Duplicate Sessions
Sometimes you may notice what looks like a duplicate session in your dashboard. This can happen if:
Your browser or app briefly lost connection and reconnected during a recording
You started a new recording while one was already in progress
Duplicate sessions are safe to delete. They won't affect your original session or notes. Simply open the duplicate and click Delete Session.
Blank Sessions (No Notes Generated)
If you see a session that recorded successfully but no notes were generated, try these steps first:
Open the session and go to the Context tab. Within Recordings on the right hand side, click View transcript to check whether a transcript is available.
If there's no transcript, use Fix Session to reprocess the recording. Fix Session: How It Works & What To Do If It's Not Working
Once the transcript is available, your notes should generate automatically.
If your session still shows no transcript or notes after trying the above, please contact our support team at [email protected] and include the session name so we can look into it for you.
Common Reasons for Blank Sessions
Microphone permissions were not enabled or were blocked by your browser
Moving away from or minimising the PatientNotes tab while recording in the browser — Recording stopped when I locked my screen, switched apps or changed tabs
The browser tab or app was closed before the recording finished uploading
A very short recording (under a few seconds) may not contain enough audio to process
Need to use other windows while you record? Keep PatientNotes visible with Chrome split screen, or use the PatientNotes desktop app for Mac and Windows, which keeps recording in the background.
Tips to Avoid Blank Sessions
Always check that the red recording indicator is active before starting your consultation
Wait for the "Processing" message to appear before closing the app or browser
If you're on mobile, keep the app in the foreground while recording