Transcription for audio files in different languages not working

Thank you, @Nancy 👍.

Today , 18 January 2024, I can happily report that the transcription malfunction issue on Dropbox.com is 100% resolved. Ben from the Dropbox advanced support team let me know that on 17 January the engineering team implemented some more changes and that seems to have resolved everything perfectly.

Thank goodness, I can’t do without Dropbox hugely impressive transcription function anymore.

I am very pleased with Dropbox’s customer support, here on the forum and via email. Also the engineering team was able to fix this serious issue in a matter of days. Thank you all!

With kind regards,

Grover.

All comments

Hannah

Sorry to hear about this, @sgrbt.

Have you tried to do this from a different browser or a private browsing window?

Let me know how it goes.

Hi Hannah,

Yes I did- I tried from incognito, and safari or chrome and I also tried through a VPN and without one just in case.

Nancy

Hey @sgrbt, sorry to jump in here.

Can you clear the cache of the current browser you’re using, disable any possible plugins, and check if there are any pending updates to be installed on your browser? I’d like to see if that’ll make any difference.

I did this now but still getting "there was an error loading the transcript" on both safari and chrome.

Hannah

Thanks for trying, @sgrbt.

Can you let us know which browser versions you're using? Are you on the latest versions?

Yes I updated to the latest version- still the same issue.

Megan

Hey @sgrbt, in this case can we create a ticket on our end for you?

I don't know what that means but sure

Megan

Hey @sgrbt, I just created a ticket on my end for you, I'll see you there!

Simon Heywood

Just stopped about 3 days ago. Now it just wheels for 10 minutes or so and then gives a generic error message. Tried with various browsers, private settings, browsers updated/reinstalled, VPN on/off etc., cache cleared ... "There was an error loading the transcript." Anyone else getting this? Any solutions?

Megan

Hey @Simon Heywood, welcome to our Community!

Can you kindly send me a screenshot of the error message you mentioned above, in order for me to have a visual?

Let me know more, and we'll take it from there!

Simon Heywood

Screenshot 2024-01-10 at 12.39.33.png Screenshot 2024-01-11 at 21.17.00.png

Hannah

Hey @Simon Heywood, can you let us know which is your preferred browser and which version you're using? Is it the most recent one?

Hi there! I'd be grateful if anyone knows how to resolve this... The CC Transcription was working just great then suddenly it started transcribing only 4 minutes of an audio file. The audio files I'm trying to transcribe don't exceed the limit for transcription. Thanks Julie

Donec

I am gettingthe same problem. What is the transcription limit?

Hi Donec, thanks for replying. The audio file I was wanting to transcribe is 15 mins long. Only 4.04 minutes was transcribed. I tried another audio file, this one was perhaps 50 minutes, again only just over 4 was transcribed.

Donec

Yep! Mine is only 37 minutes long. So what is the transcription limit, I have an idea that is about 60 minutes.

Donec

Maybe I should have said that it only transcribed the first 4 minutes or so.

shararashka

I am having this same issue. Any file I attempt, the transcription is only about 4 minutes.

The transcription limit was over well over 60 minutes, and if I recall correctly it was around 100 minutes!

The first four minutes or so, it's exactly the same for me. I'm wondering if we have to upgrade to reinstate the full amount, although I haven't had a message to the effect. I'm hoping to get hold of someone from Dropbox today. I update you when I find out more.

Shararashka isn't it just so frustrating!😭 The first four minutes or so, it's exactly the same for me. I'm wondering if we have to upgrade to reinstate the full amount, although I haven't had a message to the effect. I'm hoping to get hold of someone from Dropbox today. I update you when I find out more.

@JulieKerr and others, since a few days there seem to be serious issues with Dropbox’ transcript function. I have instances where I needed to wait 15 min for the Transcript function to give the message ‘‘There was an error loading the transcript’. For 15 min long, it seemed Dropbox was working on the transcript, but no output was given. The process ended in the above error message.

Since today something else happens and that is that transcripts are indeed broken off after 4 minutes. It has become unreliable the service.
Hopefully it will be fixed a.s.a.p. Fingers crossed!

https://www.dropboxforum.com/t5/View-download-and-export/CC-Transcription-only-works-for-4-minutes/m-p/743188

These recent issues with the Transcript function in Dropbox seem to be unrelated to which browser one uses. On all my devices and different kind of browsers these recent transcription issues occur. It’s not a local problem. It’s a problem at Dropbox’ end, affecting many customers.

Here’s another discussion about it:

Hopefully this gets fixed really soon!

(Deleted, posted in wrong forum)

@Grover thanks for the link. I've read it and seems like it's a problem with Dropbox not the individual as others are having exactly the same problem. I'm now in touch with support via email and have shared the issue. When I have a reply, I'll get back to you. Fingers crossed.

shararashka

Funny enough, I had been getting the "There was an error loading the transcript" message for a few days also. But now the error is that it only transcribes about 4 minutes of whatever file I try. Hmm. Frustrating.

shararashka

Yeah, my first thought was ope! they want me to upgrade, but yeah, I couldn't find evidence that is what is going on. I look forward to hearing back if you learn more. Thank you!

@Hannah , @Nancy , @Megan : Can somebody from the Support team or engineering team tell us when this serious issue will be resolved?

I do understand the Support team asks us for details about our browsers and files to locate the source of the problem, but by now it’s clear that many customers are affected and that the issue is not a local issue, but a malfunction at Dropbox’ end. There is not much point anymore asking customers for their browser details and settings, I would think?

A project I am creating depends on Dropbox’ transcription functionality and I need to deliver many transcriptions this week. So it’s unfortunately frustrating my business activities at the moment. If Dropbox is unable to fix it asap, then:

- Can you point us to alternative solutions where we can get transcriptions (for a low price),

- Are we entitled to ask for a refund on our paid Dropbox accounts?

Thank you for helping out!