Problems viewing the scrolling transcript during video playback

Issue or Problem:

The scrolling transcript is no longer populating during video playback.

Cause:

This can occur for a few reasons.

1. No Transcript Available:  The content you are viewing may not have a transcript available.
2. Outdated Chrome Browser:  Your Chrome browser may need an update.
3. Network Communication Issues:  Your client computer might be unable to communicate securely over https with the SnapStream server or cloud instance over outbound TCP port 9190

Solution:

Verify Transcript Availability:

• Check for Transcripts: Ensure that the content you're trying to play has a transcript. You can identify this by looking for the CC icon in your SnapStream Library. If the CC icon is absent, a transcript is not available for that content.
  
  

Update Chrome Browser:

• Update Browser: If you're using Chrome, update it to the latest version and try playing the content again.
  

Address the Network Communication Issues:

• Test Different Network Connections: If you suspect network communication issues, try connecting to your SnapStream system from a different network. For example, if you’re currently connected through your office network, try connecting from your home network to see if the issue persists.  If the connection works from your home network, contact your office network administrator for assistance.
• Check Firewall and VPN Settings:
  • If the issue occurs only on a specific network, you may need to consult your network administrator to allow outbound HTTPS connections over TCP port 9190.
  • If you are connecting through a VPN, try disconnecting from the VPN and connecting directly via your normal internet connection. If the issue resolves, your VPN may need reconfiguration to allow these communications. Contact your VPN provider for assistance.

Additional Troubleshooting:

You can test the secure HTTPS communication over TCP port 9190 by following these steps:

1. Sign in to SnapStream: Sign into your SnapStream system and note the URL in your browser's address bar.
2. Test the Connection:
   • Replace the first part of the URL with your SnapStream server name, and then visit the following URL: https://YourSnapStreamServerName:9190/AuthenticationManager/json/GetMeTicketDetails
Note: Replace YourSnapStreamServerName with the actual server name from your SnapStream URL in step 1.
   • If the connection is working properly, you should see the response page below.
     
     
     

Applies to Version:

SnapStream Software version 24.1