Recording Not Working

If your session recording won't start, stops unexpectedly, or the transcript isn't appearing, try these steps.

Recording won't start

Check microphone permissions - this is the most common cause. See Fix Microphone Permissions for step-by-step instructions.

Check consent requirements - if your organization has consent enforcement enabled, you must obtain patient consent before recording can start. Look for a consent prompt in the session toolbar.

Check your internet connection - recording requires a stable internet connection for real-time transcription. If you're on a weak Wi-Fi signal, try moving closer to the router or switching to a wired connection.

Try refreshing the page - sometimes a simple refresh resolves the issue. Press Ctrl+R (Windows) or Cmd+R (Mac).

Recording starts but no transcript appears

Wait a few seconds - there's a brief delay between when you start speaking and when the transcript appears. Give it 3-5 seconds.

Speak at normal volume - the AI needs clear audio to transcribe. Speak at your normal conversation volume facing the microphone.

Check your microphone input - click the microphone selector in the session toolbar to make sure the correct microphone is selected. If you're using a headset, make sure the headset microphone is selected, not the laptop's built-in one.

Check for background noise - excessive background noise (other conversations, music, construction) can interfere with transcription. Close your office door if possible.

Recording stops unexpectedly

Internet disconnection - if your internet drops briefly, the recording may pause. It should resume automatically when the connection is restored. Check your Wi-Fi or network status.

Browser tab went to sleep - if you switch to another tab for an extended period, some browsers reduce background tab resources. Keep the Transcribe Health tab visible during recording.

Session timeout - sessions have a maximum duration. If your session was very long, it may have reached the limit. Start a new session to continue.

Partial or missing transcript

Audio quality - if parts of the transcript are missing, the audio may have been too quiet or unclear in those sections. Speaking directly toward the microphone helps.

Multiple speakers talking over each other - when two people speak simultaneously, the AI may miss parts of the conversation. Try to avoid overlapping speech.

Technical terms - while our AI recognizes 30+ medical specialties, very rare or highly specialized terms may occasionally be missed. You can edit the transcript after the session.

Telehealth recordings

Make sure system audio is capturing - for telehealth calls via Zoom, Teams, or other platforms, Transcribe Health captures audio from your microphone. Both your voice and the patient's voice through your speakers should be picked up, but you may need to increase your speaker volume.

Use headphones carefully - if you're using headphones, the patient's voice won't come through your speakers and may not be captured. Consider using speaker mode or a setup where the patient's audio plays through speakers.

If none of these steps resolve the issue, contact support with details about what happened and which browser you're using.