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Hello,
Our teachers have successfully used the Live Captions feature in OneNote with the Microsoft Translator app in the past to support multilingual learners in the classroom.
The feature is no longer working and displays the following error:
"Something went wrong and we couldn't start this add-in. Please try again later or contact your system administrator."
Selecting Retry does not resolve the issue.
This feature is important for providing real-time translated captions to students who speak different languages. Can you please advise whether this feature is still supported and how we can restore functionality?
Thank you.
A family of Microsoft products that enable users to capture, organize, and reuse notes electronically.
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You can try deleting and then re-installing the add-in. Sometimes it fixes this issue. Clickling "Retry" is usually not enough
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Hi @Heather G
Currently, I have not found any official announcement or confirmation indicating that the Live Captions add-in has been discontinued or is no longer supported.
Just to clarify, could you please confirm whether it affects only a single user account or multiple users within your organization?
If multiple users are affected, this may indicate a change related to the add-in service, tenant configuration, or an administrative policy applied across the environment rather than an issue with an individual user profile.
In that case, I would recommend checking with your current school's IT Administrator to determine whether any recent policy, security, or Office add-in changes have been implemented. If the IT Administrator is unable to identify the cause, Microsoft Support may need to investigate further. A Microsoft Support Engineer can perform a remote troubleshooting session, review the tenant configuration, verify backend settings, and conduct additional diagnostics where necessary. If required, the case can be escalated to a specialized engineering team for deeper analysis.
Reference: Get support - Microsoft 365 admin | Microsoft Learn
Note: To create a support ticket, you need to have Microsoft 365 admin privileges and if you aren’t admin of your organization, please contact the admin of creating a new ticket.
As a community member, I also sincerely appreciate your understanding that I do not have access to your tenant's internal environment or Microsoft's internal support tools. My role is to help guide users toward the most appropriate troubleshooting steps and support channels. While I may not have visibility into backend service data, I remain committed to assisting you to the best of my ability within my scope of support.
If you have any additional concerns, feel free to comment below. I would be more than happy to assist.