If you are experiencing issues using Veritone’s Relativity plugin, please reference the troubleshooting steps below to determine if your issue has a potential resolution. You can also review our user guide for more information on configurations and use of the application.

Agent Error:

SQL Statement Failed

Possible Cause

  1. When updating to the latest RAP, did you update each workspace that has the Veritone RAP installed?
  2. If so, are there any workspaces that previously had the RAP installed on the workspace but it was removed at some point in time?

Possible Solution

  • If option 2 is true, install the latest RAP to that workspace. Then remove the Transcode Agent that's causing the issue and re-add the agent. Once the Agent has "Succeeded", you can remove the RAP from the workspace entirely if desired.

Transcode Error (local):

Showing 0 items selected when attempting to submit for processing.

Possible Cause

  • Unsupported File Type
  • Incomplete/failed file import
  • No API key has been validated for this workspace

Possible Solution

  • Double check that all control metadata is correct
  • Attempt to reimport (overlay) the files into the application
  • Attempt to transcode outside of the application
  • You need an active API key to transcode files (even if you only want to transcode to view files in the Veritone Media Viewer). Reach out to your Veritone point of contact to inquire about activating a key

Transcode job stuck in “Submitted”

Possible Cause

  • Incomplete job submission

Possible Solution

  • “Delete all pending jobs” to cancel and manually resubmit

Transcode job stuck “In Progress”

Possible Cause

  • Unsupported File Type
  • Incomplete/failed file import
  • A Veritone Transcode agent is not correctly enabled

Possible Solution

  • Ensure control metadata is correct
  • Reimport (overlay) file into application
  • Attempt transcode outside of application
  • Ensure that all agents listed in the User Guide are enabled and running

Transcription:

Transcription job fails immediately

Possible Cause

  • Your file or files are greater than 100MB in size

Possible Solution

  • Provide access to S3 endpoint

Transcription job stuck in “Submitted”

Possible Cause

  • Job did not make it to Veritone

Possible Solution

  • Select “Delete all pending jobs” to cancel and manually resubmit

Transcription job stuck “In Progress”

Possible Cause

  • No discernible dialogue in audio or media MOS (without sound)
  • A Veritone Transcription Agent is not correctly enabled

Possible Solution

  • For files with no discernible audio, transcription cannot process successfully.
  • Ensure that all agents listed in the User Guide are enabled and running

Translation:

Language not available

Possible Cause

  • Missing engine integration

Possible Solution

  • Reach out to your Veritone point of contact to inquire about updating our engine integrations to include the language you need

Translation job fails immediately

Possible Cause

  • A Veritone Translation Agent is not correctly enabled

Possible Solution

  • Ensure that all agents listed in the User Guide are enabled and running

Translation job stuck "In Progress"

Possible Cause

  • A Veritone Translation Agent is not correctly enabled

Possible Solution

  • Ensure that all agents listed in the User Guide are enabled and running

Escalate to Veritone Support

If you're still running into issues, Veritone's Support team can help investigate what went wrong. Please collect as much of the following details as possible and write to us at [email protected]

  1. AIHub Version (RAP file) and Relativity Version
  2. Affected Workspace Name/Case Artifact ID
  3. Screenshots of Agents Setup & AIHub Setup pages
  4. Confirmation that all web servers, endpoints, and agent servers still comply with the network requirements listed in the User Guide.
  5. If errors have been received, please navigate to the Errors tab and filter the Error Source field by “Veritone” to export all error messages to CSV and attach to message.
  6. Steps taken to replicate issue and troubleshooting steps taken in attempt to resolve it.

Our normal business hours are Monday – Friday (6AM – 6PM PST) and we will respond shortly if you are contacting us during this time. If it is currently outside of our business hours, you’ll hear from us as soon as we’re back in.

If your issue is urgent, please be sure to include it in the subject line of your message to ensure you get the help you need right away; i.e. "Urgent"

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