AutoSync troubleshooting guide

Overview

This article provides solutions for common issues encountered when using Dictalogic AutoSync.

Applies to

All Users, IT Administrators

AutoSync is not uploading any recordings

Check that AutoSync is running: Look for the AutoSync icon in the Windows system tray (bottom right of the taskbar). If it is not visible, AutoSync may not be running. Open it from the Start Menu or desktop shortcut. If it does not start, try restarting your computer and attempting again.

Check your internet connection: AutoSync requires a stable internet connection to upload recordings to the Dictalogic cloud. Open a web browser and confirm you can access the internet. If you are on a corporate network with a proxy or firewall, contact your IT team to ensure AutoSync is permitted to communicate with Dictalogic’s servers. See the network requirements section below.

Check the monitored folder or device path. Open AutoSync settings and confirm the monitored folder path or device drive letter is still correct. If the device has been assigned a different drive letter (which can happen if you use different USB ports), update the path in AutoSync settings accordingly. Confirm that new recordings are actually present in the monitored location by checking the folder in Windows Explorer.

Check your Dictalogic login: AutoSync must be signed in to your Dictalogic account to upload. Open AutoSync and confirm you are logged in. If you have recently changed your Dictalogic password, you will need to update your credentials in AutoSync as well.

Recordings are being detected but not uploading

Check your Dictalogic account is active: Log in to the Dictalogic web portal directly to confirm your account is active and accessible. If you receive an error on login, contact your administrator.

Check the file format: AutoSync supports DSS, DS2, MP3, and WAV. If your recorder produces a format not in this list, the file may not be recognised. Contact Dictalogic support to confirm whether your file format is supported.

Check for DS2 encryption configuration: If your recorder produces DS2 (encrypted) files, AutoSync requires the correct encryption key to be configured. An incorrect or missing key will prevent files from being processed. Contact Dictalogic support for guidance on DS2 encryption configuration.

Check available disk space: On rare occasions, insufficient disk space on the local computer can interrupt the AutoSync process. Check that your computer has adequate free disk space.

Recordings are uploading but not appearing in Dictalogic

Check the correct Dictalogic account: Confirm that AutoSync is signed in to the correct Dictalogic account. If you have multiple accounts, ensure the active AutoSync login corresponds to the account you are checking on the portal.

Check the dictation dashboard filters: Log in to the Dictalogic portal and review your dashboard. Ensure no active filters are excluding the newly uploaded dictations from view. Clear all filters to display all dictations.

Allow time for processing: If dictations are assigned to the Custom Speech AI engine, there may be a brief processing delay before they appear as completed. Check the status column. A status of “Converting” or “Custom Speech” confirms the file has been received and is being processed.

AutoSync is uploading the same recording multiple times

Check the delete-after-upload setting: AutoSync can be configured to delete or move recordings from the monitored folder after they have been successfully uploaded. If this setting is not enabled, AutoSync may re-detect the same files on subsequent connections and attempt to upload them again. Open AutoSync settings and enable the option to remove or archive uploaded recordings from the monitored folder.

Check for multiple AutoSync instances: If AutoSync has been installed more than once, or if multiple instances are running simultaneously, this can result in duplicate uploads. Check the Task Manager to confirm only one instance of AutoSync is running.

AutoSync does not detect the voice recorder when connected

Check the USB connection: Try a different USB cable and a different USB port on the computer. Ensure the recorder is powered on. Some recorders require the device to be switched to USB or PC Connect mode before they appear as a removable drive in Windows refer to your device’s user manual.

Check Windows recognises the device: Open Windows Explorer and confirm the recorder appears as a removable drive or storage device. If it does not appear, the recorder may require a driver. Check the manufacturer’s website for any required drivers for your specific model.

Check the drive letter: If the recorder has been assigned a different drive letter than previously configured in AutoSync (which can happen when using different USB ports or when other USB devices are connected), update the monitored path in AutoSync settings to reflect the current drive letter.

Check device mode: Some Philips and Olympus recorders have a secure or encrypted mode that prevents direct file access from the computer. Check the device settings and ensure it is set to a mode that allows file browsing via USB.

AutoSync is not starting with windows

Check the startup configuration: AutoSync should be configured to start automatically with Windows. Open AutoSync settings and confirm that the start with Windows option is enabled. Alternatively, check that AutoSync is listed in the Windows Startup Applications list (accessible via the Task Manager Startup tab) and that it is set to Enabled.

Network and firewall considerations

AutoSync communicates with Dictalogic’s cloud infrastructure hosted on Microsoft Azure. If your organisation uses a network firewall, proxy, or web content filter, ensure that AutoSync is permitted to communicate with Dictalogic’s servers over HTTPS. Contact Dictalogic support for the specific domains and endpoints that AutoSync requires access to, so your IT team can add the appropriate firewall or proxy exceptions.

Still experiencing issues?

If the steps above have not resolved your issue, contact Dictalogic support with the following information to help the team investigate: a description of the problem and what behaviour you are observing, the version number of AutoSync installed (found in AutoSync settings or the About screen), the make and model of your voice recorder if applicable, your Windows operating system version, and any error messages displayed by AutoSync. Contact Dictalogic support by email at support@dictalogic.com, via the contact form at dictalogic.com, or through the support channel within your Dictalogic account portal.