Customer is seeing a “server error, developers have been notified”

Introduction

When a customer receives the following error:

“error”: “Server error, developers have been alerted.”

It means something has gone wrong on our end. Unless there is an outage, the reason this error occurred may not be obvious. Usually, server errors require some testing and an attempt to reproduce the bug on our end.

Procedures

Ask the customer for a transcript id and the audio file.
Open Datadog under the Logs tab, and enter <transcript_ID> in the search bar at the top of the page. You may want to also use the @transcript_id:<transcript-id> query to find any processing-related error messages.
Review which features were used for this transcript job and process the provided audio file with the same features to try and reproduce the server error.
If you receive a server error, try the features/models used in the customer’s request one by one. Here you may find that one feature/model is causing the transcription to fail. You should try specific combinations as well. Sometimes a feature works alone but fails when it is used with another feature.
If you find that the error is reproducible, you should file a bug report by following this guide: How to Report Bug
Note:]{.underline} Sometimes server errors are not reproducible and they originally occurred due to some sort of intermittent issue on our end. We generally recommend customers to [implement a retry mechanism for these types of errors.

Resources

Appendices

Transcript ID: the UUID the developer used to process the audio file.