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?

[aboissonneault]

I have no issues opening the videos. Just most of them won’t transcribe.

[Hannah]

I see, thanks for checking, @aboissonneault.

If you open the file via browser while logged in to your account, does the transcription work?

[aboissonneault]

That's what I'm doing and it's not working.

[Cameron McIntosh]

Good afternoon,

I am still having issues with the video transcripts. I keep getting the error message again. Are you able to help?

Thanks,

Cameron [removed per Community Guidelines]

[DBX_Pedro]

Hi @aboissonneault ,

Thanks you for raising this issue.

We have raised this issue internally, and our team is actively looking into it.

Unfortunately, we do not have a particular date for resolution yet; but our team is making every attempt to fix this.

We greatly appreciate your understanding and patience over this period.

[joyful]

I see many posts on this topic, and I tried what I can. Deleting cache, using different browsers, using different computers, getting other users in my country to access the audio file, but all with the same error message. The interesting thing is that when I asked another person from another country to access the same file, there is no issue with the transcription.

Have to add that I was once successful after deleting cache to get the transcription. I was so excited. However, the subsequent file's transcription could not be generated even with deleting cache.

What can I do?

[Hannah]

Hey @joyful, thanks for taking the time to post here.

Our team is aware and working on this issue.

We don't have an update at this time, but I moved your post to the relevant thread about it, so you'll get notified when there is one.

[Cameron McIntosh]

Good afternoon,

I am still having issues with the video transcripts. I keep getting the error message again. Are you able to help?

Thanks,

Cameron

[DBX_Pedro]

Hi @Cameron McIntosh,

Thanks for reaching out. 

We've escalated this issue internally, and our team is looking into this. 

While we don't have a specific resolution date, we really appreciate your understanding during this time.  

[DBX_Pedro]

Hi everyone,

Could you please confirm if this issue is still happening? 

The team believes it has been resolved, and we just want to double-check. 

Thanks