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Troubleshooting

Troubleshooting

Basics

If you see errors when you submit a job or performing any other actions it might be worth checking few simple elements to potentially help avoid having to raise a support ticket.

Its worth checking few specific things:

  1. The endpoint. Ensure that you are using the correct endpoint. This is especially important for trial users. Endpoints can be found in the overview section of this documentation portal in the API endpoints subsection.
  2. The language code. Ensure that the language code is correct. These can be checked against the language list in the language support subsection of the overview sections.
  3. Token expiration. This is especially relevant for trial users. Trial tokens are valid for 14 days, to check the status of your trial ticket please reach out to your account point of contact at Speechmatics.

Raising an incident

If you need to raise a support ticket, then please open a ticket by emailing support@speechmatics.com.

As part of good practice always provide:

  • A thorough description of the error you encountered
  • Any relevant Job IDs
  • The configuration information you used to submit the job request

Please provide a Job ID where possible. A response for a successful job should look like this:

HTTP/1.1 201 Created
Content-Length: 20
Content-Type: application/json
Request-Id: df6ec500191bf2c02ee42d519fbea34f
Strict-Transport-Security: max-age=15724800; includeSubDomains
X-Azure-Ref: 01mDmXAAAAABUtz6ZgS7QRI2F3f5B+19wTE9OMjFFREdFMDMxMgBhN2JjOWQ4MC02YjBiLTQ1NWEtYjE3MS01NGJkZmNiYWE0YTk=
Date: Thu, 23 May 2019 08:59:08 GMT

{"id":"z2jfp1jwu1"}

Here, the Job ID is z2jfp1jwu1. The Request ID is df6ec500191bf2c02ee42d519fbea34f

If you submitted a job, but did not receive a Job ID as expected please provide any Request-Id, and X-Azure-Ref headers that may have been returned to you in the HTTP response. An error will be reported as a 4XX or 5XX status code; instead of the job ID an error message will be returned. The Request-Id can be included in the ticket to support to help support engineers troubleshoot the problem. Here's an example:

HTTP/1.1 401 Unauthorized
Content-Length: 179
Content-Type: text/html
Request-Id: 00adae505fa8cb7c7f24c6bf52c60048
Strict-Transport-Security: max-age=15724800; includeSubDomains
X-Azure-Ref: 0LWLmXAAAAAB2mDIdAu7kSZ/kKszi7eH4TE9OMjFFREdFMDMwOQBhN2JjOWQ4MC02YjBiLTQ1NWEtYjE3MS01NGJkZmNiYWE0YTk=
Date: Thu, 23 May 2019 09:04:49 GMT

<html>
<head><title>401 Authorization Required</title></head>
<body>
<center><h1>401 Authorization Required</h1></center>
<hr><center>nginx/1.15.8</center>
</body>
</html>

Please note that in the future the response for HTTP 401 and 429 responses will be content-type application/json rather than text/html. This is how a HTTP 401 request will now look:

HTTP/1.1 401 Unauthorized
Content-Length: 179
Content-Type: application/json
Request-Id: 00adae505fa8cb7c7f24c6bf52c60048
Strict-Transport-Security: max-age=15724800; includeSubDomains
X-Azure-Ref: 0LWLmXAAAAAB2mDIdAu7kSZ/kKszi7eH4TE9OMjFFREdFMDMwOQBhN2JjOWQ4MC02YjBiLTQ1NWEtYjE3MS01NGJkZmNiYWE0YTk=
Date: Thu, 23 May 2019 09:04:49 GMT

{"code": 401, "error": "Unauthorized"}

Here, the Request-Id is 00adae505fa8cb7c7f24c6bf52c60048. Please note the response here is in JSON format and is no longer a HTTP response.

Rate limited requests

A 429 error means that the request has been rate limited by our API. This situation could be avoided by adding 1 second delay between requests of the same type, e.g., adding 1 second delay between GET /v2/jobs/{job_id} requests.

Batch SaaS
Understanding SaaS Usage
Batch SaaS
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