Issue Description
Problem: "Hi, I am using the web browser and PatientNotes is not allowing me to record. When I click record, it does not do anything."
If you encounter this issue, follow the steps below to troubleshoot and resolve it.
Troubleshooting Steps
To address platform-specific issues, additional troubleshooting steps are provided below.
Step 1: Check for Microphone Conflicts
Check you do not have another program using the microphone that is stopping PatientNotes.app from accessing it.
Step 2: Restart Browser or PC
Another potential solution is to close your browser completely and then reopen it. If that doesn’t work, try restarting your PC.
Close and Reopen Browser:
Close all browser tabs and windows.
Reopen the browser and navigate to Patientnotes.app.
Attempt to record again.
Restart PC:
Restart your PC.
Once restarted, open your browser or the Patientnotes app and try recording again
For iOS Users:
Keep the PatientNotes app in the foreground and avoid force-closing it until the upload process is complete. This ensures that the audio and session data are successfully uploaded to the server.
For Browser Users:
Set up a virtual audio device (e.g., Mac Audio Cable) and run it in the background during your session.
Select the virtual audio device as your microphone/input in the session settings. This configuration ensures that system or microphone audio is reliably routed to PatientNotes, even when you switch tabs.
Step 2: Check Your Device and Browser
If restarting your device does not resolve the issue, please provide the following information to help us diagnose the problem:
Device Information:
What device are you currently using (e.g., PC, Mac, iPhone, Android)?
Browser Information:
Which browser are you utilizing (e.g., Chrome, Firefox, Safari), or are you using our iOS app?
Microphone Information:
Are you using the default microphone on your device, or do you have an external microphone? If external, what type and model?
Best Practices for Preventing Data Loss
Maintain App Focus:
Always keep the PatientNotes app active during recording sessions to prevent interruptions.
Verify Audio Settings:
Ensure your microphone or audio input device is properly configured before starting a session.
Monitor Upload Completion:
Wait for the upload process to finish before closing the app or switching to another task. If the issue persists after following the steps above, please reach out to our support team with the details you have gathered. This will help us assist you more effectively.