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Known Issue: Practice Conversation Score Missing or Stuck on "Generating Insights"

Summary

In some practice sessions, the conversation transcript may only capture the first few exchanges (opening pleasantries) even though the full conversation lasted several minutes. When this happens, milestone checkmarks stay red, scoring gets stuck on "Generating insights," and the final score may be lower than expected.

In other cases, the real-time AI connection may drop entirely, causing the AI to stop responding mid-conversation. Both scenarios stem from the same underlying issue with the real-time connection.

Who Is Affected

  • Users completing AI role play practice conversations

  • All plans and organizations may be affected

  • More likely to occur when the session experiences intermittent connectivity issues with the AI service earlier in the same browser session

  • A user may complete one or more conversations successfully and only encounter the issue on a later conversation within the same browser session

What You Might Notice

This issue can show up in several ways:

  • "The AI stopped responding" — The AI may stop responding mid-conversation, or responses become significantly delayed

  • "I hit all my milestones but didn't get credit" — Milestone checkmarks stay red even when you've clearly covered those topics during the conversation

  • "My feedback isn't loading and my score seems really low" — After ending the conversation, the "Quick Feedback" tab shows a spinner with "Generating insights" that never completes, or the final score is much lower than expected

  • Transcript looks incomplete — If you check the Transcript tab, only the first few lines of the conversation appear despite a longer recording

  • Recent success followed by unexpected failure — Previous conversations scored normally, but a new attempt produces a pending or unexpectedly low score

Workaround

Step 1: Check the Transcript tab

After finishing a conversation, open the Transcript tab for that recording. If only the first few lines appear for a conversation that lasted several minutes, the transcript did not fully record. This confirms the issue affected that session.

Step 2: Flag the bad recording

If you notice the issue before leaving the practice window, leave a comment on the affected recording to let your admin know it should be ignored when reviewing scores. Something like: "Transcript incomplete — disregard this practice session."

Step 3: Hard refresh your browser

Press Ctrl+F5 (Windows) or Cmd+Shift+R (Mac) to perform a hard refresh. This clears any cached connection state and forces a fresh connection to the AI service.

Step 4: Start a new practice session

Navigate back to your assignments and begin a new conversation. The new session will establish a fresh real-time connection and should record the full transcript normally.

Important notes:

  • Your previously completed conversations are not affected — this issue only impacts the session where the transcript was incomplete

  • The score for a conversation with an incomplete transcript will not be accurate and can be disregarded

  • If the issue repeats even after a hard refresh, please contact support (see below)

What's Happening

The practice conversation relies on a real-time connection to capture the full dialogue between you and the AI. In rare cases, this connection may partially fail — the AI may continue responding and the conversation feels normal, but the system stops recording the transcript partway through. In other cases the connection drops entirely, and the AI stops responding.

Since milestones and scoring are both evaluated from the transcript text, an incomplete transcript means milestones can't be matched and scoring data is missing or inaccurate.

It is possible for the issue to appear after several successful conversations in the same browser session, since the connection can degrade over time without an obvious trigger.

Current Status

Status: Investigating — Engineering is actively investigating the root cause of the transcript capture and connection failures. This article will be updated when a fix is deployed.

When to Contact Support

  • If the issue repeats on more than one consecutive conversation attempt after performing a hard refresh

  • If you notice a pattern (e.g., always fails after a certain number of conversations)

  • Please include your email address and the approximate time of the affected session so we can investigate your specific case

Last Updated

February 11, 2026