844-897-3935Remote transcribing can be fairly reliable, but it's inherently less dependable than on-site services. That’s because an on-site transcriber can troubleshoot in person, quickly adapt to technical issues, and even switch to a backup laptop if needed. In contrast, remote service may be completely interrupted when there’s a hardware or networking issue, since both parties are working from separate locations.
Common Remote Troubleshooting Scenarios
Here are some common situations that can cause disruptions during remote TypeWell services:
- Audio not reaching the transcriber – The transcriber can't hear the speaker due to muted microphones, incorrect input settings, or problems with the conferencing platform. Make sure the microphone is on, the correct audio source is selected, and that the transcriber is included in the call.
- Transcript not visible to the student – The student may not have the correct Web Reader link, or they may not realize they need to open it in a separate browser tab or window. It's also possible that the link expired, or a new session link was created but not shared.
- Transcript appears delayed or choppy – Network issues—on either end—can cause delays in the transcript display. Other causes may include high CPU usage on the transcriber’s computer or unusual browser behavior on the viewer's end.
- Confusion about who's doing what – Especially in hybrid or last-minute setups, the student, instructor, or tech staff may not know who is responsible for sharing the link, setting up the platform, or contacting the transcriber. A brief pre-class check-in can help ensure everyone is on the same page.
- The wrong Web Reader link is shared – Occasionally, a link from a previous class or session gets reused by mistake. Always verify that the correct, current link is being distributed to the student.
Preventing and Resolving Common Issues
To prevent these kinds of service interruptions, here are some practical tips to apply before and during a session.
Dead microphone battery
- Always carry spare batteries for microphone systems that use replaceable batteries.
- Develop a policy for storing the laptop after each use that includes putting the microphone into its charger (for rechargeable microphones).
- Develop a policy of checking the battery charge an hour before or the day before each session.
Poor internet connection at the lecture site
- Train the reader to switch to a hardwired Ethernet connection rather than WiFi when there is radio interference or a weak signal.
- Move the laptop to an area of the room that receives a better WiFi signal.
- Arrange with the IT department to provide a separate and/or dedicated WiFi network for the supported student's accommodations — one that doesn't get bogged down by other students' use.
- Have a virtual hotspot to plug into the computer for use when the campus wireless network is unreachable. (Note: This incurs extra cellular costs.)
- Have a hotspot-enabled cell phone available and train the reader to use it when Internet bandwidth is too low for VOIP audio (note: incurs additional costs and still requires minimal internet for text transmission).
Transcriber misses the appointment or has no internet connection
- Have a backup transcriber available.
- Provide a reliable contact for the reader to use if they can’t reach the scheduled transcriber.
- Contract remote services through a reputable provider who staffs backup transcribers. (Contact us for recommendations!)
Hardware problem on the reader computer
- Carefully train the reader on common issues (e.g., dead mic battery).
- Have an IT person or support staff set up equipment at the start of the day or each lecture.
- Train a tech-savvy audience member to assist if needed.
- Give the transcriber the reader's phone number (for texting) and/or email address for setup communication. (Note: The transcriber and reader need to understand your expectations and policies on appropriate scope and use of text messaging and email.)
Software problem on reader computer
- Teach the reader to restart the computer if a program stops working.
- Train the transcriber in common technical problems so they can send clear directions to the reader via instant messaging.
Transcriber can't hear clearly
- Ensure the lecturer wears the mic on the upper body, outside of clothing.
- Provide a lanyard for proper microphone placement.
Related Articles
Remote technology requirements
Web Linking - Troubleshooting
How to Manage Web Linking Channels
Is wireless internet required for TypeWell services to work?
Known Issues with TypeWell on Windows 10
Coordinating TypeWell Services
Reader Guidelines
Need Additional Support?
If you're looking for a reliable remote transcription provider, we’re happy to refer you to reputable agencies with a proven track record. These agencies often provide their own troubleshooting protocols and built-in tech support, and their staff are well-versed in handling a wide range of technical and situational issues. Some organizations specifically choose to partner with an agency to benefit from this dedicated support — especially those without dedicated staff to manage real-time accommodations.
Before selecting a provider, be sure to review our related article: Questions to Ask When Contracting with an Outside Provider
If you'd like a referral to some reputable agencies, or if have questions, feel free to contact us directly.