Troubleshooting

Recording issues

No audio is being captured

If the audio level meters remain empty during a recording:

• Check that the correct microphone is selected in the microphone dropdown on the Capture screen.
• Check that the correct system audio output device is selected.
• Make sure your microphone is not muted in your operating system sound settings.
• Verify that other applications can access your microphone (check Windows Privacy settings under Microphone).
• Try selecting a different audio device and switching back.

Only microphone audio is captured (no system audio)

• Verify the system audio dropdown is set to the correct output device. This should match the device your meeting application is using for audio playback.
• Check that the meeting application is not muted and that other participants are speaking.
• If you are using a virtual audio device or audio router, make sure ScribeScoop is set to capture from the correct virtual output.

Recording file is empty or very small

• This usually indicates that no audio was captured. See the steps above for troubleshooting empty audio levels.
• Check that the output directory is writable and has sufficient disk space.

Authentication issues

Browser sign-in does not redirect back to the application

• Make sure your default browser is set correctly in Windows settings.
• Check that no browser extension is blocking the redirect.
• Try using the email and password sign-in option directly in the application as an alternative.

Session expired or authentication errors during processing

• Sign out and sign back in. Go to Settings and click Sign Out, then log in again.
• If the issue persists, close and reopen the application before signing in again.

Processing issues

Processing fails with a network error

• Check your internet connection.
• Try processing the recording again. Temporary network issues can cause one-time failures.
• If you are behind a corporate firewall or VPN, make sure the ScribeScoop processing service is not being blocked.

Processing fails with a usage limit error

This means you have used all of your monthly transcription minutes. Check your usage in the sidebar or on the web dashboard. You can either wait for your monthly allowance to reset or upgrade to a higher-tier plan.

Processing fails with a file size error

Audio files must be under 100 MB. If your recording exceeds this limit:

• Switch to MP3 format for future recordings, which produces smaller files than WAV.
• For existing large WAV files, convert them to MP3 using an external tool before processing.

Transcription quality is poor

• Ensure your microphone is positioned correctly and capturing clear audio.
• Minimize background noise during recordings.
• Check that both audio level meters show reasonable levels during recording. Very low or very high levels can affect transcription quality.
• If recording remote participants, make sure the system audio device is correctly capturing their voices.

Application issues

The application does not start

• Make sure you are running Windows 10 or later (64-bit).
• Try running the application as administrator.
• If using the portable version, make sure it is extracted to a writable location.

Audio devices are not listed

• Restart the application. Audio devices are enumerated at startup.
• Check that your audio devices are properly connected and recognized by Windows.
• Open Windows Sound settings and verify the devices appear there.

The usage bar shows "Retry" instead of usage data

The application could not reach the server to fetch your usage data. Check your internet connection and click Retry. Your recordings and cached results remain accessible even when the usage data cannot be loaded.

Update issues

Update notification does not appear

The application checks for updates automatically after launch and then every 4 hours. Updates are only checked when you are signed in. If you want to manually check, restart the application.

Update download fails

• Check your internet connection and try again.
• The update banner will reappear the next time the application checks for updates.
• As an alternative, download the latest version directly from the web dashboard.