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StoryVault Docs

Troubleshooting

Here you’ll find solutions for common problems. If your problem isn’t listed here, contact us at Contact.

Transcription

Section titled “Transcription”

Transcription gets stuck at “Processing”

Section titled “Transcription gets stuck at “Processing””

  1. Wait a few minutes

    Longer recordings (over an hour) may take several minutes. The session list updates automatically.

  2. Reload the page

    Press F5 or click the refresh button in your browser.

  3. Check the status

    Open the session. If the status shows “Failed”, try uploading again.

  4. Check the file format

    Make sure the format is supported: MP3, WAV, M4A, OGG, WebM, FLAC, AAC (audio) or MP4, MOV, AVI, MKV, WebM (video).

Poor transcription quality

Section titled “Poor transcription quality”

Transcription quality depends heavily on audio quality. Tips for better results:

  • Minimize background noise — close windows, reduce air conditioning
  • Position the microphone close — the closer the microphone to the speaker, the better
  • Avoid talking over each other — simultaneous speech makes speaker detection harder
  • Use a quality microphone — an external microphone delivers significantly better results than a built-in laptop microphone

Speaker detection is inaccurate

Section titled “Speaker detection is inaccurate”

Automatic speaker detection can make mistakes with similar voice tones or poor audio quality. You can manually correct speaker names at any time: click on the speaker name in the transcript and enter the correct name.

Upload

Section titled “Upload”

Upload is interrupted or very slow

Section titled “Upload is interrupted or very slow”
  • Check your internet connection — especially for large files (over 5 MB), a stable connection is important
  • Check file size — the maximum file size is 2 GB
  • Check your browser — use an up-to-date browser (Chrome, Firefox, Edge, Safari)
  • Try again — upload the file once more. Make sure not to create duplicate sessions.

File format not accepted

Section titled “File format not accepted”

Make sure the file extension matches the actual format. Occasionally files have an incorrect extension (e.g. an AAC file with a .mp3 extension). Rename the file correctly or convert it with a program like VLC or Audacity.

Meeting Bot

Section titled “Meeting Bot”

Bot won’t join the meeting

Section titled “Bot won’t join the meeting”

  1. Check the meeting link

    Copy the link directly from the calendar invitation. The link must be complete — including the meeting code.

  2. Platform supported?

    The bot works with Google Meet, Microsoft Teams, and Zoom. Other platforms are not currently supported.

  3. Check the waiting room

    With Teams and Zoom, the bot may need to be admitted from the waiting room. Ask the meeting organizer to let the bot in.

  4. Check your role

    Only users with the “Manager” role or higher can start the bot.

Bot recording is empty or very short

Section titled “Bot recording is empty or very short”
  • Silence detection — if nobody speaks for 2 minutes, the bot ends the recording automatically
  • Alone in the room — if the bot is the only participant remaining in the meeting, it leaves
  • Recording permissions — in some meeting configurations, recording must be approved by the organizer

AI Chat

Section titled “AI Chat”

AI doesn’t respond or is very slow

Section titled “AI doesn’t respond or is very slow”
  • Check budget — the monthly AI budget may be exhausted. Ask your administrator.
  • Wait — for long transcripts, processing can take a few seconds
  • Reload the page — for connection issues, reloading the page often helps

AI response is inaccurate

Section titled “AI response is inaccurate”
  • Ask more specifically — the more precise your question, the better the answer. Instead of “What was discussed?” try “What specific measures for fall prevention were decided?”
  • Use the right level — for details about a single session, use Session Chat. For an overview across multiple sessions, use Project Chat.
  • Check the original — for important statements, use the transcript as the source

Login

Section titled “Login”

Login doesn’t work

Section titled “Login doesn’t work”

  1. Check your email address

    Make sure you’re using the correct email address — the one you were invited with.

  2. Reset your password

    Click “Forgot password” on the login page. The reset link is valid for 1 hour.

  3. Check spam folder

    If the reset email doesn’t arrive, check your spam folder.

  4. Contact your administrator

    Your account may have been deactivated. Contact your administrator.

Section titled “Invitation link doesn’t work”
  • Expired? — Invitation links are valid for 7 days. Ask your administrator for a new invitation.
  • Already redeemed? — Each link can only be used once.
  • Revoked? — The administrator may have withdrawn the invitation.
Section titled “Magic link doesn’t work”
  • Expired or already used? — Magic links are short-lived and can only be redeemed once. Request a new link via “Forgot password” → “Sign in with Magic Link”.
  • No email received? — Check your spam folder. After several requests, sending may be temporarily limited.
  • Link opens, but login fails? — Click “Sign in” on the StoryVault page that opens. The link is not redeemed when the email is opened, only after this click.
  • Wrong environment? — The link should point to the StoryVault environment you want to sign in to, such as stage.storyvault.eu or app.storyvault.eu.

Browser and Devices

Section titled “Browser and Devices”
Section titled “Recommended browsers”

StoryVault works best with current versions of:

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge
  • Safari (macOS/iOS)

Using StoryVault on a smartphone

Section titled “Using StoryVault on a smartphone”

StoryVault is usable as a mobile web app. The Recorder also works on smartphones — including recording, upload, and transcript viewing.

For iPhone users, the native app StoryVault Recorder is also available in the App Store, with offline capability and automatic synchronization.

Further Reading

Section titled “Further Reading”