Chrome Extension Issues

The Transcribe Health Chrome extension records an encounter in a side panel, transcribes it, and generates a note you can edit and copy into your EHR. Browser helpers can insert text into compatible EHR pages. Review the note and the destination patient before adding it to the chart.

Extension not appearing after install

Check the extensions menu — click the puzzle-piece icon in Chrome's toolbar, find Transcribe Health, and pin it. Click its toolbar icon to open the side panel.

Check whether it's enabled — open chrome://extensions/ and make sure Transcribe Health is enabled. If Chrome reports that your organization controls extension installation, contact your IT administrator.

Update Chrome — the extension requires Chrome 116 or later. Open chrome://settings/help to check your version and install updates. Restart Chrome after updating.

Extension won't sign in

Complete sign-in and MFA — follow the extension's sign-in flow and complete any required verification. Website sign-in can hand off authorization to the extension; the extension then has its own session. If the panel still shows sign-in, reopen it and try again. Never share a magic link or MFA code with support.

Check your organization — choose the organization you intend to work in. If extension access is disabled for it, ask an organization administrator to enable it or choose another organization where you have access.

Session expired — sign in again after a timeout or expired session. If this browser has encrypted recordings waiting to upload, use the same account and browser profile to recover them.

Use your normal Chrome window for clinical work. An incognito window is not a way to recover recordings saved in another browser profile.

Extension not detecting your EHR

Check the site — browser helpers are configured for pages under epic.com, cerner.com, athenahealth.com and drchrono.com. These helpers read compatible page elements; they are not certified vendor integrations or a guarantee of support for every clinic deployment. Custom domains and embedded editors may not be recognized. On other sites, including OSCAR, use Copy and paste the note into the correct chart.

Check site access — in chrome://extensions/, open Transcribe Health's details and check that Chrome allows it access to the EHR site. Your IT administrator may control this setting.

Refresh the EHR page — after installing or updating the extension, reload the EHR tab so its page helpers use the current version. Wait for the patient header and note editor to finish loading.

Recording doesn't start

Allow microphone access — the extension needs permission to use the microphone. If it opens a permission tab, choose Allow, return to the side panel, and try again. See Fix Microphone Permissions.

Complete the consent step — acknowledge the recording disclosure and obtain any required patient consent. If your organization requires a consent method, select the method before starting.

Keep the side panel open — capture runs in the side panel. Closing it ends capture. Stop and finish the current recording before starting another.

Check saved recordings — a full local recovery queue prevents a new recording from starting. Upload or explicitly delete pending recordings after checking that they are no longer needed.

An upload failed or a recording is saved locally

Open Saved recordings in the side panel. It shows encounters waiting to upload, their status, storage use and expiry dates. The extension retries eligible uploads while you are signed in. Use the available retry action after restoring your connection or resolving the reported issue.

Pending encounter audio is encrypted on this browser profile. Sign in as the same user on the same profile after a restart to recover it. Another account cannot list or decrypt your recordings.

Queued recordings expire seven days after they were first saved. Expiry is checked while the extension is running, including at startup; Chrome cannot run cleanup while it is closed. A recording is removed sooner when its upload is accepted or you delete it.

If you sign out with pending recordings, choose whether to keep them, attempt an upload, or delete them with confirmation. An inactivity timeout clears your credentials and encryption keys and retains remaining encrypted recordings for your account after attempting a final upload when possible.

Do not uninstall the extension, delete the browser profile, or clear browser storage to fix an upload problem. Those actions can permanently destroy recordings that have not reached Transcribe Health.

Copy or Insert to EHR isn't working

Wait for the note to save — note edits must be saved before Copy or Insert can export them. If the panel says an edit was not saved, restore connectivity and use Retry. A signed note is read-only.

Check the patient and destination field — open the intended patient's chart and focus an editable note field. After insertion, review the chart before saving. If the page layout does not support insertion, use Copy and paste instead.

Keep browser insertion separate from an EHR connection — the extension's field insertion is a browser action. OSCAR server integration settings in the web app do not enable extension detection on an OSCAR page.

Dictation shortcut isn't working

Press Alt+Shift+D while an editable field is focused on a regular web page. Check or change the shortcut at chrome://extensions/shortcuts if another app uses it. Chrome does not allow extension scripting on all pages, including internal browser pages and the Chrome Web Store.

Dictation sends audio and up to 1,000 characters of nearby field text to Transcribe Health to improve transcription accuracy. Check that you are in the intended field before starting, and review the result before saving it.

Before reinstalling

First resolve Saved recordings: upload what you need and confirm it appears in the session, or explicitly delete recordings you no longer need. Uninstalling removes extension storage and can permanently lose pending audio.

If reinstalling is still necessary, remove Transcribe Health from chrome://extensions/, then install the official build supplied by Transcribe Health and sign in again. Your server-saved sessions remain with your account; local unsent recordings are not restored by reinstalling.

If issues persist, contact support with your Chrome version, extension version and a description of the problem. Do not include patient details, audio, notes, magic links or authentication codes.