> ## Documentation Index
> Fetch the complete documentation index at: https://docs.healos.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> What you see, what is usually going on, and what to do.

## Recording and audio

<AccordionGroup>
  <Accordion title="“No speech detected” or a nearly empty note">
    The microphone did not capture the conversation: device too far away, muted input, or another app using the mic.

    Check the mic picker (arrow next to **Start recording**), keep the device within a few feet, and re-record. **Regenerate Note** does not help when there is no audio.
  </Accordion>

  <Accordion title="Two recordings for one visit, note failed">
    **Start recording** was clicked twice while the browser's capture dialog looked stuck.

    Check the sessions list before starting again. End the duplicate and use **Regenerate Note** on the good one.
  </Accordion>

  <Accordion title="“Recording Too Short”">
    Under one minute of audio. Resume and keep going, or accept a thinner note.
  </Accordion>

  <Accordion title="“Connection lost” banner while you are clearly online">
    The browser is reporting the network as offline. VPNs and corporate networks can trigger this.

    Reload. If it persists, switch to **Offline** recording mode and tell support. Signing out and back in does not help.
  </Accordion>
</AccordionGroup>

## Note content

<AccordionGroup>
  <Accordion title="Note came out in English but the patient spoke another language">
    **Transcript Language** is on English (US). Go to Account Settings → **Transcript Language** → the spoken language → **Save Changes**. Set it before the visit.
  </Accordion>

  <Accordion title="Note says the opposite of what was dictated, or garbled terms">
    Same cause: wrong **Transcript Language**, or heavy mixing of two languages. For English dictation with an accent, "English (India)" or "English (UK)" often transcribes better than "English (US)".
  </Accordion>

  <Accordion title="“The note rewrites what I dictated” or reads too narrative">
    The default style is polished narrative. Add word-for-word instructions to that template section. See [Templates](/guides/scribe/templates).
  </Accordion>

  <Accordion title="Note suggests referring to your own specialty">
    The Specialty setting is too broad. Choose **Other** and type the exact sub-specialty, and add a Plan-section rule. See [Templates](/guides/scribe/templates).
  </Accordion>

  <Accordion title="ICD-10 or CPT codes missing, “Needs Review” on every note">
    A platform-side coding issue. Tell support. **Regenerate Note** once we confirm it is fixed.
  </Accordion>

  <Accordion title="AI Editor accepted an edit but the section did not change">
    An occasional partial apply. Re-check the section, re-request the single change, or edit manually. Reload if the editor stops responding.
  </Accordion>
</AccordionGroup>

## Extension and EHR

<AccordionGroup>
  <Accordion title="“Could not find a suitable frame with note sections”">
    The EHR chart editor is not open, or the EHR changed its page and the extension needs an update.

    Open the encounter or SOAP editor first. Check the version at `chrome://extensions`. Contact support if it worked yesterday.
  </Accordion>

  <Accordion title="Extension shows the sign-in screen">
    You are not signed in on app.healos.ai in the same browser. Sign in on the website, then reopen the panel.
  </Accordion>

  <Accordion title="Session on the phone but not on the web">
    Old app version. Update the app.
  </Accordion>
</AccordionGroup>

## Account and access

<AccordionGroup>
  <Accordion title="“Session Limit Reached”">
    The monthly session cap on the free plan. Choose **Upgrade Plan**, or ask the practice admin.
  </Accordion>

  <Accordion title="Team member sees “isn't enabled for your account”">
    Product access has not been granted for that user. The practice admin grants access; otherwise contact support.
  </Accordion>

  <Accordion title="Password reset email never arrives">
    The account was created with Google, Apple, or phone, or the email went to spam. Use the same button you signed up with. Check spam for mail from auth.healos.ai. Apple "Hide My Email" users: contact support.
  </Accordion>

  <Accordion title="“This account is already linked to a different identity”">
    You are signing in with a different method than the one used at sign-up. Use the original method (Google, Apple, email, or phone). Contact support to merge.
  </Accordion>
</AccordionGroup>

## When to contact support

Use the in-app chat or [team@healos.ai](mailto:team@healos.ai) when:

* Notes are slow or failing for everyone in the practice at the same time.
* Codes disappear, the AI Editor stops responding, or an "offline" banner will not clear.
* Extension insertion stops working with no change on your side.
* You want us to set up a custom template, word-for-word sections, or a sub-specialty rule for you.

<Info>
  Include the patient initials, the date and time of the visit, and what you saw on screen. We can trace any session from that.
</Info>


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