If you see an error when running [Transcribe Video] or [Remove Silence] (including messages like "a low-level exception occurred in ACC Audio (exporter:9)" or "An error has occurred. Please contact us through the chat"), the cause is usually your Premiere settings, your internet connection, or a temporary issue. Work through the steps below.
Step 1. Restart Premiere Pro and check your internet connection
Quit Premiere Pro 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 at least 200 Mbps. You can check your speed at fast.com.
Step 4. Switch your audio format to AAC
There are known issues with WAV audio. To switch 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 Audio Sample Rate.
Go to Sequence > Sequence Settings in Premiere.
Set the Audio 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. Nested multicam sequences are a known cause of transcription and [Remove Silence] errors.
If none of these fix the issue, contact us through the support chat.