If you upload a file and it continuously shows as transcribing in your “My Trints and Stories” list, it’s likely the file has encountered an error. This guide offers troubleshooting tips to help you transcribe files properly.

This support guide will cover:

Transcription errors

Files typically take as long as the audio or video duration to transcribe, or less. This means an hour-long file may take up to an hour to transcribe. If it’s been longer than your file’s length and the file still shows as “Transcribing”, there are a couple of things you can do.

transcription in progress
  • First check if you are on a Trint free trial or a Starter plan. Our free trial has a file limit of three files per month and the Starter plan allows you to transcribe up to seven files per month. Upgrading to an Advanced or Enterprise plan will give you unlimited transcriptions and help avoid these errors.

  • You should also check the size and length of your file. All files uploaded to Trint should be under three hours duration or three GB in size. Anything larger is likely to stall or encounter an error so try splitting up larger files before trying to transcribe in Trint.

  • If you are still having trouble transcribing, please contact us at support@trint.com and one of our team will look into your issue.

Invalid media formats

If you see this error it means your file is either not in a format we support or the file has become corrupted.

invalid media format warning

In both cases, you will need to convert the file to another format we support. There are many free tools you can use for this such as Cloud Convert.

We currently support the following types of audio files: MP3, M4A, MP4, AAC and WAV, and the following types of video files: MP4, WMA, MOV and AVI.


We hope you have found this article useful. If you have any questions, please reach out to us at support@trint.com and our team will be happy to help.

Related support guides:

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