Closed Captioning with CaptionSync can be affected by the type of encoding of your media files. This article shows some troubleshooting tips.
When uploading your media file you may see some of the following error messages:
SUBMISSION FAILURE: Unrecognized file format.
QuickTime
This can happen in a number of cases, like for example where there are multiple audio tracks in the MOV.
The easiest thing to do is within QuickTime Player (you will need to upgrade to QuickTime Pro and if you're on the Mac use Player 7, not QuickTime X) File
→ Export…
→ Sound to Wave
, (16 kHz, 16 bits, mono) then either submit that WAV or convert to MP3 and submit.
Windows Media
This can happen when the WMV header is corrupt. We have seen this occur from files coming directly out of an appliance from Vbrick. The fix is to transcode the file to a new WMV, using a genuine Windows program.
Flash
This can happen in the case where there is no audio track.
INTERNAL ERROR 003: Audio extraction failed.
Typically this means that your media file is corrupt or contains no audio. Please see these tips for handling audio issues.
INTERNAL ERROR 005: Extracted audio file too large! Submitted media file likely corrupt.
We have only seen this occur due to corrupt WMV files coming out of an appliance from vBrick. As mentioned above, the fix is to transcode the file to a new WMV, using a genuine Windows program.
SUBMISSION FAILURE: Duration of audio appears to be zero. Likely corrupt.
This means that your media file is corrupt.
SUBMISSION FAILURE: Unable to extract audio from this MOV. Please extract audio to a WAV or MP3 using QuickTime Pro and submit that instead.
This can happen in various cases, often where there are multiple audio tracks of different names pasted together in the MOV.
Within QuickTime Player 7 (you will need to upgrade to QuickTime Pro and if you're on the Mac use Player 7, not QuickTime X) File
→ Export…
→ Sound to Wave
, (16 kHz, 16 bits, mono) then either submit that WAV or convert to MP3 and submit.
SUBMISSION FAILURE: Sampling rate appears to be too low! Needs to be 8 kHz or more -- 16 kHz highly recommended.
Your media file is sampled at less than 8 kHz which represents very poor audio. This sometimes happens with audio recorded on some handheld recorders, but would almost never happen in any professional or computer recorded audio. So if you have access to the original media which was recorded at 8 kHz or more, take the audio from there. Do not simply try to “upsample” the poor audio because, although that be accepted into our system due to it higher sampling rate, the underlying audio is poor and will not likely yield a good synchronization.
SUBMISSION FAILURE: Quantization appears to be too low! Need at least 8 bits per sample, preferable 16.
Your audio appears to have less than 8 bits/sample which represents very poor audio. This sometimes happens with audio recorded on some handheld recorders, but would almost never happen in any professional or computer recorded audio. So if you have access to the original media which was recorded at 8 bits/sample (preferable 16 bits/sample), take the audio from there.
SUBMISSION FAILURE: Unable to determine length of file. Likely corrupt.
This means that your media file is corrupt or you are experiencing one of the issues discussed for QuickTime or Windows Media under ERROR: Unrecognized file format
. Please see that item above for remedies…
SUBMISSION FAILURE: Prepay balance is only X credits, but needs Y.
You either need to shorten up your media file or add more credits to the prepay balance.
Duration Longer Than Expected in QuickTime
If you submitted an MOV you created in SnapZ Pro X and then edited in QuickTime Pro but it shows a duration longer than expected, you've encountered a QuickTime bug.
Here's what you should do to fix it:
-
Cancel the submission (otherwise you will be billed for the entire duration including the silence added at the end)
-
Go into QuickTime Pro and export your edited file to a new MOV (or M4V, or MP4 if you wish). This will force QuickTime to create a new timeline from which audio can be extracted correctly (and it will make a smaller MOV file since the edited pieces will be removed)
-
Submit the new MOV
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