Troubleshooting

Cause: macOS has not granted the permission, and gives no error: the app just receives silence.

Fix: Click Open System Settings, turn on AI Translator under Privacy & Security › Screen & System Audio Recording › System Audio Recording Only, then click Start again. See the audio permission guide. Windows has no such permission: if nothing is heard, check the playback device selected under Settings › Audio.

Cause: Nothing is playing, the audio source is wrong, or the app could not open the source.

Fix: Turn the meeting sound on. In Settings › Audio click Refresh list, choose the source again and click Start again. If it persists, send your logs.

Cause: You chose Only {app name} and that app is silent.

Fix: Make the app play sound (translation resumes at once), or choose Whole system, except this app (from the next session).

Cause: The bar stays hidden when the app opens until you click Start, or you hid it with the shortcut or the ✕ button (the ✕ button also stops the translation).

Fix: If you clicked ✕, click Start to translate again and the bar comes back. Otherwise, on the Home screen, under Subtitle bar, click Show; or press ⌃ + ⌥ + H (Windows: Ctrl + Alt + H); or choose “Show subtitles” in the menu bar or tray menu. If it is locked, unlock it with ⌃ + ⌥ + L (Windows: Ctrl + Alt + L).

Cause: Another app already holds that key combination.

Fix: In Settings › Shortcuts click Change and press a new combination with at least one of Ctrl, Alt or Cmd/Win (Shift alone is not enough).

Cause: The computer cannot keep up with the speech, or the GPU failed so the app moved to the CPU.

Fix: Close heavy apps. In Settings › Model select the Lite pack and click Use this pack (if it is not downloaded yet, click Download and use); the new pack is used from the next session.

Cause: The translator or the recognizer failed. The app restarts them on its own; after more than 5 failures in 10 minutes it stops translating.

Fix: Click Stop, then Start. If the app says part of it is missing or damaged, reinstall AI Translator. If it repeats, send your logs.

Cause: No connection, or the network blocks the download.

Fix: Check your network, then click Try again.

Cause: The connection dropped, or a file failed its integrity check.

Fix: Click Resume. If the app says “The model is damaged. Please download it again.”, click Check and download again in Settings › Model.

Cause: The disk needs the download size plus 1 GB free (about 2.5 GB for Standard, 1.3 GB for Lite).

Fix: Free up disk space, or choose the Lite pack.

Cause: Below the minimum: a Mac with Apple Silicon and 8 GB of RAM, or a Windows 10/11 x64 PC with 8 GB of RAM and a CPU that supports AVX2. The app says why, for example “This computer's processor lacks AVX2…”.

Fix: Use a computer that meets it. See the requirements on the download page.

Cause: You opened the app from a .dmg downloaded in a browser, and the macOS build is ad-hoc signed and not yet notarized by Apple.

Fix: The quickest is to run the install command in Terminal again (the app opens directly). Or click Done, open System Settings › Privacy & Security, scroll to the bottom and click Open Anyway next to AI Translator. See installing on macOS.

Cause: Normal for the ad-hoc signed build: 1 Keychain dialog per update (5 on the first update from 0.1.0 to 0.1.1), and possibly the recording permission once.

Fix: Enter your password, click Always Allow and allow the recording permission.

Cause: You opened an .exe downloaded in a browser, and the Windows build is not code-signed yet, so Microsoft Defender SmartScreen may block it.

Fix: The quickest is to run the install command in PowerShell again (no SmartScreen). Or check the SHA-256, click More info, check that the App line shows the installer's file name, then click Run anyway. If there is no Run anyway button, a policy on your PC may block it: ask whoever manages the computer. See installing on Windows.

Cause: The installer is not code-signed and not yet widely downloaded, so some products treat it as suspicious.

Fix: Check the SHA-256 again. If it matches and the installer is still blocked, contact support and tell us which antivirus you use.

Cause: You used the 30 minutes for today (Free) or the hours of the cycle (Monthly: 50, 6 Months: 100).

Fix: Wait until the reset time on screen, or renew or change plan.

Cause: Free is a 10-day trial per computer; reinstalling does not restart it.

Fix: Buy Monthly, 6 Months or Yearly to keep translating.

Cause: The trial could not register without a connection, or a paid plan went over 14 days without a license check.

Fix: Connect to the internet. If this computer has not registered its trial yet, click Start again so the app registers it. For a paid plan, click Check now in Settings › License.

Cause: The key is held by two computers.

Fix: Remove the key from one computer, then click Try again: see how to switch computers.

Cause: The system clock was set backwards.

Fix: Set the correct time (preferably automatic) and connect to the internet so the app can check it.

Cause: A mistyped key; too many computer changes; or an installer that is not the official one.

Fix: Paste the key from your email again; contact support if the key is locked; download the official build again from the link we sent you or from aitranslator.vn.

Cause: Type & Translate is turned off, or another app holds the shortcut.

Fix: Turn it on in Settings › Type & Translate. On Windows, if Settings › Shortcuts says the shortcut is not registered, choose another one; on macOS, if another app also uses ⌃⌥G, change the shortcut of one of them.

Cause: macOS has not given AI Translator the Accessibility permission, or the permission was lost after an app update.

Fix: Press ⌘V in the chat box to paste this time. To let the app paste for you, click Turn on auto-paste and turn on AI Translator in Accessibility. If it was already on and the app still asks (often after an app update): from version 0.1.14 the Turn on auto-paste button clears the old permission itself, so you only turn it on once more; on an older version, remove AI Translator from the list (the − button) and add it again (the + button). See Type & Translate.

Cause: That box does not accept automatic pasting (a password field, an app running as administrator on Windows, an app that blocks pasting), or the chat window did not come to the front in time.

Fix: The translation is still on the clipboard: click into the chat box and paste with ⌘V or Ctrl+V.

Cause: One line of the message is too long to translate at once (a whole message can be up to 4000 characters).

Fix: Press Shift+Enter to break the line at a sensible place, or split it into several messages.