Nothing is heard after go-live

The session is live, but no captions appear. The Console's Source panel shows one of two states:

• Not connected: the session is live but no sound is reaching InterScribe from the venue. Check the computer or device that sends it is on.
• No audio: the stream is up but silent. Check the desk or the microphone.

Most likely: the room's agent is offline or not on the session's channel

Check: the Source panel shows Not connected, with The agent computer is offline or Nothing is sending sound to the channel: no agent is sending to it. On the Agents tab, the agent shows Offline or No channel.

Fix:

1. On the computer at the desk, check it is on and online, and that the InterScribe Agent is open.
2. In the agent, check the Channel is the room's channel.
3. In the Console, select Retry to ask the agent computer to send its audio again.

See Set up the desktop agent.

Next: the sound desk sends silence

Check: the Source panel shows No audio, says The venue is sending silence, or Connected, but silent for a while: the desk channel may be muted. On the Agents tab, the agent shows Muted.

Fix: check the sound desk channel that feeds the agent is not muted, and that the right input is chosen in the agent. If the agent itself is muted, unmute it at the desk. See Get good audio into InterScribe.

Next: the agent cannot reach InterScribe

Check: the desktop agent shows Agent is disconnected, or Agent is reconnecting audio and does not recover.

Fix: check the computer's network connection. If other websites load but the agent stays disconnected, a firewall may be blocking InterScribe: ask your IT team to allow it.

Still not working

Select Listen in the Source panel to hear what arrives from the room on this computer only. Then send a support report from the agent's Help & Support tab, and include the time, the session and the room.