Work through these in order. Most cases are the microphone or the room rather than the AI.
The recorder will not start
The browser has to be allowed to use the microphone, and it asks once per site. If the permission was refused - or dismissed, which counts as refused - the recorder cannot start and will not ask again on its own.
Clear that in the browser's site settings and reload. On a shared machine check you are in the profile you think you are.
There is a companion article on granting microphone access for telehealth sessions; the browser side of it is the same problem.
It recorded, but no note came back
If the review screen shows No AI note was generated for this encounter., the audio arrived and no note came out of it. Usually the recording had nothing usable in it - a microphone pointed at the wrong side of the room, or a session ended before anything was said.
Open the encounter and read the Transcript. That tells you immediately whether the problem was the audio or the note: an empty or garbled transcript is a microphone problem, and a good transcript with no note is one to report.
The note came back wrong or incomplete
Check the transcript first, for the same reason. If the transcript missed what was said, no amount of retrying will fix the note - change how you record:
- Microphone closer to the patient.
- Numbers, doses and units spoken clearly and in full.
- The plan stated out loud before you finish.
- Less background noise.
If the transcript was good and the note was not, that is worth reporting: rate it and say what was wrong in the Comments. That feedback is read, and very little of it comes in.
An error message on the review screen
- AI output could not be parsed. or Could not load the AI note. - the note did not come back in a usable form. Re-record if you still can, and report it with the encounter number.
- No structured sections in this note. - text came back but not divided into the usual sections. It is still readable, just not laid out.
- No ChartPro AI encounters recorded yet. - nothing has been recorded for this practice, or you are looking at a different practice than you think.
The note went onto the wrong visit
The AI is given the visit you started from, so a note started on the wrong visit produces a note about the wrong context. Check the Patient, Visit Type and Date of Service in the preview before accepting it - that is what the header is for.
If one has already been saved to the wrong chart, treat it as you would any misfiled note, and deal with it straight away.
We are over 40 for the month
Nothing happens. The counter is per provider per calendar month and it is an indicator, not a limit - the bar changes appearance and dictation carries on working. It resets at the start of the next month.
The buttons are not there at all
Auto Chart appears for ChartPro practices, on the chart note screen. If it is missing, check you are on a chart note rather than another screen, and that your practice has ChartPro.
What to send support
The Encounter # from the review screen, the date, the provider, and whether the transcript looked right. The encounter number is the one thing that makes an AI problem quick to look into.
