I keep getting the error message "There was an error loading the transcript" for all my videos when trying to generate a transcript. The length doesn't matter, it happens with 1-minute videos and 30- or 60- minute videos. The format is mp4. All videos are played correctly in the preview. The audio is clear and in English. Any suggestions?

We have identified the potential cause, and one engineer is currently working on the solution.

The main problems should have been fixed. Please let me know if you are still experiencing issues.

Hi One Yoga, I've sent you an email, please could you reply to it when you get a chance!

Hi All! I'm having the same issue....it started the end of last week, and I am using the original links (I am the owner of the audio and video files), but am still getting the "There was an error loading the transcript" message. Old transcripts are not being loaded, and new transcripts are not being generated. I'm on a Macbook Pro running Sonoma 14.5 using Google Chrome... I cleared my cache and tried using Safari but same issue. The audio files are .m4a and range in size from 2 MB to 51 MB, and the video files are .mp4 and are approximately 350 - 400 MB. Just wanted to chime in with my voice and say "you are not alone" 😀 and to the wonderful Dropbox support peeps, "please help"! 🙏🥰 Also this is my very first post in the community....so I hope I did it "right"! 😁😅 Thanks all, and I hope this gets resolved quickly and easily!

Hi Everybody, Thanks for bringing this to our attention. We're currently investigating. I will provide an update here when I have more information. Ben

Video transcript error message | The Dropbox Community

85 Replies

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Walter
Dropbox Community Moderator
3 years ago
Hi there One Yoga, thanks for using Dropbox and happy Monday!

Could you clear your browser's cache or try another browser and let us know how it goes?

If you still get an error, I'd appreciate a screenshot too.

Thanks!
One Yoga
Explorer | Level 4
3 years ago
Both Brave (incognito window) and Chrome (fresh install just to test) give me the same error (attached). Works as it should on Firefox.

I can use Firefox as a workaround but my production browser is Brave, please look into this.

Regards
Nancy
Dropbox Community Moderator
3 years ago
Hi from me too, One Yoga! Is it OK if we open a ticket for you then, and look into this internally?
ardit700
New member | Level 2
3 years ago
Same problem here. Tried Safari, Chrome, and Firefox, but it did not work in either of them.
Nancy
Dropbox Community Moderator
3 years ago
Hey ardit700. If you haven’t tried already, can you please test this via an incognito window, as well?

If this doesn’t work either, we’ll investigate further.

Let me know!
One Yoga
Explorer | Level 4
3 years ago
Hi Nancy, sure, please go ahead.
Jay
Dropbox Community Moderator
3 years ago
Hi One Yoga, I've sent you an email, please could you reply to it when you get a chance!
Candle
Explorer | Level 3
2 years ago
Was this problem ever resolved? I'm getting the same error: "There was an error loading the transcript". I opened the same videos in Chrome, Edge, and Firefox, as well as in incognito mode without success. Any help would be greatly appreciated.
Screenshot of issue: removed
Megan
Dropbox Community Moderator
2 years ago
Hi Candle, welcome to our Community!

Yes, this should have been resolved, but let's see what we can find together on that.

Does that happen with all of your files, or a specific one? If you could send me a screenshot of the error, that'd be amazing.

Keep me posted, and we'll take it from there!
Candle
Explorer | Level 3
2 years ago
It's only one file that I'm aware of. It's an MP4 file, no different than others that are working.