Corrupted Closed Captions After Windows Update on SnapStream Encoder

Issue:

After running a Windows Update on your SnapStream encoder, you begin to experience garbled or illegible captions in your transcripts. Transcripts displaying this behavior usually contain several unnecessary symbols, extra punctuation marks, misspelled or duplicate words.

Solution:

This issue is usually due to an incompatible video card driver that interferes with the SnapStream Encoder's captioning functionality. Windows Updates often installs newer video drivers that may not be completely compatible with SnapStream.

Before updating drivers, Windows Update usually makes a copy of the existing driver. To resolve the garbled captions issue, you can roll back the driver to the previously installed version.

Rolling Back the Video Driver

Log into your Windows on your encoder. Right click the Windows key and select Device Manager. If you are not logged into the encoder as an Administrator, then you will be prompted to do so at this time. Expand Display Adapters and right click the video adapter. Select the Update Driver Software. Select Browse my computer for driver software. Select the option Let me pick from a list of device drivers on my computer. Select the previously installed video driver. Usually the driver with the older date is the previously installed version. Click Next to apply the driver.

After the correct driver has been applied, the transcripts should display as they did previously.

Having trouble finding the correct driver? Contact the SnapStream Support team who can assist with getting you the correct driver version.

Applies to Version:

All current versions