If you're encountering issues with your transcription or notes, donât worry! The following troubleshooting steps should help guide you toward resolving the problem. Our core troubleshooting policy is simple: Resume (then stop), Regenerate, Refresh. Follow these steps in order, and youâll be on your way to resolving most issues quickly.
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If you need us to look into something regarding a session, please provide the Session ID.
1. Missing or Incomplete Transcript
If your transcript is incomplete or missing parts, follow these steps:
Telehealth Sessions:
Missing Audio: If you notice missing parts in your transcript, it's likely due to missing audio. The desktop app has been specifically designed to pick up system audio and headphone output, ensuring all audio is captured during telehealth sessions.
Use Only the Desktop App for Telehealth: We strongly advise using only the desktop app for telehealth sessions. If your session is lost or you experience issues outside of the desktop app, we wonât be able to troubleshoot or recover the data for you.
In-Person Sessions (Choppy Transcript):
Resume the session (stop and restart) to give our system time to recover any missing data.
Regenerate the transcript if it's still incomplete.
Refresh the page after waiting a few minutes to allow the system to try again and gather more audio data.
Additional Tips for In-Person Sessions:
If the transcript is still choppy, this could be a microphone issue. Check that the microphone is positioned properly and of good quality. If needed, adjust the microphoneâs gain or move closer to the mic.
Background noise can also cause issues. Consider reducing noise levels in your environment for better accuracy.
2. Transcript Shows Errors or Missing Entirely
If your transcript is missing entirely or shows an error message, follow these steps:
Network or Audio Issues:
If the system didn't receive enough audio data, it may have failed to transcribe. This could be due to network issues, a muted mic, or excessive background noise.
Resume the session (stop and start again).
Regenerate the transcript if no data is available.
Refresh the page after a minute or two to allow the system to try and recover the data.
Multilingual Transcription:
If you're using multilingual transcription, we recommend switching to a single language for better accuracy, as the multilingual feature can be temperamental.
If you're still facing issues, flag it with support, and weâll attempt to recover the data, but single-language transcription works best.
3. Issues with Notes
If you're having trouble with generated notes or note formatting, follow these steps:
Template or Note Issues:
If the note isnât generated correctly, follow the core policy: Resume, Regenerate, Refresh.
Regenerate the note if it doesnât look right, and refresh the page to see the updated version.
Transcription Quality:
If the live transcription quality was poor, verify that the transcript looks correct. If it does, regenerate the note. If the transcript is still problematic, try adjusting your microphone or checking for background noise as outlined above.
Note Cutting Off:
If the note cuts off unexpectedly, it could be due to a model token output limit. Here are the limits:
Right brain model: 4k tokens (about 3,000 words)
Left brain model: 8k tokens (about 7,000 words)
If you're using the right brain model, try switching to the left brain model.
If you're already on the left brain model, reduce the size of your template or use multiple templates for different sections of the note.
4. Platform Sync Issues
If changes arenât showing up across different platforms (mobile, desktop, or web), follow these steps:
Ensure Sync on the Origin Platform:
First, check that your transcript and note are appearing on the platform where you made the changes (e.g., mobile app).
Refresh Other Platforms:
Refresh the page on the other platform (desktop or web). Data wonât appear until itâs updated in the backend, so refreshing ensures that the latest changes are pulled through.
Live updates across platforms are coming soon, but they arenât available yet.
5. Transcript Discrepancies (Transcript Does Not Match Spoken Words)
If your transcript is referring to topics that were not covered in your session:
This might be due to a transcription provider issue. If this happens, regenerate the transcript to try to fix it.
As we're transitioning to improved transcription services, these discrepancies can sometimes occur. A simple regeneration may resolve this.
6. Things to note:
For sessions requiring a closer look: Have your Session ID prepared to send over, as without it our team are unable to review any request.
For General quality issues: use our CSAT đ button in the bottom Right Hand Side, as this feedback is aggregated and used to democratically improve our system:
7. Other Common Issues
Changing Account Information (Email, Country, etc.):
If you need to change your account details (email, country, region), this canât be done through the UI. Please avoid making these changes unless absolutely necessary, as they may cause issues. If you do need to make changes, please submit a support ticket with the full scope of the change request.FFMPEG Errors (Desktop App):
If youâre getting errors related to FFMPEG (e.g., installation failure or failure to start recording), this should be resolved in the next release. Flag it with support, and weâll take care of it.Subscription Status (Upgrade Button Showing After Subscription):
If youâve already subscribed and still see the "Upgrade" button, try refreshing the page. If the issue persists, please contact support for assistance with verifying your subscription.Recording Multiple Consultations in One Session:
If you accidentally recorded two consultations into one session, hereâs how to split them:Copy the relevant part of the transcript for each consultation.
Create two new sessions and add the copied transcript as context.
Record a few seconds in each new session, then generate a note for each. Alternatively, you can ask the AI to ignore parts of the transcript, but this carries some risk of the AI still pulling in details from the other consultation.
Missing Transcript or Note After Session:
If your transcript or note was previously available but is now missing and showing errors, this should no longer be an issue. If it happens, we can usually recover the data unless the session was deleted.
When troubleshooting any transcript or note issues, always start with the core policy: Resume (then stop), Regenerate, Refresh. This will resolve most problems quickly. If you continue to experience issues, donât hesitate to reach out to our support team for further assistance. For telehealth sessions, remember to use the desktop app to ensure proper audio capture and avoid potential issues.