Help Articles

Re-processing Errors

Trying to upload a file that failed processing earlier? Here's what to do:

1. Poor Audio Quality

Ensure the audio in the file is not corrupted by listening to it. Pay attention that all participants are audible. Fix any issues before retrying.

2. Check for prolonged silence or noise at the start

If the recording starts with silence or background noises it might prevent the correct recognition of the participants' speach. You can trim it and try uploading again.

3. Silence in File

Mentalyc's note generation relies on analyzing spoken content. Uploading a file with extensive silence or lacking sufficient audible information might prevent successful note creation.

Here's how to troubleshoot:

  • Review the Recording: Listen to the audio file and confirm it captured the intended content with minimal silent sections.
  • Minimum Audible Content: Ensure your recording has at least 5 minutes of clear speaking for optimal processing.

Tips for Better Recordings:

  • Minimize Silent Sections: Edit out long pauses or unnecessary silence before uploading.
  • Focus on Spoken Content: Avoid uploading files with extended periods of background noise or minimal talking.

4. Improper Speaker Selection (During Setup)

It is important that the correct number of audible speakers is selected during the configuration step of the uploading process.  A mismatch between the selected number and the actual audible speakers can result in a failed transcription or in a wrongly identified speakers, which could break the generation of your note. 

Here's what you can do:

  • Listen to the audio: Make sure that all speakers are audible.
  • Review the Configuration: Resubmit the session and make sure to choose the correct number of speakers on the configuration screen.
  • Report the Issue: If the note fails again, you can report the issue for our support team to investigate.

Additional Tip:

  • Ensure your audio file is clear and free of background noise for better transcription accuracy

5. Modify the file

If both options are not giving good results try editing the original file (e.g., background noise removal such as Audacity) and uploading the revised version.

For trimming, background removal, and overall audio editing, we recommend the use of Audacity, which is a free and simple to use tool for both Windows and Mac. 

Need further help? Contact our support team if the issue persists.