My file is stuck in a processing state

Files are typically in a processing state when SyncWords is working on either synchronizing a caption file or translating an existing caption file.

ASR Generated Transcription

Typically a SyncWords project completes in 30-40% of the media run time (depending on server load). ASR-generated projects should almost never take more than the actual duration of the media file uploaded to the project.

If an ASR project is taking longer than its actual run time please, contact SyncWords support.

NOTE: Our support technicians appreciate it when you include a link to the project in question. It also helps our support team resolve your issue faster. 

Human Transcription

If you ordered one of our human transcription services, please make sure you are taking the Transcript Turn Around Times into consideration. Our transcribers will complete and post the transcript within the appropriate frame at which point your project will start processing and take approximately 30-40% of the media run time to complete. If the project is taking longer than its actual run time please, contact SyncWords support.

NOTE: Our support technicians appreciate it when you include a link to the project in question. It also helps our support team resolve your issue faster.