Captions stop for a few seconds, then come back

Captions pause for a moment during the session, then carry on by themselves.

Most likely: the agent computer's connection drops

Check: on the computer at the desk, the desktop agent shows Agent is reconnecting audio at the same moment. On the Agents tab, its card stops showing Sending. The room's sound travels from that computer, so its connection is the one that matters for captions.

Fix: if you can, connect the agent computer with a cable, or move it close to the router. A cable is the steadiest connection. See Read the Agents page.

Next: someone changed the source or the floor language during the session

Check: someone switched Audio comes from, or changed Floor language, in the Console's Source panel.

Fix: nothing to fix. Changing the source live stops the audio for a moment, and captions pause with it. Changing the floor language live pauses captions while speech recognition reconnects in the new language. Listeners keep hearing the floor.

Next: a phone hotspot or mobile data

Check: the computer at the desk is on a phone hotspot or on mobile data.

Fix: a phone hotspot can drop when the phone gets a call or moves, and mobile data can drop when the signal changes. Use them only as a backup: a cable or Wi-Fi is steadier.

Still not working

Note the times the captions stopped, and send a support report from the agent's Help & Support tab with Include connection diagnostics ticked.