3.3 Troubleshooting, Technical Escalation & Equipment Maintenance
Key Takeaways
AAERT Code I.J directs members to know their software and hardware system and be able to do simple troubleshooting.
For AAERT's new knowledge exam platform, technical support comes from dedicated technical staff, not from exam proctors.
The CET practical requires Google Chrome for foot pedal control of TheRecordXchange player.
Missing or corrupted audio is escalated to the client or source; the transcriber never fills gaps with guessed words.
AAERT's Code of Professional Ethics puts it plainly: "Know your software and hardware system and be able to do simple troubleshooting" (I.J). Blueprint topics 10403 to 10405 ask you to troubleshoot equipment and software, identify proper technical escalation, and maintain headphones, foot pedals, keyboards and monitors.
A troubleshooting method
Use the same sequence for any problem:
- Define the symptom exactly. "No sound on Channel 3 only" is solvable. "Audio broken" is not.
- Check the simple, physical things first: cables, plugs, mute switches, device selection, batteries.
- Isolate the cause. Does the problem follow the file, the device or the software? Try another file, another USB port, another pair of headphones.
- Restart in order: the player or browser tab, then the application, then the computer.
- Change one thing at a time and retest, so you know what fixed it.
- Escalate with a clear description once you reach the limit of what you can safely fix.
Common symptoms and first fixes
| Symptom | Likely cause | First fixes |
|---|---|---|
| No sound at all | Wrong output device, muted system, headphones unplugged | Check the system sound output, the player's master volume and every channel volume; reseat the headphone plug |
| Sound on some channels only | Channel muted or turned down in the player; a dead channel in the file | Check each channel's mute and volume; compare with the log's channel map; if it is truly silent, report it |
| Foot pedal does nothing | Pedal not connected in the player, wrong USB port, driver or browser permission | Reconnect through the player's menu; try another USB port; on the CET practical, use Chrome as required and follow the Connect Foot Pedal step |
| Pedal works backwards | Pedal function mapping | Reset the pedal options (play, rewind, fast forward) in the player |
| Playback stutters | Low memory, slow connection for streamed players, too many open programs | Close other programs; check the internet connection; download locally if allowed |
| Player will not load | Browser cache, pop-up blocker, unsupported browser | Clear the cache, allow pop-ups for the site, use the supported browser |
| Line numbers shift in the transcript | Template damaged by pasted formatting | Paste as plain text; restore from the clean template; check the section breaks |
| Header changes spread to every page | Headers linked across sections in Word | Unlink "Link to Previous" in the new section before editing |
Technical escalation: who to call
Proper escalation means knowing whose problem it is:
| Problem | Escalate to |
|---|---|
| Your own computer, headphones or pedal | Yourself first, then the manufacturer or your IT support |
| The client's portal, player or file-transfer system | The client's or agency's technical support |
| The recording itself: missing time, dead channel, corrupt file, wrong case | The client or agency, which will go back to the court or reporter for a new copy |
| Exam platform problems during AAERT testing | AAERT's technical support, not the proctor |
AAERT explains that on its new knowledge exam platform, technical support "is provided by dedicated technical staff, not by exam proctors," because proctors handle security and identity and "are not trained to diagnose or resolve technical issues." The proctor's role on the practical exam is likewise limited to identity and exam security.
When you escalate, give:
- the job (case name or number, file name);
- the exact symptom and where it happens (time stamps);
- what you have already tried;
- the effect on the deadline.
Never cover an equipment problem by guessing. If a portion of the recording is missing or unplayable and cannot be recovered, the client decides how it is handled. The transcript must not contain invented words.
Equipment maintenance
Headphones (blueprint 10405 names headphones first):
- Wipe the ear pads regularly; replace worn or cracked pads, which leak sound and let noise in.
- Check the cable and plug for crackle; a failing cable causes dropouts that sound like recording defects.
- Keep a spare pair. AAERT requires wired headphones for its exams.
Foot pedals:
- Keep the pedal on a stable, clean floor surface; debris under the pedals causes sticking.
- Protect the USB cable from being rolled over by a chair, and avoid bending it sharply at the plug.
- Test every function before a deadline job and before exam day.
Keyboards:
- Clean regularly (compressed air, a slightly damp cloth with the power off) and deal with sticky keys immediately; a sticking key produces hidden typos.
- Keep a spare keyboard; a failed keyboard should not cost you a delivery date.
Monitors:
- Set brightness and contrast for long reading sessions, and position the screen at eye level at arm's length.
- Clean with a proper screen cloth. A second monitor for case information and log notes reduces switching errors.
Software and data:
- Keep the operating system, browser, player and word processor updated, but not in the middle of a deadline job.
- Keep a clean master copy of the federal format template.
- Back up work in progress to an encrypted location your client approves (Chapter 2).
Do a full equipment check before every major deadline and before each exam session: AAERT strongly recommends the proctored practice on the same computer, connection and location you will use for the real exam.
During an AAERT knowledge exam on the new platform, the candidate's screen freezes. Who is the proper escalation point?
The exam proctor, who resolves technical problems
The candidate's own attorney
AAERT's dedicated technical support staff
No one; the candidate should restart the exam from the beginning
While transcribing, a CET finds that Channel 3 is completely silent for the whole file, although the log shows a speaker on that channel. What is the proper response?
Fill in the likely words from the log notes
Check the player's mute and volume settings, and if the channel is truly silent, report the problem to the client or agency with time stamps
Mark each missing line as (indiscernible) without telling anyone
Transcribe only the other channels and certify the transcript as complete
Which maintenance habit most directly prevents hidden typographical errors in transcripts?
Raising headphone volume to maximum
Updating software in the middle of a deadline job
Placing the foot pedal on a carpet covered in debris
Cleaning the keyboard and fixing sticky keys immediately
Sections you finish are checked off in the contents.