Troubleshooting

The control panel and display screen both surface problems as banners rather than failing silently. Here's what each one means and what to do about it.

"Connection to audio service interrupted"

"Connection to audio service interrupted — trying to reconnect…"

Shown on the control panel when the audio channel carrying your microphone to the transcription pipeline drops — a network blip, most often — even though the page itself is still connected. It reconnects automatically and the banner clears on its own; if it stays up for more than a few seconds, check your internet connection.

"Captions have stopped"

"Captions have stopped. We're receiving audio but no captions are coming back. Check that the speaker is talking and the mic is live — if this persists, stop and restart recording."

This is different from the reconnect banner above: audio is still flowing, but no new caption has come back for a while. Confirm the speaker is actually talking into the selected mic. If it doesn't clear, stop and start the recording again.

Viewer sees "Reconnecting transcription…"

Viewers see their own small "Reconnecting transcription…" pill if the meeting is live but no caption has reached their screen in the last few seconds. It's the same underlying gap as the stall banner above, from the viewer's side — check the operator's control panel for the matching banner.

No microphone signal

If Test mic never reaches "Mic OK," you likely have the wrong input selected, the mic is muted at the OS level, or the browser hasn't been granted microphone permission. See Operator guide for the preflight check that runs when you click Start.

Out of minutes

If Start refuses to go live and mentions your captioning minutes, your organization's balance has run out. See Billing & credit packs to top up.

PIN-locked panel

If a meeting's control panel asks for a PIN, someone on your team set one for that meeting. Ask them for it — it only protects the control panel, so the display link and QR code work for viewers either way.