can't connect to closed captioning

Hi,

When I am the captioner assigned to mannually type in a meeting, 90 percent of the time it works, but oftentimes when the host assigns me as the writer, the captions don't work. It's almost like Zoom is not connecting properly to my software. And if I don't get this figured out they won't be hiring me again. So I really need to get this figured out.

Thanks for your help.