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TroubleshootingIf transcription does not start
7. Troubleshooting

If You Cannot Transcribe

If you cannot start transcribing an audio or video file in mocoVoice, or if an error occurs during processing, check the following points.

1. Check the file format, size, and length

Make sure the file you want to upload falls within mocoVoice’s supported limits.

  • Verify that your file is in a supported format.
  • Check that the file size does not exceed the 5 GB limit.
  • If possible, convert the file to our recommended format (WAV, mono, 16kHz) and try uploading it again.

For detailed limitations, read the Supported File Formats page.

2. Check the audio data content

Make sure the file itself is not corrupted or problematic.

  • Try playing the file in another media player to ensure it plays normally.
  • If the file is almost entirely silent or the volume is extremely low, the system may not process it correctly.

3. Check your network connection

You need a stable internet connection to upload files and communicate with our servers.

  • If your Wi-Fi is unstable or your mobile signal is weak, try again from a more stable environment.
  • Uploading large files (multiple gigabytes) can take a long time to complete.

4. Check your account and plan

The issue might be related to your account status or plan limits.

  • If you exceed the monthly usage limit for your plan, transcriptions may be restricted.
  • Go to the Usage screen to check your current usage.
  • Confirm that your account is active.

5. Check your web browser environment

Your web browser’s settings or current state might be causing the issue.

  • Clear your browser cache.
  • Temporarily disable ad blockers and security extensions.
  • If possible, try using a different web browser (Google Chrome, Firefox, Microsoft Edge, etc.).
  • If your browser is out of date, update it to the latest version.

If the problem persists

If the steps above do not solve the issue, please contact us via Customer Support with the following details:

  • A specific description of the issue (what you clicked, what error message appeared, etc.)
  • What you have already tried to fix it
  • (For file uploads) The file format, size, and length
  • Your operating system, browser name, and browser version

Customer Support

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