Dépannage
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Choisissez ce qui ressemble le plus à votre cas. Vous verrez d’abord les causes les plus probables, comment vérifier chacune, et la solution.
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AUDIO & CAPTIONS
Nothing is heard after go-live
Où le son peut s’arrêter
Microphone
2Mixer
1Room agent
3Network
InterScribe
Listeners
- The room’s agent is offline or on another channelCheck: Source panel in the Console: the AV channel should show the agent online.Ce que vous verrezFix: Open the agent on the room computer; make sure it is on the session’s AV channel.Get audio in: the desktop agent →SourceNot connectedsince10:00The agent computer is offline
- The mixer sends nothing to the agentCheck: The level meter on the agent’s card stays flat while someone speaks.Ce que vous verrezFix: Check the mixer output feeding the agent and the input selected in the agent.Mixers and USB interfaces →MauvaisBon
- The network blocks the live audio connectionCheck: The agent says “Agent is disconnected” and never recovers.Ce que vous verrezFix: Try a phone hotspot; if that works, send the allow-list to IT.Firewalls and the allow-list →Agent is disconnected
- Solution2 min de lectureNothing is heard after go-liveThe session is live but no sound reaches InterScribe from the room: find out whether the agent, the sound desk or the network is the cause.
- Solution2 min de lectureCaptions stop for a few seconds, then come backCaptions pause during the session and recover on their own: a dropping connection, or a change made in the Console, is usually the cause.
- Solution2 min de lectureCaptions arrive lateCaptions or voices trail the speaker: what delay is normal, how to tell when a channel is behind, and what to do about it.
- Solution1 min de lectureCaptions are in the wrong languageThe floor captions come out in another language than the one being spoken: the floor language does not match the speaker.
- Solution2 min de lectureA voice went silentListeners on a language stop hearing its AI voice while captions carry on: find out whether it was stopped, paused, or is down.
- Solution2 min de lectureThe agent shows offlineAn agent on the Agents page shows Offline, Never connected or Key no longer valid: what each means and how to bring it back.
- Solution2 min de lectureListeners hear nothing on their phonesListeners turn on audio for a language and hear nothing: check whether the language has a voice, then the voice, then the listener's phone.
- Solution2 min de lectureThe interpreter can't hear the floorAn interpreter in the Booth hears nothing from the room: check the session, the floor's audio, what the Booth is listening to, and the headphones.
- Solution2 min de lectureThe Console stays on standbyThe session has not gone live and its channel is still in standby: check the start time and whether the session starts by itself.