Running into an issue? This video walks you through the most common causes of transcript and note errors in Heidi, and exactly what to do to fix them.
The transcript powers the note
Before troubleshooting anything else, always check the transcript. If your transcript is inaccurate, your note will be too — no template or setting adjustment will fix an underlying transcript problem. Make this your first step every time.
Troubleshooting your transcript
No content in the transcript
If your transcript is empty or missing content:
Resume the session and say a few lines aloud
Stop the session and check whether the content has now appeared
If content appears, the issue was likely a brief audio interruption during your session
Testing your microphone
If you suspect a microphone issue:
Start a new session
Record at least 30 seconds of audio
Stop and check the transcript
If audio was captured — the issue was likely specific to your previous session
If no audio was captured — check your device's audio input settings to confirm the correct microphone is selected and enabled
💡Important: If audio failed to capture during a session, that recording cannot be retrieved. Before starting any future session, confirm that audio is being detected — look for the green waveforms appearing next to the recording button as your indicator.
Common causes of transcript errors
Most transcript issues come down to audio input problems — muted microphones, the wrong input selected, or poor sound quality. Below are some platform-specific situations to be aware of.
Mobile app
Enable Do Not Disturb on your device before starting a session. Incoming calls can disconnect the microphone from Heidi mid-session, interrupting your transcript.
Telehealth sessions
For the best results with Telehealth, use the Heidi desktop app rather than the web browser — particularly if you're using multiple applications or headphones.
If you're using the web browser for Telehealth:
Avoid switching between tabs or applications during your session, as this can temporarily revoke microphone access
Keep only one browser tab open to ensure audio is captured consistently
In-person sessions
Common causes of transcript issues for in-person consultations include:
Device going to sleep or entering screensaver mode during a session
Low voice volume, background noise, or microphone positioned too far away
Microphone muted at the device level
Ensure your device stays active during the session and check that the green waveforms are visible next to the recording button to confirm your mic is picking up audio.
Troubleshooting your note
If your transcript looks correct but the note isn't generating as expected, work through the following steps:
Step 1 — Check the transcript
Confirm the transcript accurately reflects what was said in the consultation. The note output is only as good as the transcript input.
Step 2 — Check the template
If the note contains inaccurate or irrelevant information, review your template for potential issues — unclear instructions or incorrect syntax can carry through to the output.
Step 3 — Resume, refresh, and regenerate
If the transcript is accurate and the template looks correct, try the following in order:
Resume — restart transcription briefly for a few seconds, then stop. This gives the system a chance to recover any missing data.
Refresh — if you're on a web browser, refresh the page.
Regenerate — click the three dots menu and select Regenerate output.
💡Free plan users: Some features in Heidi are limited to a set number of actions per month on the free plan — including advanced templates, Ask Heidi, and form filling. If a feature isn't responding as expected, it's worth checking whether you've reached your monthly limit. Upgrading to one of our paid plans gives you unlimited access across all features.
Note output lacks clarity or detail
If your notes are generating but not at the right level of depth or complexity, adjust your settings:
Scribe settings
Fast — best for shorter, simpler sessions
Best — best for longer, more complex sessions
Voice / detail settings
Brief — concise notes, ideal if you prefer brevity
Goldilocks — a balance between concise and detailed; the sweet spot many clinicians prefer
Detailed — more comprehensive notes with greater depth
Super Detailed — includes direct quotes and minor details that might otherwise be overlooked
You can also create a custom voice by adjusting the detail settings to your preference and saving it as your default in the bottom-right corner of the modal.
Contacting support
If you've worked through the above steps and the issue persists, reach out to the Heidi support team. To help us resolve your issue as quickly as possible, please include:
A brief summary of the issue and the troubleshooting steps you've already tried
Any error codes displayed (include a screenshot if possible)
Your session ID — found by clicking the three dots menu and selecting Copy session ID