When importing an audio or video file, a progress indicator shows the percentage to reflect the status of the import. When the import has completed, the audio speech from the file will be processed and transcribed. Learn more about processing.
Here are some general problems you might see during import:
- Files not importing to Otter or fails with an error
- Import stuck on "In Processing..."
- The progress indicator is showing the same percentage for a longer than expected time
- Import stops suddenly
Basic troubleshooting
Perform one or more troubleshooting steps to fix the problem.
1. Check your internet connection
If your files are slow to import, check your internet connection. A weak connection is a common cause of errors.
- Check your upload speed and ensure it matches what you subscribed to with your internet service provider (ISP). We recommend upload speeds of at least 3 Mbps.
- Try connecting to a different network such as your mobile phone hotspot or disconnect your Wi-Fi (on mobile) to see if your files upload correctly.
2. Check your computer's sleep setting
You can set your computer to go to sleep or hibernate after a specified duration of inactivity. However, if you are importing a large file and your computer goes to sleep or into hibernation during the import, it may disrupt the import process and cause the import to fail.
When importing a large file (> 200MB), try temporarily changing or disabling your computer's sleep or hibernate settings.
Learn about energy-saving settings for macOS and Windows.
3. Restart your computer or device
Sometimes your computer or device may act problematic, which restarting may fix it.
4. Use Otter in a private browsing window
When you browse privately, your browser won't use your cookies, site data, or browser extensions that can sometimes cause issues. Learn about private browsing for Chrome, Safari, and Firefox.
If the import finishes without issues when using a private browsing window, there may be an issue with your cookie, site data, or a browser extension.
- Learn how to clear cookies and site data in Chrome, Safari, and Firefox.
- Try disabling some of your browser extensions, such as an ad blocker. Learn how to turn off or uninstall extensions in Chrome, Safari, and Firefox.
5. Update to the latest version of the Otter mobile app
If you're using the Otter mobile app, make sure it's the latest version. Alternatively, use Otter on a desktop browser.
6. Refresh or sign out of Otter
If you're experiencing internet connection issues, Otter may not have properly loaded. Refresh your browser and then try to import files again.
If you're using the Otter mobile app, force close and reopen the app. Learn about closing apps on iOS and Android.
7. Clear your browser cache
Clear your browser cache and cookies and then try to import your files again. Learn how to clear cookies and site data in Chrome, Safari, and Firefox.
8. Check your browser version
Check the system requirements and supported browsers to make sure you're using a supported browser and operating system. We recommend using Chrome, but you can use another browser, such as Mozilla Firefox or Apple Safari. Trying using a different browser to see if you experience the same results.
9. Reduce the size of your file
You can import large files in Otter, but if they are too large, they might not import properly. If your file is too big, divide the file into multiple smaller ones.
If you are importing a video file, export it as audio-only to reduce the file size. You can export to audio using QuickTime Player on Mac or VLC on Windows.
10. Check your virus scanning or security software
Virus scanning software and adblockers on your local system can sometimes interfere with certain websites or actions. Make sure that this software is not blocking Otter.
11. Check if "Data Saver" is enabled in the Otter mobile app
In the Otter mobile app, enabling Data Saver helps reduce cellular data usage by restricting imports/uploads to Otter when your device is connected to a Wi-Fi connection and the Otter mobile app is in the foreground (open and in view).
When importing a large file (> 200MB), try temporarily disabling Data Saver or make sure your device is connected to a Wi-Fi connection and the Otter mobile app is in the foreground.
Advanced troubleshooting
Check your firewall and proxy settings
Customized firewall and proxy settings can sometimes block access to Otter. Check with your network administrator that your firewall and proxy settings are configured to allow a connection to Otter.
Need additional help?
If these didn't fix your issue, contact support for further assistance.