My consult notes are not generating
This usually happens for several reasons:
When you are using Heidi with a Telehealth call - Heidi can lose access to the Microphone - We have built a Desktop App that solves for this.
When your voice volume during the session recording is too weak for the system to recognise.
When your internet connection is unstable.
When there are too many people using the server simultaneously.
How to Troubleshoot
If you are doing a Telehealth consult - assure you use the Desktop App.
Taking a Telehealth call (via video conferencing or audio) while using Heidi in the browser increases the chance the microphone failing and the session failing to transcribe. If you need Heidi for Telehealth - use the Desktop App
Ensure that your input device is correctly selected before starting to record. You can click on the dropdown menu to choose your microphone input. Also, pay attention to any warnings indicating that the system can't hear you; we'll display a warning message for you, even during recording.
If you have finished recording and your notes are not generating, click ‘resume’ for a few seconds then hover over the recording button and when ‘stop recording’ appears, click it.
Click on the three dots and select ‘Regenerate output’, and you should see Heidi regenerating your notes for you. If this doesn’t work, try refreshing the screen and regenerating the output a second time.
If your notes have still not generated properly, reach out to us on customer support so we can investigate the issue further.
It is taking ages to generate notes?
Note generation might be delayed due to a network issue - Heidi is a powerful app, and requires stable bandwidth to perform. If you are finding your network connection is too weak, you may try downloading our Mobile App - just search for Heidi in the app store.
This can also occur in busy periods, if there are too many people using the server at the same time it can cause latency issues. If you experience this issue be patient, you can try resuming the recording for a few seconds and stopping it again, or refreshing the page. Your recording will not be lost if you refresh - we keep it temporarily and securely saved.
"No transcripts were detected" error
You may have accidentally connected to another headset for the consult, which unfortunately means nothing was recorded, or your voice volume is too low. Read up on enabling microphone access here.
Failure code 400
Try the following options:
Regenerate the notes and refresh your screen.
Close the tab, sign in again, and find your previous session. Then attempt to regenerate the notes.
We need a Session ID to review
If none of these options work, then you can gather your Session ID, this can be found in the ellipses menu on your note:
If it's not there, then right click on the session tile - if you are using Mobile a long hold will pull up this menu.
We do not have access to any session information unless you provide us explicit consent, when reviewing a session error we require the Session ID as this is how our Technical team will review the events log without having to access any of the session information.
Remember
The most important thing is that your transcript is full, if your note is failing to load - check that the transcript is available in full detail. Once you have the comfort that the Transcript has been produced you can rest assured that when the network is better you will be able to generate a note.