Start here: three checks
Before taking any further action, work through these three checks in order.
1. Are you back in range?
Make sure you're within range of the phone or computer your Remote is paired to. Sessions sync automatically once you're back in range. If you've been moving around or away from your device, give it a moment to connect and sync.
2. Is your Remote powered on?
Check for a solid white light. If the Remote is off, power it on and wait for it to come back in range of the app.
3. Are you currently transcribing?
Syncing pauses while a session is in progress and resumes automatically once you stop. Make sure you're not actively transcribing before expecting sessions to appear in the app.
If sessions still aren't showing up
If you've worked through the three checks and sessions are still missing, try a forced restart. This is safe and will not delete any data.
Press and hold the Power button for 12 seconds.
Release when the device restarts or the LED changes state.
Once restarted, bring the Remote back in range of the app and check whether sessions begin to sync.
💡 A forced restart is the right first step for most issues: frozen device, stuck LED, or sessions not appearing. It's safe to do at any time.
Forced restart vs. factory reset
These are not the same thing, and it's important to know the difference.
| Forced restart | Factory reset |
How to trigger | Hold Power for 12 seconds | Press Power 3 times quickly, then hold for 2 seconds during the flashing LED |
Deletes unsynced sessions? | No | Yes |
When to use | First step for any issue | Only when you're certain nothing is pending |
⚠️ Do not factory reset if you have unsynced sessions. Once transcriptions are deleted, they cannot be recovered. If you're unsure whether sessions are pending, contact Heidi Support before taking this step.
When to contact support
If you've worked through the steps above and sessions are still missing, reach out to the Heidi support team before trying anything else. Our team can help diagnose the issue and, in some cases, assist with recovering or re-syncing sessions.
Contact us at [email protected] and include your Remote serial number (printed on the device) and a description of what happened.
What's next?
For a full list of troubleshooting steps covering pairing, syncing, and device behaviour, visit the Heidi Remote Troubleshooting Guide in the Help Centre.