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
End 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
Transcribe at least 30 seconds of audio
End 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 audio cannot be retrieved. Before starting any future session, confirm that audio is being detected — look for the green waveforms appearing next to the transcribe button as your indicator.
Additional reasons why recovery is not possible include; device interruptions (e.g., locking, powering off, or backgrounding the app), partial transcriptions where only the transcribed portion is available, and technical limitations such as the processing timer running without transmitting audio data to Heidi’s servers. Deleted sessions are also permanently unrecoverable due to Heidi Health’s data privacy and security policies.
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.
Additionally, disable battery optimisation or power-saving settings for the Heidi app to ensure your device stays awake during the session. Complete session uploads before making edits or switching devices to avoid data loss.
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
Battery optimisation or power-saving settings causing the device to lock or reduce app performance
Unstable internet connection leading to interruptions in audio data transmission
Ensure your device stays active during the session and check that the green waveforms are visible next to the transcribe 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. Improper spacing or inconsistent formatting in a template can also lead to sections being omitted from the generated note. To resolve this, remove extra spaces or inconsistent formatting in your template and ensure placeholders and instructions are clearly defined and properly formatted.
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 end the transcription. 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.
Note: Regeneration only works on audio that was successfully captured during the session. Missing audio cannot be recreated.
💡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 creation, using a customised templates count as "Pro actions" on the Free tier. If you've reached your monthly limit, switch to a standard Heidi template as a workaround. To identify standard templates, filter templates by "Created by Heidi" in the Notes area and use those listed under Standard/Built-in categories.
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.
Need more help?
If you've worked through the above steps and the issue persists, chat to our 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