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
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 customised template after reaching the monthly Pro action limit. To resolve:
Use a free template (for example, H&P or SOAP Note), or
Upgrade to a plan with more Pro actions for unlimited access to advanced templates.
Mobile template configuration: If notes do not 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.
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 does not generate as expected.
Note: If you edit the Context tab, click Sync changes so the updates appear in the generated note.
Try these actions in order:
Resume transcribing for a few seconds, then stop the session. This gives the system a chance to recover missing data.
Refresh the page if you are using a browser.
Regenerate the output:
Click the three dots (
...) at the top of the session.Select Regenerate output.
Log out and back in: Quit the app, log out, then log back in to reset the session.
Refresh the session: Use the browser 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.
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.
4.2 Note cuts off unexpectedly
Cause: an output limit (word count cap) on your selected Scribe setting.
Solution:
If using the Extended setting, switch to Basic and regenerate.
If already on Basic, 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 does not 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 "summarise everything discussed."
See the Template Academy for examples and best practices.
4.4 Note output lacks detail or clarity
Cause: your Scribe or Voice settings.
Solution:
Adjust Scribe settings to increase or decrease output complexity. See What is Default Scribe?
Modify Voice 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 scenario matches your situation, then follow its fix.
Scenario 1 — Template was selected but generation was 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 button. The document is created but nothing kicks off its generation.
Fix:
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 cannot build a document from an incomplete note, so it queues and retries.
Fix:
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 doc.
Scenario 3 — Using Desktop App v2.0.1 (letter generation only) A known bug in Desktop App v2.0.1 keeps letter generation permanently queued, even after restarting the app.
Fix:
Switch to Heidi in a web browser; letter generation works there.
To resolve permanently, update the Desktop App to the latest version.
Scenario 4 — 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 generate at all. Generation must complete on the original mobile device before it appears on desktop.
Fix:
Re-open 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, tap Resume to restart transcription briefly (5–10 seconds), then tap Stop 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.
Managing and modifying transcripts
Direct transcript editing or deletion is not 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: Click the three dots in the Note menu and select Regenerate Output 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 Note from Context to generate a note containing only the chosen content.
Still need help?
If issues continue after these steps, contact support with:
A brief summary of what is going wrong and what you have tried.
Any error codes shown (if applicable).
Relevant screenshots of the issue.
The Session ID:
On Desktop: Tap the three dots “...” and select “Copy Session ID"
Mobile App: Tap the settings icon, and click copy beside the Session ID
