Video transcript error message

[One Yoga]

I keep getting the error message "There was an error loading the transcript" for all my videos when trying to generate a transcript. The length doesn't matter, it happens with 1-minute videos and 30- or 60- minute videos. The format is mp4. All videos are played correctly in the preview. The audio is clear and in English. Any suggestions?

[AKC333]

Yesss, thank you also working for me again.

[liwang]

Would you mind sharing a couple of problematic video files, if they are not sensitive?

[aboissonneault]

I'm having the same issue. I've tried clearing my browser history, safari, chrome. Downloaded Firefox. Ran incognito windows. Nothing is working. 

[Nancy]

Sorry to hear about that, @aboissonneault. When did you notice this issue for the first time? 

What video formats are you having this issue with? What’s their size and duration?

[aboissonneault]

This started happening 3 days ago. It hasn’t worked on numerous files. Most recently: mp4 76.5 MB, mp4 1.72 GB, mp4 2.74 GB, mp3 35.2 MB, just to name a few.

[Megan]

Hey @aboissonneault, would you mind sending over a couple of screenshots of the error you receive on your end? 

When did this start happening? 

[aboissonneault]

This started happening about 3 days ago. Every once in a while a video will work. It's the same error message every time. Here's a screenshot pdf of the  error. It's the same one that everyone else has posted.

 https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:20b1b144-29ca-4530-bcb0-fc6d73b147aa 

[Hannah]

Hey @aboissonneault, I see that some of the files you mentioned are over the size limit.

Can you check the article that Nancy hyperlinked above, to see if the rest of them fulfill the requirements for the feature to work correctly?

[aboissonneault]

So it’s actually working for my other co-workers that are doing the same videos on Dropbox. It seems like I’m the only one having issues. They’ve been able to transcribe even the longest video using Dropbox.

[Hannah]

Hey @aboissonneault, can you check if opening the video itself via browser, works? Or does the issue persist?