Batch Results missing

Closed Captioning with CaptionSync allows you to upload batches of files. This article details some troubleshooting tips about getting the results.

This page deals with issues related to Batch processing. Batch processing is used to group results together (like a course), and is available for AST-Link, SFTP/XML integrations, or List of URLs submissions. 

Did Not Receive Results via Email

When you have a Batch successfully complete, all of the results for the batch will be zipped up and made available as a single file. The ZIP file is also available for download via Caption/Transcribe -> Batch Status, AST-Link app, or SFTP client in your outgoing directory. 

If you want to be emailed about the status of each submission in the Batch, please go to Settings -> Contact Settings, in your CaptionSync account, and ensure the following options are checked:

Batch -> Batch Complete
AST-Link/SSH Integration -> Batch Submission Successful
AST-Link/SSH Integration -> Batch Submission Failure
List of URLs/List Integration -> Batch Submission Successful
List of URLs/List Integration -> Batch Submission Failure

Keep in mind that you can still download the individual files from the CaptionSync website if you like.

No "Batch Complete" Email

1. First off please check your spam filter. The results come from the automaticsync.com domain.
2. Next, please check the Contact Settings page under the Settings tab, and check the box for emails in the event of AST-Link Batch Complete or List of URLs Batch Complete. These are enabled by default, but you may have turned this off accidentally.
3. Finally, you will only receive Batch Complete emails when the Batch is complete. If there are transcripts that still need to be reviewed by you, or Result Review is yet to be done, and/or submissions are still being transcribed, you won't get the email yet.

If there are outstanding failures and you provided the transcripts, you will get an OUTSTANDING Fails in Batch email (provided you have AST-Link Batch Complete or List of URLs Batch Complete checked on the Contact Settings page under the Settings tab). In this case, please follow our instructions on how to deal with a failed submission.

The system will wait 18 hours to allow you to repair the failures before zipping up the results. If all of the failures are repaired before the 18 hours lapses, then the results are zipped up shortly after the last failure is repaired. If 18 hours lapses and the failures are still not repaired, then the system will zip up all of the successful results for you and you will receive the Batch Complete email, but it will note that there are outstanding failures.

You Provided Transcripts

If you are submitting your own transcripts it is highly recommended that you have AST-Link Batch Submission Failure and List of URLs Batch Submission Failure checked on the Contact Settings page under the Settings tab, so that you will know which submission is holding back completion of the Batch. You need to fix these outstanding failures on the CaptionSync website for the Batch to be completed. Make sure you follow our instructions on how to deal with a failed submission.

Also, if you are not familiar with our transcription formatting, it is recommended that you have AST-Link Batch Submission Successful and List of URLs Batch Submission Successful checked on the Contact Settings page under the Settings tab, so that you will see any warning messages about the transcript.

Redo Results

If you Redo any of the submissions in a Batch submission, you will receive the Batch Ready for Download email and the new results will be included in an updated ZIP file. The new zip file will overwrite the old one. There is a built-in delay of about 20 minutes so that if you have multiple sequential Redos, the system waits until you finish them (or at least stop issuing them for 20 minutes) before the new zip is created.

If you later submit more content with the same batch name, the system will rezip the results to include the new submissions. Again, the 20 minute delay is used to allow all of your new additions to process first.

No ZIP file in the Email

The ZIP file will not be included if the size exceeds that specified on the Contact Settings page under the Settings tab (the default is 10 MB). In that case, it will note that you can download it from the Batch Status page under the Caption/Transcribe tab.

If there is no ZIP and the message suggests it should be present, it is possible that your email server removed it, mistakenly assuming it was sort of malicious software. If this is the case, please talk to your internal IT team to make sure email from automaticsync.com is whitelisted. Keep in mind that the ZIP file is also available for download on the Batch Status page under the Caption/Transcribe tab.