If you received a notice that your session failed to upload or process, or you’re missing a note entirely, one of the following causes is likely responsible.
If you're unsure which causes in the list below might apply to you, double check your session capture method.
Many of these issues can be avoided by holding your session in an Upheal telehealth call, or by using our MacOS desktop app, iOS app, or Android app.
Your device went to sleep
On some devices, locking the screen or letting the device go to sleep can cut off microphone access mid-session. Make sure your device is set to stay awake and turn off auto-locking while you’re using Upheal.
If you’re holding a session in person, you can also avoid this by using the Upheal recorder app for iOS or Android. While using the app, it’s ok if your screen goes dark or locks: recording will continue.
The session audio was too short
If Upheal doesn’t capture enough audio, it can’t generate a note. This can happen for a few reasons:
Wrong capture method. If you use a session capture method to dictate a summary, the audio will be too short. To fix this, re-dictate your summary using the dictate capture method instead.
Paused and not resumed. If you paused the session recording during the appointment and didn’t turn it back on, there may not be enough audio to generate a note.
Poor audio quality. If the audio quality was too low, Upheal may not have been able to capture enough of it to produce a transcript.
No sound was captured
It’s possible the wrong microphone was selected.
For example, if Bluetooth headphones are connected but sitting on your desk, your device may be recording using those instead of the microphone on your device. On Apple and Android devices, connected Bluetooth headphones automatically become the default microphone.
When recording in-person sessions, check that you’re using the correct microphone and that it’s within range of both speakers.
When recording virtual sessions held in another EHR or calling tool, check to see whether you are in Headphones/Shared audio mode or No headphones mode. If you have a Mac computer, we recommend our desktop app for a smoother, simpler experience.
Only one voice was captured
This can happen if you tried to use our Record audio option (or Audio recorder) to capture an online session. More here.
The note wasn’t generated before you left the page
You may have exited the session too early. Depending on your capture method, Upheal prompts you to confirm the note template and client once your session ends. At that point, you need to click Generate Note and wait for the audio to finish uploading. This usually takes less than 5–10 seconds. After that, you’re free to navigate away.
If you switched Wi-Fi networks or closed the page during that upload window, the process may have failed.
In some cases, the audio recording may still be available if you did not click Generate Note. Follow the steps below to try to recover it.
Recovering audio that did not upload in your web browser:
Return to Upheal in your browser and go to the Sessions tab.
You may see the session listed here with an option to end the session and upload it, or finalize it, depending on your session capture method. Click End & Upload or Finish.
Recovering audio thad did not upload in the mobile app:
Tap the files/downloads icon in the top right corner. Any recordings that weren’t uploaded will appear here. They won’t show up in your Upheal account until you upload them.
The note is taking longer than usual
In rare cases, Upheal may experience a slowdown, particularly at the top of the hour when many therapists complete sessions at the same time. If you’re used to notes generating in under 2 minutes, a temporary slowdown may mean your note takes 5–10 minutes instead.
If your note hasn’t appeared after 10 minutes, or if you’ve seen delays across multiple sessions, contact the support team.
What to do if your note failed
The safest recovery option in any of these situations is to create a new note by writing or dictating a summary. This lets you document the session as soon as possible after it ends, regardless of what went wrong with the original recording.
To prevent the loss of notes in the future, we recommend holding your session in an Upheal telehealth call, or using our MacOS desktop app, iOS app, or Android app.