, WAV, M4A, FLAC, AAC, OGG, WMA, AIFF
  • Video: MP4, MOV, AVI, MKV, WebM, M4V, 3GP, FLV, WMV

Network Connection:

  • Scriptix uses TUS protocol for resumable uploads
  • Upload happens in 50MB chunks
  • Can resume if connection is lost
  • Don't navigate away during upload

Browser Issues:

  • Try different browser
  • Clear browser cache
  • Update browser to latest version

Upload Successful But Not Processing​

Check Processing Status:

  1. Navigate to STT History to see processing status
  2. Look for error messages
  3. View document in workspace

Wait for Processing:

  • Processing time varies based on file length and system load
  • Check back after waiting

Transcription Issues​

Speaker Diarization​

When Enabled:

  • Speakers are detected and labeled automatically
  • Can rename speakers in editor
  • Can manage speakers in transcript editor

Enable Diarization:

  • Set default in Profile → Organization Details → "Separate speakers" checkbox
  • Or enable per upload

Poor Transcription Quality​

Possible Causes:

  • Wrong language selected
  • Poor audio quality
  • Background noise
  • Heavy accents or dialects

Solutions:

  • Select correct language for transcription
  • Use better quality audio recordings
  • Use glossaries for specialized terminology (translation only)
  • Use custom models if available (Business/Enterprise plans)
  • Manual editing after transcription

Editor Issues​

Editor Won't Load​

Browser Compatibility:

  • Use modern browser (Chrome, Firefox, Safari, Edge)
  • Update browser to latest version
  • Clear browser cache and cookies
  • Enable JavaScript

Large Documents:

  • Large documents take longer to load
  • Wait for loading to complete

Audio/Video Won't Play​

Check:

  • Browser audio is not muted
  • File format is supported
  • Network connection for streaming

Solutions:

  • Refresh page
  • Try different browser
  • Download file and play locally

Changes Not Saving​

Auto-Save:

  • Editors save automatically as you type
  • Check internet connection
  • Wait for save to complete
  • Export document as backup

Manual Save:

  • Look for Save button in editor
  • Ensure stable internet connection

Export Issues​

Export Fails​

Supported Formats:

  • SBV (YouTube)
  • SRT (SubRip)
  • TTML (Timed Text Markup Language)
  • VTT (WebVTT)
  • Media (platform-specific)
  • STL (Spruce Subtitle File)
  • HTML

Browser Issues:

  • Allow pop-ups for Scriptix domain
  • Check browser download settings
  • Try different browser

Missing Export Format​

Check Plan:

  • Different subscription plans have different features
  • Bronze: €119/month - Basic features
  • Silver: €479/month - Additional features
  • Gold: €1,199/month - All features including custom models
  • Platinum: €10,000/month - Enterprise features

Format Type:

  • Some formats are for captions only
  • Some formats are for transcripts only

Account Issues​

Can't Log In​

Forgot Password:

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

Two-Factor Authentication:

  • Enter 2FA code from authenticator app
  • Use backup codes if app unavailable
  • Contact support if locked out

Account Activation​

Activation Link:

  • Check activation email
  • Check spam folder
  • Request new activation link from Users page

Contact Support:

Subscription Issues​

View Subscription:

  • Navigate to Billing & Subscription page
  • Three tabs: Subscriptions, Payments, Invoices

Usage Tracking:

  • View usage in Subscription Details
  • Usage metrics:
    • STT Units Used
    • Alignment Units Used
    • Translation Characters Used
    • Custom Models Trained
    • Custom Models Hosted

Cancel Subscription:

  • RESELLER role can cancel subscriptions
  • Cancellation scheduled for end of billing period

API Key Issues​

Create API Keys:

  • Navigate to API Keys page
  • Click "New Token" button
  • Select token type: Batch or Realtime
  • Select expiration: 1, 2, or 5 years (1 year recommended)
  • Copy token immediately (only shown once)

Token Types:

  • Batch: Store data then process it
  • Realtime: Process data as it comes

Authentication:

  • Use Bearer token in Authorization header
  • Format: Authorization: Bearer YOUR_TOKEN_HERE

Sharing Issues​

Share Documents:

  • Share via magic link
  • Set recipient email address
  • Email message limited to 500 characters
  • No Scriptix account required for recipient

Organization Setting:

  • Check "Allow magic link export" setting in organization details
  • Controls whether members can export via magic links

Folder Permissions​

Permission Levels:

  • NO_ACCESS (0) - Cannot view folder
  • READ (1) - Can view documents
  • WRITE (2) - Can edit documents

Set Permissions:

  • Create folders in workspace
  • Set permissions for teams
  • Move documents to folders

Custom Model Issues​

Training Custom Models​

Requirements:

  • Available on Business (Gold) and Enterprise (Platinum) plans
  • Train with datasets (1-10 files, 10GB max per file)
  • Supported formats:
    • Audio: .wav, .mp3, .m4a, .flac
    • Transcripts: .vtt, .srt, .txt
    • Manifest: .jsonl

Training Status:

  • 5 statuses tracked
  • Train button available for status 1 (Not Running) or 5 (Failed)

Delete Custom Models:

  • Delete restricted to ORGADMIN and SYSOP roles only

Performance Issues​

Slow Loading​

Causes:

  • Large documents load slower
  • Slow internet connection
  • Too many browser tabs open

Solutions:

  • Wait for loading to complete
  • Close unnecessary tabs
  • Use wired connection if possible
  • Clear browser cache

Editor Lag​

Solutions:

  • Close other browser tabs
  • Disable browser extensions
  • Use modern, updated browser
  • Restart browser

Browser Compatibility​

Supported Browsers​

Recommended:

  • Chrome (latest version)
  • Firefox (latest version)
  • Safari (latest version)
  • Edge (latest version)

Not Supported:

  • Internet Explorer

Required Features:

  • JavaScript enabled
  • Cookies enabled (first-party)
  • Pop-ups allowed for Scriptix domain

Error Messages​

Common HTTP Errors​

401 Unauthorized:

  • Session expired
  • Solution: Log in again

403 Forbidden:

  • Insufficient permissions
  • Solution: Check your role, contact organization admin

404 Not Found:

  • Document doesn't exist or was deleted
  • Solution: Verify document exists in workspace

Glossaries​

Glossary Purpose​

Translation Only:

  • Glossaries are translation term pairs
  • Used by DeepL or Google translation services
  • NOT used for transcription accuracy
  • Only for translation

Create Glossaries:

  • Navigate to Glossaries page
  • Upload CSV file
  • Source language term → Target language term

Keyboard Shortcuts​

Custom Shortcuts​

Create Custom Shortcuts:

  1. Navigate to Profile → Keymap Settings
  2. Click "Add Keymap"
  3. Record key combination (up to 3 keys)
  4. Enter function value
  5. Save shortcut

Delete Shortcuts:

  • Click Delete button on shortcut card
  • No confirmation modal (immediate deletion)

System Status​

Status Page​

Check Status:

  • Navigate to Status page from main navigation
  • View current system status
  • Check for incidents

What's Monitored:

  • API status
  • UI status

User Management​

Create Users​

Steps:

  1. Navigate to Users page
  2. Click "New User" button
  3. Fill in user details
  4. User created and added to organization

User Roles​

Eight Roles:

  • SYSOP - System operator (back-office)
  • ORGADMIN - Organization administrator
  • CONTRIBUTOR - Content creators/editors
  • CUSTOMER - Basic customer access
  • DEVELOPER - API access
  • RESELLER - Reseller with customer management
  • RESELLEE - Reseller's customer
  • TESTER - Testing access

Edit Users​

Operations:

  • Edit user details
  • Send reactivation link
  • Delete users

Team Management​

Create Teams​

Steps:

  1. Navigate to Teams page
  2. Click "New Team"
  3. Enter team name and description
  4. Save team

Manage Teams:

  • Edit team details
  • Delete teams
  • View all teams in data grid

Workspace​

Document Organization​

Features:

  • Pin important documents
  • Filter by status (Draft, In Progress, Complete)
  • Filter by language
  • Search by document name
  • Create folders

Batch Operations:

  • Delete multiple documents
  • Move multiple documents to folder
  • Merge 2-10 documents (same type required)

Caption Editor​

Caption Styling​

Text Styles:

  • Bold (B)
  • Italic (I)
  • Underline (U)
  • Strikethrough (S)

Colors:

  • White (default)
  • Yellow
  • Green

Position:

  • Top Left
  • Top Center
  • Bottom Left
  • Bottom Center

Getting Help​

Contact Support​

Email Support:

When Contacting Support:

  • Include your account email
  • Describe the issue clearly
  • Provide steps to reproduce (for bugs)
  • Include screenshots if helpful
  • Mention browser and operating system

Before Contacting Support​

Try These Steps:

  1. Check Status page for known issues
  2. Search the documentation
  3. Clear browser cache and cookies
  4. Try different browser
  5. Check internet connection

Gather Information:

  • Screenshot of the error
  • Steps to reproduce the issue
  • Browser and operating system details
  • File type and size (for upload issues)

Documentation​

Available Sections:

  • Getting Started guides
  • Workspace management
  • Collaboration features
  • API documentation
  • Account management
  • Resources (FAQ, Best Practices, Changelog)

Need more help? Contact support at support@scriptix.io with your specific issue.

Next Steps​