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Troubleshooting

Transcription:Batch Deployments:SaaS

Basics​

info

For troubleshooting on-prem deployments, please refer to the on-prem documentation.

If you see errors when you submit a job or perform any other actions, we advise you to check a few things before raising a support ticket:

  1. API endpoint
  2. Language code
  3. Auth token expiration

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 an 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 an 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 a 1-second delay between requests of the same type, e.g., adding a 1-second delay between GET /v2/jobs/{job_id} requests.