This article is for technical troubleshooting. For instructions on how to use the editor, check out the articles below:
When you run into technical issues, we recommend a couple of things to try for basic troubleshooting:
- First, clear your cache and cookies, then refresh your browser to see if that helps.
- If that doesn't resolve the issue, try switching to another browser. We recommend Chrome, or Firefox if you're already using Chrome and are having trouble.
Most of the time, one of these solutions will fix the problem and you will be able to continue working.
Still no luck? Our support team is happy to help! You can email them at email@example.com or via live chat by clicking on the help button on the bottom right of this page. The more detail you can give on what you're experiencing, the faster they will be able to track down what might be going on. Please let them know you've already tried the steps above (and any other troubleshooting you may have done) to save even more time.
Transcription Editor Won't Load
While we want to ensure the editor works for everyone, we're aware there may be times when it may not be the most ideal option for working on a transcript. Some examples of why are the file's size/length or a user's computer memory, both of which can impact the editor's performance and render it unusable. When this happens, you'll receive a message that the transcript couldn't be loaded in the editor.
Other methods of editing transcripts are available, including .docx and .txt files, which can be downloaded from your order page in your account. Our teams developed all of these options, including the editor, free of charge so that the only thing you'll ever pay for is the transcript itself and any add-ons you may want, like timestamps or verbatim. We'll continue to work to improve the editor's performance for longer files.