If you see an error while running [Transcribe video to edit captions] or [Remove Silence] (including messages like "a low-level exception occurred in ACC Audio (exporter:9)" or "An error occurred. Contact us through the chat in the top right corner."), the cause is usually your Premiere settings, your internet connection, or a temporary issue. Work through the steps below.
Step 1. Restart Premiere and check your internet connection
Quit Premiere completely, then reopen it and confirm you're connected to the internet before trying again. This can also be a temporary issue, so if it doesn't work right away, wait a few minutes and try again.
Step 2. Check your Premiere version
Premiere Assistant requires Premiere 2023 or later. If you're on an older version, update Premiere and try again.
Step 3. Check your internet speed
Premiere Assistant handles transcription on a server, not your device. A slow connection can cause the audio upload to fail. We recommend an upload speed of at least 200 Mbps. You can check your speed at fast.com.
Step 4. Switch your audio format to AAC
Premiere Assistant exports audio as Waveform (WAV) by default. If the error continues, switch the format to AAC:
In Premiere Assistant, go to [Menu] > [Settings].
Under [Audio Export Format], select [AAC].
Try again.
Step 5. Match your audio sample rate
A mismatch between your clip's audio sample rate and your sequence settings can cause errors.
In Premiere's Project panel, right-click the clip you want to transcribe and select [Media File Properties]. Note the sample rate shown next to Source Audio Format.
Go to [Sequence] > [Sequence Settings] in Premiere.
Under Audio, set Sample Rate to match the clip's rate.
Try again.
Step 6. Un-nest nested sequences (multi-cam)
If you're working with a multicam nested sequence, un-nest it before transcribing. Transcription and [Remove Silence] work most reliably on sequences without nested multicam sequences.
If none of these fix the issue, contact us through the support chat.