If you are experiencing problems with Otter not transcribing your voice, someone else's voice, or both, perform one or more troubleshooting steps to fix the problem.
1. Using a headset or headphones
Otter cannot access sound that’s being played by other tabs in your browser, or other applications on your computer and can only record the audio that can be heard by your microphone. If you play the audio through your computer speakers, then the microphone will pick up that audio and send it to Otter to be recorded.
However, if you’re using a headset, the audio goes directly into your ears and can’t be picked up by the microphone. Therefore, Otter is unable to transcribe when others are speaking, however, it will transcribe your voice.
Our team is working to improve this, but in the meantime, we recommend not using a headset or headphones when using Otter.
2. Using Safari to transcribe an online meeting or audio playback (e.g. YouTube video)
Safari does not support recording audio playback on the same computer and we recommend using Otter on Chrome or Firefox, or the mobile app.
3. A person's voice is misspelled or is sometimes missing in a conversation
Sometimes, a person's voice may not always be transcribed accurately or completely missing. To increase the accuracy of Otter's transcription, follow these best practices. Learn more about transcription accuracy.
- Try to minimize background noise. Background noise is generally the biggest factor in inaccurate transcriptions or missing audio. If Otter cannot distinguish what is being said because there is too much background noise, it may misspell what that person is saying or ignore it completely if the prediction level is too low.
- Use an external microphone or headset, rather than your computer or device's built-in microphone. See Using a headset or headphones about limitations of using a headset.
- Place the microphone within three feet from the person speaking and refrain from moving or touching the device to avoid any unnecessary background noise.
- Avoid overlapping dialog where speakers talk over one another. Again, if Otter cannot distinguish what is being said, it may misspell what that person is saying or ignore it completely if the prediction level is too low.
- Speak clearly and naturally, at your normal conversational tone and pace.
- Teach Otter jargon, names, and any other vocabulary words to increase the accuracy of these terms.
- Train Otter to recognize your voice and automatically tag your name within the transcript.
4. Third-party noise cancellation software
Any noise cancellation features on your computer, mobile device, or headset may prevent Otter from picking up audio from your speakers. To record audio from your speakers, temporarily disable any noise cancellation features.
Note: Third-party software may come pre-installed with Microsoft Windows. For example, some HP notebooks come pre-installed with the Bang & Olufsen Audio Control app with noise cancellation turned on. To view a list of apps, select the Start button, click Settings, and then click Apps. Uninstall or disable any third-party apps that may adjust or alter your computer's audio or microphone.
5. Check your browser's microphone permissions
6. Check your system settings
Make sure that your microphone is the default recording device, and that recording levels are correct:
7. Audio problems in Microsoft Windows 10
Issues with your audio drivers or settings in Microsoft Windows 10 may be preventing Otter from transcribing audio playback. Microsoft created a list of troubleshooting steps to fix sound problems in Windows 10. The tips are listed in order, so start with the first one, see if that helps, and then continue to the next one if it doesn’t.