#Troubleshooting

This guide covers common issues and their solutions. Use the navigation below to jump to your specific problem.

Quick Navigation:

• Processing Issues
• Upload Issues
• Audio and Playback Issues
• Quality Check Issues
• API Issues
• Account and Access Issues
• Performance Issues
• Getting Help

#Processing Issues

#Call Stuck on "Pending"

Symptoms: Call status remains PENDING for more than 5 minutes.

Possible Causes:

• Processing queue backlog
• Auto-processing disabled for the campaign
• System maintenance

Solutions:

1. Wait a few more minutes — During peak times, there may be delays
2. Check auto-processing setting:
   • Go to campaign Settings
   • Verify Auto-Process is enabled
3. Manually trigger processing:
   • Open the call detail page
   • Click Start Processing or Transcribe
4. Check for system status — Look for any service announcements

#Call Stuck on "Transcribing"

Symptoms: Call shows TRANSCRIBING for more than 15-20 minutes.

Possible Causes:

• Long audio file (30+ minutes)
• Transcription provider issues
• Network timeout

Solutions:

1. Wait longer for long files:

2. Check the Jobs page for status updates
3. If stuck >30 minutes, click Retry Transcription on the call detail page

#Call Stuck on "Analyzing"

Symptoms: Call shows ANALYZING for more than 10 minutes.

Possible Causes:

• Many quality checks (40+)
• AI service latency
• Rate limiting

Solutions:

1. Wait a bit longer — Analysis with many checks takes time
2. Check the number of active checks — Consider reducing if >40
3. Retry analysis from the call detail page

#Call Shows "Failed"

Symptoms: Red FAILED badge with error message.

Common Errors and Solutions:

How to Retry:

1. Open the call detail page
2. Look for the Retry button
3. Choose what to retry:
   • Retry Transcription — Re-transcribe the audio
   • Retry Analysis — Re-run quality checks
4. Wait for processing to complete

#All Calls Suddenly Failing

Symptoms: Multiple calls failing around the same time.

Possible Causes:

• Service outage
• API key issues (for API uploads)
• Account-level problem

Solutions:

1. Check for service announcements
2. Try a different browser or device
3. Wait 15-30 minutes and retry
4. Contact support if the issue persists

#Upload Issues

#File Not Accepted

Symptoms: Error when selecting or dropping file.

Common Errors:

Supported Formats:

• MP3, WAV, M4A, MP4, WebM, OGG

#Upload Stuck at 0%

Symptoms: Progress bar doesn't move after starting upload.

Possible Causes:

• Network connectivity issues
• Browser blocking the upload
• Server timeout

Solutions:

1. Check your internet connection
2. Try a different browser (Chrome, Firefox, Safari)
3. Disable ad blockers temporarily
4. Reduce file size if very large
5. Clear browser cache and retry

#Upload Fails Midway

Symptoms: Upload starts but fails before completing.

Possible Causes:

• Network interruption
• Browser timeout
• Server issue

Solutions:

1. Try again — Uploads are atomic (all or nothing)
2. Use a wired connection instead of WiFi if possible
3. Upload during off-peak hours
4. For large files, consider using the API with retry logic

#Duplicate Detected

Symptoms: Call created with DUPLICATE status.

Cause: The system detected this call was already uploaded based on:

• Same client_reference
• Same filename + agent + date combination

Solutions:

• If it's truly a duplicate: No action needed
• If it's a unique call: Use a different client_reference or metadata

#Audio and Playback Issues

#Audio Won't Play

Symptoms: Player shows error or no sound.

Possible Causes:

• Audio URL expired
• Browser compatibility issue
• Corrupted source file

Solutions:

1. Refresh the page — Generates a new playback URL
2. Try a different browser
3. Check browser audio settings — Ensure site isn't muted
4. Verify original file plays locally

#Audio Quality Issues

Symptoms: Playback is distorted, choppy, or unclear.

Possible Causes:

• Source recording quality
• Network streaming issues

Solutions:

1. Check the original file locally for quality issues
2. Try a different network connection
3. For source quality issues, improve recording equipment

#Transcript Doesn't Match Audio

Symptoms: Text doesn't accurately reflect what was said.

Possible Causes:

• Poor audio quality
• Background noise
• Multiple overlapping speakers
• Accent or technical terminology

Solutions:

1. Accept some inaccuracy — Transcription is ~90-95% accurate
2. Improve source audio quality for future recordings
3. Critical calls — Manually verify against audio

#Wrong Timestamps

Symptoms: Clicking transcript doesn't sync with audio correctly.

Possible Causes:

• Offset in original audio file
• Processing calibration issue

Solutions:

• Manual workaround: Adjust playback position manually
• Future uploads: Ensure audio files don't have silent leading sections

#Quality Check Issues

#All Checks Show N/A

Symptoms: Every check returns "Not Applicable."

Possible Causes:

• Transcript too short
• Checks don't apply to call content
• AI couldn't extract relevant content

Solutions:

1. Review the transcript — Is it complete?
2. Check audio length — Very short calls may lack content
3. Adjust check prompts to be more general or handle edge cases

#Unexpected Results (Wrong Pass/Fail)

Symptoms: Check passes when it should fail (or vice versa).

Possible Causes:

• Ambiguous evaluation prompt
• Edge case not covered
• AI interpretation differs from intent

Solutions:

1. Make prompts more specific:
   • Bad: "Was the greeting good?"
   • Good: "Did the agent say their name and company in the first 30 seconds?"
2. Add examples to your prompt of what should pass/fail
3. Use "Improve with AI" to refine the prompt
4. Dispute the finding if it's an AI error
5. Test with the Testing Console before deploying

#Check Scores Too Low/High

Symptoms: Scores don't match expectations.

Solutions:

1. Review check weights — Adjust if needed
2. Check severity settings
3. Review prompt clarity
4. Calibrate on sample calls using the Testing Console

#Check Limit Reached

Symptoms: Cannot add more checks.

Cause: Maximum is 50 checks per campaign.

Solutions:

• Remove or deactivate unused checks
• Consolidate related checks
• Consider multiple campaigns for different purposes

#API Issues

#401 Unauthorized

Symptoms: API returns 401 error.

Causes:

• Missing X-API-Key header
• Invalid API key
• Key was regenerated

Solutions:

1. Include the header: X-API-Key: your-key
2. Verify the key — Copy it exactly from campaign settings
3. Check if key was regenerated — Get the new key

#403 Forbidden

Symptoms: API returns 403 error.

Causes:

• Campaign is archived
• Key is for a different campaign

Solutions:

1. Unarchive the campaign if it's archived
2. Use the correct API key for the target campaign

#409 Conflict (Duplicate)

Symptoms: API returns 409 error.

Cause: A call with the same client_reference already exists.

Solutions:

1. Check if it's truly a duplicate
2. Use a unique client_reference for new uploads
3. Remove the duplicate check if not needed

#429 Rate Limited

Symptoms: API returns 429 error.

Cause: Too many requests in a short period.

Solutions:

1. Check Retry-After header for wait time
2. Implement exponential backoff:

wait_time = base_delay * (2 ** retry_count)

3. Reduce concurrent requests
4. Spread uploads over time

#413 Payload Too Large

Symptoms: API returns 413 error.

Cause: File exceeds 500 MB limit.

Solutions:

• Compress the audio file
• Use lower bitrate encoding
• Split very long recordings

#Account and Access Issues

#Can't Log In

Symptoms: Login fails or shows error.

Possible Causes:

• Wrong credentials
• Account locked
• Session issues

Solutions:

1. Check email and password carefully
2. Use "Forgot Password" to reset
3. Clear browser cookies and try again
4. Try a different browser

#Can't Access Campaign

Symptoms: Campaign not visible or access denied.

Possible Causes:

• Not a member of the organization
• Campaign was archived
• Permission was changed

Solutions:

1. Contact your organization admin
2. Check if campaign was archived (toggle "Show Archived")
3. Verify your organization membership

#Invite Link Expired

Symptoms: Error when clicking invite link.

Cause: Invite links expire after 7 days.

Solutions:

• Ask the admin to resend the invitation from Settings → Members

#Wrong Organization

Symptoms: See wrong data after logging in.

Cause: You're viewing a different organization.

Solutions:

• Use the organization switcher (top-left) to change organizations

#Performance Issues

#Dashboard Loading Slowly

Symptoms: Dashboard takes a long time to load.

Possible Causes:

• Large number of campaigns/calls
• Network latency
• Browser cache issues

Solutions:

1. Clear browser cache (Cmd/Ctrl + Shift + R)
2. Use filters to reduce data displayed
3. Check internet connection
4. Try a different browser

#Analysis Taking Too Long

Symptoms: ANALYZING status for extended time.

Possible Causes:

• Many quality checks (40+)
• Long transcript
• AI provider latency

Solutions:

1. Reduce active checks if near the 50 limit
2. Wait for completion — Long transcripts take longer
3. Check the Jobs page for status

#Common Quick Fixes

#Browser Compatibility

TotalView AI works best on modern browsers:

#Getting Help

If issues persist after trying these solutions:

#Before Contacting Support

Gather this information:

• What you were doing when the issue occurred
• Error messages (exact text or screenshots)
• Call IDs or campaign names affected
• Browser and device you're using
• Time when the issue occurred

#Contact Methods

1. AI Copilot — Ask about features and workflows
2. This Documentation — Search for specific topics
3. Organization Admin — For access and permission issues
4. TotalView Support — For technical issues

#Providing Screenshots

When contacting support:

• Include the full page (not cropped)
• Show error messages clearly
• Include the URL if possible

#Related Documentation

• Getting Started - Basic setup
• Uploading Calls - Upload methods
• Analysis & Scoring - Processing details
• API Reference - API errors
• Quality Checks - Check configuration