Recording, transcript or note problem? Start here
Good news: most session problems now fix themselves. PatientNotes automatically scans for sessions that didn't finish processing and repairs them in the background — this usually completes within about an hour. As long as your session captured audio, a missing note or transcript can most often be recovered.
So in most cases the best first step is simply to wait a short while and refresh, rather than changing anything yourself.
Which situation are you in?
There's a transcript, but no clinical note → Generate your note from the transcript
No transcript, the recording is blank or silent, or Fix Session says "No audio found" → No audio or blank recording
The session is stuck spinning or loading → Notes stuck processing
The recording stopped when the screen locked or you switched apps or tabs → Keep PatientNotes in the foreground
Recorded under the wrong patient, or the recording ran too long → Fix the note
There's a note, but it's not right → Refine it with the refine / feedback box or fix your template
The quickest path for most issues
If your note or transcript hasn't appeared, the recording shows as "Disconnected", or the session looks stuck or greyed out:
Leave it for a little while — our automatic repair usually sorts these within about an hour.
Refresh the page, or close and reopen the session.
Check whether the note or transcript has now appeared.
This resolves the large majority of cases on its own, with nothing for you to do.
When to reach out to us instead of waiting
Please contact us straight away — don't wait for the automatic repair — if any of these apply:
You need it urgently — for example you have a patient appointment coming up and need the note now.
You've already waited and the note or transcript still hasn't appeared.
The recording is blank, very short, or has little or no audio. If audio wasn't captured there's nothing for the automatic repair to work from, so waiting won't help — let us take a look and advise.
In these cases we'll look into recovering the session directly. Recovery depends on usable audio having been captured, so we'll check that first and let you know.
What to send us so we can act fast
To resolve it in one go, please include:
The patient or session name and the date — or the session link (copy the URL from your browser while the session is open).
What you were using — iPhone/Android app, Mac/Windows desktop app, or browser (which one).
Whether it's urgent — recordings involving patient care are a priority for us, so flag it and we'll treat it that way.
Chat with us via the help widget inside PatientNotes or email [email protected].
Reducing the chance of it happening again
Most failed or cut-off recordings come from the app losing connection or being backgrounded mid-session. Keep the PatientNotes screen open and in the foreground while recording — avoid locking the phone or switching apps mid-session, and stay on a stable connection where possible. More tips for every device