Use this guide if your session has no transcript, the recording is blank, silent or very short, or Fix Session says "No audio found".
If you can see a transcript but there's no clinical note, use Have a transcript but no clinical note? instead. If the session is stuck spinning, see My notes are stuck processing / spinning.
Step 1: Check whether audio was captured
Open the session and stay on the Context tab.
Scroll to Recordings and click the recording to expand it.
Look at the transcript, and play the audio if it's available.
If there's a transcript, your audio was captured — follow this guide to generate the note. If the recording is empty, very short, or silent, carry on below.
Step 2: Refresh, then try Fix Session once
Most sessions that didn't finish processing repair themselves within about an hour. Refresh the page or reopen the session first. If it's still missing, press Fix Session once and wait for it to finish.
If Fix Session reports "No audio found" or "The audio recording could not be recovered", running it again won't help. It means the audio didn't reach our servers. Contact us — see Step 3.
Step 3: Contact us if audio is missing
Recovery is only possible if the audio reached us, but we'll always check. Chat with us via the help widget or email [email protected] and include:
The patient or session name and the date
What you recorded on: iPhone/iPad app, Android app, Mac/Windows desktop app, or browser (which one)
Whether you see a "files failed to sync" message anywhere in the app
Whether it's urgent — tell us if you need the note for patient care
Don't delete or reinstall the app while you're waiting. If any audio is still on your device waiting to upload, reinstalling would lose it.
Why audio goes missing
Wrong microphone selected — common on Windows or with Bluetooth headsets and external mics. Choose your microphone from the selector on the recording screen rather than leaving it on Default.
Microphone permission blocked in your browser or device settings.
The app or tab went into the background — the screen locked, you switched apps or tabs, or the computer slept. Why this stops recordings
The app or tab was closed before the upload finished.
Unstable internet connection while the audio was uploading.
The recording was very short — a few seconds isn't enough to build a note from.
Make sure it doesn't happen again
Watch the audio meter before you start talking — check the waveform or timer is moving.
Do a quick test: record 1–2 minutes and check the full transcript appears. Worth doing after changing devices, microphones or browsers.
Keep PatientNotes in the foreground until you've stopped recording and the upload has finished.
If this keeps happening on the same device, contact us — repeated "no audio" sessions usually point to a microphone or device setting we can help you find.