Something off with your consult output?

This guide will help you troubleshoot issues within your session's Transcript. We’ll walk you through clear steps to get things back on track, and let you know when to escalate to support or check your microphone/audio setup.

✅ Quick tip: The transcript powers the note. If it’s inaccurate, your note will be too—so always start by checking the Transcript Tab.

Visual aid for where to view Transcript/note, and context tab in session

If the issue is with the Transcript Tab, follow the steps below.
If the issue is with the Note Tab, head to our ⚠️ Note Troubleshooting Guide.

Troubleshooting Transcript Issues

First, clarify whether the issue exists in your Transcript.

Issues relating to transcripts will start if the transcript is empty, check the transcript tab for content

If no content exists, resume transcription and stop after you have said a few lines.
If your transcript has the information you expect, then the issue is with how the note is being generated. You should see an error, and options to resume/regenerate.

Step 1: Try the “Resume, Refresh, Regenerate” Method

This simple method resolves most transcript hiccups:

Resume recording for a few seconds

Stop the session to give the system a chance to recover missing data

Refresh the page if you’re using a browser
Regenerate the transcript
1. Click the three dots “...” at the top of the session
2. Select “Regenerate output” (located near the voice settings/interface controls)

Step 2: Escalate to Support

Still having issues? Please reach out to our support team and include:

A brief summary of what’s going wrong and what you’ve tried
Any error codes shown (if applicable)
The Session ID:
- Desktop: Click the three dots in the note window, and copy session ID
- Mobile App: Tap the settings slide then press the copy button in the list.

Common Causes of Transcript Errors

⚠️ Many transcript issues are linked to audio input problems (e.g., muted microphone, incorrect input selected, poor sound quality).

🎙️ Check out our Troubleshooting Microphone and Audio Issues article for steps to:

Enable mic permissions
Select the correct input
Confirm Heidi is picking up your voice
Improve recording quality

Here are some platform-specific or setup-related situations that can impact your transcript accuracy:

1. Mobile App: Incoming Call Interruptions

Receiving a phone call during a session can disconnect the microphone from your Heidi session and lead to an incomplete transcript.

Solution: Turn on Do Not Disturb mode before starting a session in mobile app.

2. Telehealth Sessions: Incomplete or One-Sided Transcripts

When using Heidi in a web browser, switching between multiple tabs or applications during your session can temporarily revoke microphone access from Heidi, which may prevent audio from being captured correctly. Additionally, avoid opening multiple Heidi Health tabs in the same browser window, as this can interfere with audio recording and transcript generation.

Solution: Use the Desktop App for best results in telehealth sessions, especially when using multiple tabs/applications, or using headphones.

3. In-Person Sessions: Missing or Inaccurate Transcript

Often caused by microphone issues like:

Low voice volume
Background noise
Mic too far away or muted- Low voice volume (check if green waveforms appear next to the recording button)
Microphone issues (look for a red circle around the microphone icon, which indicates audio isn't being captured)

Solution: Check your mic setup and refer to our Troubleshooting Microphone and Audio Issues in Heidi for step-by-step help.

4. Transcript Issues from Language Settings

Sometimes, transcription issues can stem from selecting the wrong input or output language before starting your session.

How to Prevent This:

Before your session, make sure you’ve selected the correct input and output language from the Language tab at the top of your session.

Always click “Save changes” before starting the recording.
- Single-language transcription currently offers the best results.
- Multilingual is currently in beta.