Why are captions not appearing even though there’s speech?

There are a few potential causes of this. First, it is good to make sure you have selected the right recording option for your situation. 

Please find below our different recording options for different environments:

• Microphone—Use your device’s built-in or external microphone to record what’s being said in in-person conversations/meetings.
• Online meeting—your Caption.Ed Scribe will join your Zoom, Teams, or Google Meet meeting to record you and the other participants.
• Browser tab - records the audio coming out of a Google Chrome or Microsoft Edge browser webpage

Next, it is important to check what language you have selected and make sure that it is the right one for you. To do this, please follow the link here to go to your Account Details, and you should find language options under preferences. 

Here are some troubleshooting tips for each recording option:

Microphone 

Is the right microphone selected?

1. You’ll need to start a new recording
2. Make sure the microphone selected from the drop-down menu is the one you want to use.

If you want to learn how to get started using the Microphone Function then please click here.

Online Meeting 

• Has the Zoom host given you permission to record the meeting?

  For all Zoom meetings, the host will get a popup asking for your Caption.Ed to record the meeting, they need to say “Yes” before captions will appear.

• Are you and the meeting participants unmuted?
  If a speaker is muted, we won’t be able to detect their speech.

If you want to learn how to get started using the Online Meeting Function then please click here.

Browser Tab

• Have you selected the right browser tab in the setup?
  We can only record the audio from one specified tab at a time.
• Is the audio or video muted within the tab?
  We won’t be able to detect speech unless the volume is up.
• Is the audio or video playing?
  We can’t detect speech unless it’s playing.

If you want to learn how to get started using the Browser Tab Function, then please click here.

If you are still having trouble then please click here to get in contact with our Customer Support Team.