Troubleshooting
What are you seeing?
Pick the closest match. You’ll get the most likely causes first, how to check each one, and the fix.
I am
AUDIO & CAPTIONS
Nothing is heard after go-live
Where the sound can stop
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.What you'll seeFix: 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.What you'll seeFix: Check the mixer output feeding the agent and the input selected in the agent.Mixers and USB interfaces →BadGood
- The network blocks the live audio connectionCheck: The agent says “Agent is disconnected” and never recovers.What you'll seeFix: Try a phone hotspot; if that works, send the allow-list to IT.Firewalls and the allow-list →Agent is disconnected
- Fix2 min readNothing 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.
- Fix2 min readCaptions 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.
- Fix2 min readCaptions 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.
- Fix1 min readCaptions 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.
- Fix2 min readA 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.
- Fix2 min readThe agent shows offlineAn agent on the Agents page shows Offline, Never connected or Key no longer valid: what each means and how to bring it back.
- Fix2 min readListeners 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.
- Fix2 min readThe 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.
- Fix2 min readThe 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.