The transcript powers the note. If the transcript is wrong or empty, the note will be wrong too. Always check the transcript before troubleshooting the note.
Step 1: Check the Transcript First
Before checking the transcript: confirm you clicked End transcribing. If the transcription wasn’t stopped, the session may not have been submitted for processing and no transcript will exist.
Open the Transcript tab and confirm the content is present and accurate.
If the transcript is incorrect or incomplete, fix it first using the Transcript Troubleshooting Guide.
⚠️ If the transcript is empty, do not continue. None of the steps below apply until a transcript exists. Fix the transcript first.
Step 2: Check the template used
Incorrect templates carry through into the generated note. Review the template if the note contains inaccurate information or fails to pull in relevant information.
Free plan limitation: note generation can fail if you use a customized template after reaching your monthly usage limit. To resolve this:
Use a free template (for example, H&P or SOAP Note).
Or upgrade to a Clinician or Practice plan for unlimited access to advanced templates.
Mobile template configuration: If notes don’t generate on mobile using the DAP template:
On desktop, open the Template Library.
Set the Free DAP template as the default.
Log out and back in on mobile to sync the template.
If the Create note from context button isn’t visible, click the Create button and manually select a template.
Template setup resources: Creating templates in Heidi — a basic guide.
Step 3: Refresh note output (only if a transcript exists)
Use this step only if the transcript is complete and the template is correct, but the note still doesn’t generate as expected.
ℹ️ If you edit the Context tab, select Sync changes so the updates appear in the generated note.
Try these actions in order:
Select Resume, wait a few seconds, then select End transcribing. This gives the system a chance to recover missing data.
Refresh the page if you're using a browser.
Select More options > Regenerate in the Note panel to regenerate your note.
4. Log out and back in: quit the app, log out, then log back in to reset the session.
5. Refresh the session using your browser's refresh shortcut (Ctrl + R) for a quick reset.
Step 4: Dig deeper (if the issue persists)
4.1 Note generation is delayed
Common causes: slow internet connection, temporary server load, server latency in specific regions, or browser-specific delays.
Solution:
Check your internet connection.
Try again after a few minutes.
Clear your browser’s cache and cookies, then log back in.
If delays persist, wait approximately one hour before trying again.
For more stable performance, use the Heidi Desktop app.
If the Desktop app fails to generate notes, uninstall it, download and reinstall the latest version, then retry.
If using a Heidi Remote: untitled sessions with an available transcript can indicate incomplete syncing between the Remote and the Heidi app.
Keep the Remote near your phone with the Heidi app open.
Force-close and reopen the app, then stay on the Sessions screen for 2–3 minutes to allow syncing.
If syncing remains incomplete, restart the Remote.
4.2 Note cuts off unexpectedly
Cause: an output limit (word count cap) on your selected Scribe style setting.
Solution:
If using a more detailed Style setting, switch to Brief and regenerate.
If already on Brief, split your template into two parts:
Create two separate templates: one with the first half of your instructions, one with the second half.
Apply both templates to the same session for full coverage without hitting model limits.
4.3 Note doesn’t follow template instructions
Cause: the instructions are too broad or ambiguous.
Solution:
Make instructions clear, specific, and structured. Avoid room for interpretation; clear guardrails produce more accurate, structured notes.
Avoid vague prompts such as "summarize everything discussed."
Turn off Personalization to reduce inconsistencies caused by learned rules.
Provide examples of clear instructions, such as specifying sections like Presenting Complaint, History of Present Illness, and Plan.
See the Template Academy for examples and best practices.
4.4 Note output lacks detail or clarity
Cause: your Scribe or Style settings.
Solution:
Adjust Scribe settings to increase or decrease output complexity. See What is Default Scribe?
Modify Scribe Style settings for more concise or more detailed notes. See What do the different Voice Styles mean?
4.5 Document stuck as "Document Queued"
A document that shows "Document Queued" and never progresses is usually caused by one of the scenarios below. Identify which matches your situation, then follow its solution.
Scenario 1: template selected but generation not triggered correctly (most common). A template was selected on the Note tab, but the session was reloaded, navigated away from, or a different generate path was used instead of the Generate note + queued docs. The document is created but nothing kicks off its generation.
Solution:
Confirm the parent note and transcript are present.
Delete the existing queued document.
Go to the Note tab and select your note template.
Wait for the note to finish generating.
Create a new document; it should now generate correctly.
Scenario 2: Document was generated before the note finished. Generation was triggered while the note was still being written. The system can’t build a document from an incomplete note, so it queues and retries.
Solution:
Wait for the note to finish generating; the document usually resolves on its own.
If it is still queued after the note completes, reload the page and select Regenerate.
Scenario 3: Session transcribed on one device, opened on another. If you transcribed on mobile and switched to desktop before the note fully generated or synced, the note or document may appear incomplete, stuck, or not fail to generate. Generation must complete on the original mobile device before it appears on desktop.
Solution:
Reopen the Heidi app on your mobile device and go to the affected session.
Check whether the note has already generated. If it has, wait for it to sync, then refresh the session on desktop.
If the note has not generated, select Resume to restart transcription briefly (5–10 seconds), then select End transcribing to end the session again. This prompts note generation.
Wait for the note to fully generate and sync on mobile before switching back to desktop.
Once complete, return to desktop; the session should be synced and the note ready to view.
4.6 Note is missing sections (e.g. Chief complaint, History of present illness)
Cause: learned personalization rules may override template instructions, causing sections to be omitted.
Solution:
Review your personalization settings and check whether any learned rules are excluding expected sections.
Adjust or clear the personalization rules to restore default template behaviour.
Managing and modifying transcripts
Direct transcript editing or deletion isn’t available, for safety and compliance reasons. To improve transcript quality, adjust your environment or workflow for future sessions.
Managing irrelevant or unwanted note content
Regenerate the output: select More options > Regenerate in the the Note panel to refine note quality.
Plan for future sessions: if a note includes too much irrelevant content, adjust your environment or conversation style before the next session to prevent repetition.
Creating notes from selected content
Open the Transcript tab and copy only the sections you want.
Create a new session, open the Context tab, and paste the copied text.
Select Create from Context to generate a note containing only the chosen content.
Still need help?
Contact support and include:
A brief summary of what is going wrong and what you have tried.
Any error codes shown (if applicable).
The affected Session ID:
Desktop/Web: Heidi currently has two interface versions, so use whichever method matches what you see:
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.
Locate the session ID in the session panel > More options > Copy session ID
Mobile app: Open the settings slide and click the copy icon next to the session ID.
Your session type (for example, in-person or telehealth).
Your platform and environment (for example, web browser, Desktop App, or Mobile App).