Troubleshooting

One source is missing

Check microphone selection and permissions using Permissions and audio. Audio Check is part of guided setup. Once setup is complete, make a short test recording and listen back to check both sources.

Model download or preparation is stuck

Keep the Mac connected and TapScribe open for the initial download. “Preparing” can continue after the data has arrived. If there is a failure message, note it before retrying.

Open Settings → Model. Use Download Model if it is absent, or Repair / Re-download when repair is needed. Once the model is ready, select the affected recording and open More actions (…) beside its title. Choose Transcribe for saved audio awaiting transcription or Retry Transcription for a failed item. A model repair does not by itself retry an earlier failed item.

The Library looks empty

Check Settings → Storage and reconnect any missing drive. Switching folders does not move recordings. Return to the earlier library location before assuming anything is lost. See Storage and privacy.

A file will not import

Try one locally available file that plays correctly. An extension does not guarantee a supported codec. Do not submit a folder or streaming URL. Select the failed import and open More actions (…): use Retry Preparation if its source is still available, or Locate File… if it moved. If audio is already prepared but transcription failed, use Retry Transcription. See Cancel or recover an import.

A transcript did not reach my notes

Check Settings → Workflow and the original folder path shown for each item under Needs attention. Changing the current destination does not redirect waiting exports. Restore access to the original path, check the current destination is available, turn Automatically export transcripts back on if it was disabled, then choose Retry Waiting Exports. See Recover a missing destination.

Older recordings are not automatically backfilled. Use More actions (…) → Export Transcript… for a deliberate copy. If the item needs review because an existing copy conflicts, retries leave it alone; follow Resolve a copy that needs review.

Purchase or activation did not finish

Keep the order confirmation. Reconnect, check the key and follow the specific error in Settings → Licence. Review the portal if the app asks you to reconcile an interrupted activation. Do not buy again simply to fix an activation problem. See Trial and licence.

Ask for help safely

Open Support. Include your Mac model, macOS version, TapScribe version/build from Settings → About, the failed step and the exact error. Say whether Me, Them or both were affected.

Do not send private meeting content or a full licence key in the first message. If a reproducible audio sample is useful, create a short fictional recording rather than sharing a client conversation.

Report a bug or suggest a feature

Use Bugs and feature requests for what to include and a direct email link. For a feature idea, describe the task you need to accomplish and your current workaround.