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Troubleshooting - Dictation Stuck Transferring following Failed Load

Problem

A user has attempted to load a dictation; Lexacom has frozen or crashed, and on forcibly restarting the program the dictation no longer appears in the user's Dictation list.

Cause

When users load a dictation the program marks that dictation as Transferring whilst the program downloads the dictation audio from the server. Once complete, the dictation should be marked as Retrieved by Transcriber.

 

In some cases where sites are experiencing internet connectivity problems or extremely slow download speeds (less than 5 Mbps) the program can fail to gather the audio file from the server; in this case when forcing the program to close the dictation remains in the Transferring status.

Resolution

To return the dictations back to the Dictations list:

  • Run Lexacom
  • Log in as the Administrator account
    • By default the credentials for this are Username: Administrator, Password: password
  • Go to Menu > View Tracking
  • Find the dictation in the Admin tracking list
  • If you cannot find the dictation:
    • Remember that the Tracking shows by the Seen On date, not the date the dictation was completed
    • Check that the date-range in the top left-hand corner covers the date on the dictation
    • Ensure that you have no filter or grouping that would hide the dictation
  • Click into the Dictation's Status cell, which will currently display the Transferring status
  • In the drop-down menu select the Ready for Transcribing status. Do not select any other status.
  • Click the Save button at the top of the grid
  • Press the Refresh button or F5 to refresh the list; confirm that the status amendment has applied.

 

Created: 31 Jan 2019 10:26 GMT Updated: 15 Mar 2019 11:23 GMT

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