If a session is stuck on a spinning or loading screen after you've stopped recording, here's what to do.
Step 1: Give it a little time
PatientNotes automatically finds sessions that didn't finish processing and repairs them in the background, usually within about an hour. Leave it, then refresh the page or close and reopen the session.
If you're on the app, keep it open and in the foreground for a minute — the audio may still be uploading. Don't force-close, delete or reinstall the app while a session is still processing.
Step 2: Try Fix Session once
If it's still stuck after refreshing, press Fix Session once and wait for it to finish. How Fix Session works
If a transcript appears but no note, see Have a transcript but no clinical note?
If Fix Session says "No audio found", see No audio or blank recording.
Step 3: Contact us if it's still stuck or urgent
Contact us straight away if you need the note for patient care, or if it's still stuck after the steps above. We'll look into it and push it through if we can. Chat with us via the help widget or email [email protected] and include:
The date of the affected session(s)
The patient or session name(s) — list them all if more than one is stuck
The device you recorded on (iPhone, iPad, Android, desktop app, or browser)
Whether it only happens on one device — for example your phone but not your computer
While we look into it, you can keep recording on another device, such as the desktop app or Chrome on your computer.
Reducing the chance of it happening again
Be on a stable internet connection when you end a session.
After pressing Stop, keep PatientNotes open until it shows it's processing — don't lock your phone, switch apps or close the tab straight away. Why this matters
Keep the PatientNotes app up to date.