> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/building-your-callflow/via-dialogue-studio/troubleshoot-dialogue-studio.md).

# Troubleshoot Dialogue Studio

Troubleshoot common Dialogue Studio runtime errors related to active connections, node input data, and speech-to-text transcription setup.

Use this page to diagnose a small set of recurring Dialogue Studio runtime errors related to active connections, node input data, and speech-to-text transcription setup.

## Prerequisites

* You can open the target Dialogue Studio flow for the contact center and inspect or edit the nodes involved in the failing path.
* You can review the relevant **Service** and **Contact Center** records in OnePortal if the error depends on the active UCC connection or feature configuration.
* You can retest the failing branch in a controlled validation flow before you apply the same fix to production.

## Check the service endpoint, port, and UCC

If a node cannot connect or an incoming call does not start the expected flow, compare the saved connection with the [confirmed deployment details](/platform-administration/provisioning/provisioning/configurations/manage-dialogue-studio-deployment.md#capture-the-deployment-details):

1. Confirm the saved connection matches the deployed transport and exact target UCC name. For an HTTP/HTTPS plugin connection, use the supplied Core service endpoint, not the Dialogue Studio browser/editor URL.
2. For that plugin connection, check the full endpoint, including the HTTP or HTTPS scheme and provisioned port. For Kafka-based connectivity, ask the deployment owner to verify the supplied transport-specific configuration instead.
3. Confirm the **Incoming call** node uses the intended saved connection. For the HTTP/HTTPS node setup, select the connection under **Server** and verify **Filter** is **Audio/Video**, not **IvrQuestion (Audio/Video)**. For other transports, follow the supplied node setup rather than assuming these controls apply.
4. Follow the canonical [provisioning settings check](/platform-administration/provisioning/provisioning/configurations/manage-dialogue-studio-deployment.md#verify-provisioned-plugin-connection-settings). Inspect SharePoint only when Ucc.Creator is the environment's active configuration source.
5. Ask the configuration owner to confirm plugin enablement and network access from Dialogue Studio to the supplied endpoint if the values match but the connection still fails.
6. Save any correction to the client configuration, deploy during the agreed change window, and retest a call that is within business hours and not blocked by holiday or overflow handling.

{% hint style="warning" %}
Do not try different plugin ports or switch HTTP/HTTPS to troubleshoot by trial and error. For HTTP/HTTPS plugin connections, OnePortal normally provisions a unique port per UCC. A shared-port setup is a supported coordinated alternative, not a reason to change provisioned settings. Coordinate any endpoint or transport change with the configuration owner, including plugin, network, and affected client configurations.
{% endhint %}

Receiving a generic EventBus event for another UCC does not by itself mean the connection has the wrong port or UCC name. Dedicated ports do not isolate these events. Review [EventBus event scope](/contact-center-configuration/building-your-callflow/via-dialogue-studio/core-nodes.md#eventbus-event-scope) and apply event-specific filtering before the downstream processing step.

## Error: "Multiple connections and this is not the active connection. All actions and events will be ignored."

This error indicates that more than one Dialogue Studio instance is connected to the same Unified Contact Center (UCC), but only the first registered connection for that UCC can perform actions. Later connections can stay connected, but their actions and events are ignored.

Review the active connection model before you change the flow:

1. Confirm whether more than one Dialogue Studio instance is connected to the same UCC.
2. Identify which instance established the first active connection for that UCC.
3. If you use separate production, test, or development instances, confirm that the intended production controller is the first connection for live trigger nodes such as **Incoming conversation**.
4. Disconnect or re-register the extra instances as needed, then re-deploy and retest only after the connection order is clear.

{% hint style="warning" %}
If multiple Dialogue Studio instances connect to the same UCC, keep the live trigger path under one clearly intended first connection. Later connections can observe the UCC, but they should not be relied on to control production trigger nodes or session events.
{% endhint %}

{% hint style="warning" %}
Disconnecting or re-registering a production-connected instance can shift live trigger ownership for that UCC. Treat that change as a controlled validation or maintenance-window action, then immediately retest after the intended production controller is restored as the first connection.
{% endhint %}

## Error: "Can't format data for ..."

This error usually means that the node received input that does not match the data shape expected by the Dialogue Studio component.

Check the input to the failing node before you change the node configuration:

1. Connect a debug node to the output of the node immediately before the failing step.
2. Capture the full message payload.
3. Confirm that the message still contains the session object and any other required fields before it reaches the failing node.
4. Compare the payload from a working branch if the expected field set is unclear.

{% hint style="info" %}
When you troubleshoot formatting errors, inspect the upstream payload first. Changing the failing node before you confirm the incoming message shape can hide the real cause of the problem.
{% endhint %}

## Error: "GeneralApiException: Cannot create transcriptor session"

Keep the quoted error text as shown in the runtime message. For administrators, treat this error as a signal that the speech-to-text transcription path for the service or contact center is not fully configured yet.

Before you retest:

1. Confirm that the target service or contact center is meant to use speech-to-text or transcription in this Dialogue Studio flow.
2. Confirm that the required speech-to-text configuration for your deployment is complete.
3. Re-run the flow only after the configuration owner confirms that the transcription path is ready.

{% hint style="info" %}
If your deployment uses speech-to-text or live transcription, rely on the configuration guidance approved for your environment before you retest this error path.
{% endhint %}

## Verification

1. Reproduce the error in a controlled validation flow when possible.
2. Apply the smallest configuration or flow correction needed for the failing branch.
3. Re-run the same trigger, payload path, or transcription path and confirm the error no longer appears.
4. Confirm the next expected node or phase now runs as intended.

## Related topics

Go to **Incoming phase in Dialogue Studio** for trigger-node behavior at the start of an audio flow.

{% content-ref url="/pages/lB1YWsYrWzTQIPjgz4XT" %}
[Incoming phase in Dialogue Studio](/contact-center-configuration/building-your-callflow/via-dialogue-studio/incoming.md)
{% endcontent-ref %}

Go to **InDialogue phase in Dialogue Studio** for the live-session automation patterns that can include transcription or translation.

{% content-ref url="/pages/XOOwFrocTtvy9JZG1Iuc" %}
[InDialogue phase in Dialogue Studio](/contact-center-configuration/building-your-callflow/via-dialogue-studio/indialogue.md)
{% endcontent-ref %}


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