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Common issues

This guide collects the most common issues you may run into while using AuditorIA and the recommended ways to solve them.

Login issues​

I cannot sign in with my credentials​

Symptoms: the system shows "Invalid credentials".

Solutions:

  1. Verify that you are entering the correct username and not your email, unless your administrator configured it that way.
  2. Check that the password is correct. Remember that passwords are case-sensitive.
  3. If this is your first access, use the temporary password provided by your administrator.
  4. Try clearing your browser cookies and cache.
  5. If the issue continues, contact your administrator so they can reset your password.

My session keeps closing​

Symptoms: the system redirects you back to the login screen frequently.

Solutions:

  1. Verify that your internet connection is stable.
  2. Check that you do not have browser extensions blocking cookies.
  3. Try an incognito/private window to rule out extension conflicts.
  4. Sessions have a limited duration. If the problem happens too often, contact your administrator.
tip

If AuditorIA asks you to sign in again, log in once more. If it happens several times on the same day, let your administrator know.

"403 Forbidden" when accessing a section​

Symptoms: you can sign in, but a 403 error appears when you try to enter certain sections.

Solutions:

  1. Your role does not have permission to access that section. Contact your administrator.
  2. Verify that you are assigned to at least one campaign. Users without a campaign may see limited content.

Audio upload issues​

The file does not upload / upload error​

Symptoms: the upload stops or an error message appears.

Solutions:

Possible causeSolution
File too largeVerify that it does not exceed the 500 MB limit
Unsupported formatUse WAV, MP3, FLAC, OGG, M4A, or WebM
Unstable connectionVerify your internet connection and try again
Request timed outFor large files, try again during a lower-traffic time
Storage fullContact your administrator

The upload stays at 0% or does not move​

Solutions:

  1. Reload the page and try again.
  2. Verify that there is no network restriction blocking file uploads.
  3. Try a smaller file to confirm that the feature is working.
  4. Try a different browser.

Transcription issues​

The task stays in "In process" for too long​

Symptoms: the task stays in "In process" for more than 30 minutes.

Solutions:

  1. If the audio is long, wait a reasonable amount of time based on its duration.
  2. Reload the page to confirm whether the status changed.
  3. If the task has been running for more than one hour, contact your administrator.
info

AuditorIA can recover delayed tasks automatically. If the case remains stuck, the administrator can review it.

The transcription has many errors​

Symptoms: the transcribed text does not match what is heard in the audio.

Solutions:

  1. Verify the audio quality. Audio with a lot of background noise produces worse transcriptions.
  2. Check that you selected the correct language when uploading the audio.
  3. Try a different transcription engine:
    • WhisperX is usually better for Spanish.
    • Deepgram is faster but can be less accurate with some accents.
  4. If the audio contains multiple languages, select the predominant one.

Speaker diarization does not identify speakers correctly​

Symptoms: the Speaker 0 and Speaker 1 segments are mixed up or incorrect.

Solutions:

  1. Diarization works best with good-quality audio and speakers whose voices are easy to distinguish.
  2. Try WhisperX, which usually offers better diarization.
  3. Audio where speakers overlap frequently is harder to diarize.
  4. You can manually edit the speaker assignment from the transcription viewer.

Notification issues​

I do not receive notifications​

Symptoms: no notifications appear in the bell even though tasks are being processed.

Solutions:

  1. Verify that your browser allows notifications from the site.
  2. Check that you do not have an ad blocker or extension interfering.
  3. Try refreshing the page with F5.
  4. If you use a VPN, try disconnecting it temporarily and see whether notifications appear.

Notifications are not marked as read​

Symptoms: notifications remain marked as unread after clicking them.

Solutions:

  1. Try reloading the page.
  2. Wait a few seconds and open the bell again.
  3. If the problem continues, try later or contact your administrator.

Performance issues​

The platform is slow​

Solutions:

  1. Clear your browser cache.
  2. Verify your internet connection.
  3. If you are applying many filters at the same time, try reducing them.
  4. Try an incognito/private window to rule out heavy extensions.
  5. Make sure you are using an up-to-date browser.
tip

Recommended browsers

  • Google Chrome v90+
  • Mozilla Firefox v88+
  • Microsoft Edge v90+
  • Safari v14+

Reports take too long to load​

Solutions:

  1. Reduce the date range in the reports.
  2. Filter by a specific campaign instead of viewing all of them.
  3. Reports with a lot of data can take a few seconds. Wait until they finish loading completely.

When to contact support​

Contact the support team or your administrator if:

  • You cannot solve the issue with the steps above.
  • The problem affects multiple users at the same time.
  • You see server errors such as 500, 502, or 503.
  • The system is completely inaccessible.
  • There is a security issue such as unauthorized access or exposed data.

Information to include in your report​

When contacting support, include:

  1. Description of the problem: what you were doing and what happened.
  2. Steps to reproduce: how the issue can be reproduced.
  3. Screenshots: if possible, include screenshots of the error.
  4. Browser console: visible errors in the console (F12 -> Console).
  5. Browser and version: for example, Chrome 120.0.
  6. Date and time: when the issue happened.

Next steps​