Troubleshoot an event
Deal with live stream issues
CaptionHub Live automatically detects some issues that may need a closer look, or require a manual intervention.
Stream restarted
The caption processing encountered an error. This can be an infrastructure issue or an issue with the source stream. If this happens, the system performs a full automatic restart.
The system restarts the processing at most 5 times.
Not receiving video
Your media server may have stopped emitting HLS segments or the segments are delayed by caching (note the captioning will stop automatically if no new segments appear for 60 seconds).
It’s also possible the live processing has encountered issues.
The recommendation is to restart the captioning process.
Discontinuity detected
A discontinuity in the HLS stream can cause sync issues between the audio and the captions.
The recommendation is to restart the captioning process.
Timing mismatch detected
If the system detects a timing mismatch, we can’t guarantee sync between the audio and the captions.
The recommendation is to restart the captioning process.
Low transcript confidence
Our transcription engine reports a confidence score for the transcripts it produces. Clear audio typically results in a transcript with a confidence of 0.95 to 0.99.
An alert is displayed if the rolling average confidence of the transcript for the last 60 seconds drops below 0.9. Possible causes of low confidence transcript can include speech in a non-source language, music, or degraded audio.
Transcript lagging behind
The transcription engine has stopped returning transcripts, or is being delayed. This doesn’t happen under normal conditions. If this affects the display of captions, the recommendation is to restart the stream.
If the issue persists, the recommendation is to switch to the secondary transcription engine.
No viewers
To avoid letting stream run for a long time without viewers, captioning is stopped after 60 minutes of inactivity.