Quick answer
If a session, note, transcript, or recording is stuck loading, do not start deleting things. First check whether the session is still on the New Session page, whether the upload is still syncing, and whether the same device/browser can recover it.
Step 1: Check the New Session page
Sessions stay on the New Session page until they are completed. If the session is still there, keep the page open and wait for upload/sync to finish before closing the browser.
Step 2: Use the same device and browser
If the recording was made on a particular laptop/browser, reopen Motics on that same device and browser. Offline or interrupted recordings may still be stored locally and need that same browser to complete upload.
Step 3: Check for sync or upload status
Keep the Motics tab open while upload/sync finishes.
Do not close the browser, put the laptop to sleep, or switch networks during upload.
If there is a progress indicator or synced badge, wait until it completes.
Step 4: If notes uploaded but the recording did not
This usually means the summary/transcript data reached Motics but the audio file did not fully upload, or is still waiting to sync. Reopen the same browser on the same device and leave Motics open.
Step 5: When to escalate
Escalate to Motics support if the session is not on New Session or History, the recording stays stuck after reopening the same browser/device, or multiple recent sessions have disappeared or failed to record.
Include:
Session name or patient name.
Approximate date and time.
Whether notes, transcript, recording, or all session data are missing.
Browser and device used.
Whether you were online, offline, or on an unstable connection.
Any screenshot or error message.
For urgent clinic work
If the generated note is visible, copy it into your EHR before troubleshooting the recording upload. If the note is not visible and the session is urgent, contact support with the details above.