First, identify which tab has the problem:
If the problem is in the Transcript tab, use this guide.
If the problem is in the Note tab, use the Note Troubleshooting Guide instead.
Troubleshooting transcript issues
Step 1: Confirm whether the issue is in the transcript
Transcript problems begin when the transcript is empty. Check the Transcript tab for content.
If the Transcript tab is empty, check your audio input in the Microphone drop down in the top right corner and confirm the correct microphone is selected. Refreshing the page or switching browsers can help if the tab won’t load.
If no content exists, select Resume and speak a few lines before ending the session.
If the transcript contains the content you expect, the issue is with note generation instead. You should see an error and options to resume or regenerate.
Step 2: Confirm your microphone is capturing sound clearly
Test your microphone: start a new session and record at least 30 seconds of spoken audio.
If the microphone captures sound successfully, the issue was specific to your previous session.
If no audio is captured, check your device's audio input settings and confirm the correct microphone is selected and enabled.
If audio failed during a session, that audio cannot be retrieved. Always confirm audio is being detected before starting a session.
If you’re unsure how to set up your microphone, see Troubleshooting Microphone and Audio Issues.
Common causes of transcript errors
Most transcript issues are audio input problems: a muted microphone, the wrong input selected, or poor sound quality.
See Troubleshooting Microphone and Audio Issues for steps to enable mic permissions, select the correct input, confirm Heidi is picking up your voice, and improve recording quality.
The platform-specific and setup situations that follow can also affect transcript accuracy.
Cause 1: Mobile app, incoming call interruptions
A phone call during a session can disconnect the microphone from Heidi and leave an incomplete transcript.
Solution: Turn on Do Not Disturb before starting a session in the mobile app. Keep Heidi open and visible while a session is in progress; switching to another app or locking the device mid-session can interrupt transcription.
Cause 2: Telehealth sessions, incomplete or one-sided transcripts
In a web browser, switching between tabs or applications during a session can temporarily revoke Heidi's microphone access, preventing audio from being captured. Also avoid opening multiple Heidi tabs in the same browser window, as this can interfere with recording and transcript generation.
Solution: Use the Desktop App for telehealth sessions, especially if you’re using multiple tabs, multiple applications or headphones.
In the Desktop App, ensure both a microphone and speaker are selected under audio settings. If neither is selected, audio cannot be captured.
If you must use the browser version, confirm you’ve selected Telehealth mode before starting a telehealth session. Using the wrong mode prevents Heidi from receiving call audio.
Cause 3: In-person sessions, missing or inaccurate transcript
Usually caused by microphone issues:
Low voice volume (check whether green waveforms appear next to the recording button)
Background noise
Microphone too far away or muted
Audio not being captured (look for a red circle around the microphone icon)
Solution: Check your mic setup. See Troubleshooting Microphone and Audio Issues in Heidi.
Cause 4: Transcript issues from language settings
Transcription problems can come from selecting the wrong input or output language before starting a session.
Solution: Before your session, select the correct input and output language from the Language Settings in the session panel on the right.
Single-language transcription currently gives the best results. Multilingual is currently in beta.
Common errors
Error 1: "Transcript too short to generate note"
This occurs when insufficient or no audio was captured during the session. Confirm your microphone is capturing.
On web, you can lose microphone access between sessions without realizing. Always check microphone permissions before you begin.
App updates can also disrupt microphone permissions, so check before every session regardless of platform.
Why the transcript cannot be recovered after this error: If no audio was processed during the session, the transcript can’t be generated or recovered. Ensure proper setup before starting.
If the error persists: Send support the Session ID so the team can check for a backend processing issue. (See Still having issues? section below)
Error 2: "Transcript does not match the session duration"
Discrepancies between session duration and transcript length can happen for several reasons. Causes, prevention, and troubleshooting follow.
Important: The timer shows the time Heidi attempted to transcribe; it does not confirm that audio was streaming successfully. Keep Heidi in view where possible so you can check the microphone is still detected and live transcription is streaming.
Common causes
Device-related interruptions:
Device sleep or lock: If the device sleeps or locks during a session, audio capture may end.
App backgrounding: Moving the Heidi app or browser to the background can interrupt audio capture.
Microphone access issues: Incoming calls, app switching, or another app using the microphone can disrupt capture.
Network-related issues:
Unstable internet connection: Poor or intermittent connectivity can prevent audio reaching Heidi's servers.
Network switching: Changing networks mid-session can cause audio sync issues.
User behaviour:
Multitasking: Switching apps or tabs during a session can interrupt capture.
Improper device handling: Closing a laptop lid or locking a phone can end or interrupt audio transmission.
Preventive measures
Keep the Heidi app active: keep the app or browser tab open and in focus.
Prevent device sleep or lock: adjust auto-lock and sleep settings to stay active during the session.
Maintain a stable internet connection: use a reliable network; avoid switching between Wi-Fi and mobile data.
Avoid multitasking: don’t switch apps or tabs, and ensure no other app is using the microphone.
Monitor audio capture: check that the green audio bars are moving throughout the session.
Troubleshooting an incomplete transcript
Verify device settings: Confirm the device did not sleep, lock, or lose microphone access during the session.
Check network stability: Confirm your internet connection was stable throughout.
Review the transcript timeline: look for gaps between time tags, which indicate missing audio.
Still having issues?
Contact support and include:
A brief summary of what's going wrong and what you've tried.
Any error codes shown (if applicable).
The affected Session ID. See the How do I find my Session ID? section at the bottom of this article if you can’t locate it.
Your session type (for example, in-person or telehealth).
Your platform and environment (for example, web browser, Desktop App or Mobile App).
Your session type (for example, in-person or telehealth).
Your platform and environment (for example, web browser, Desktop App, or Mobile App).
How do I find my Session ID?
Heidi currently has two interface versions, so use whichever method matches what you see:
Desktop/Web:
Click the three dots in the note window and select Copy session ID.
Alternatively, some accounts may locate the Session ID by clicking into the Session box > More options > Copy Session ID.
Mobile app:
Open the settings slide and click the copy icon next to the session ID.
