Troubleshooting
Find the symptom you are seeing and follow the checks, most likely cause first.
Each page covers one symptom. The checks run from the most likely cause to the least, and each says where to look and what to do. The groups follow the sidebar.
Sign-in and access
I can't sign in
Password, code, invitation or clinic sign-in refused.
My authenticator code is not accepted
Rejected codes, lost devices, required two-factor.
I can't see a patient
A patient is missing from your list or will not open.
A button, page or setting is missing
Role, plan, paused workspace or country.
Notes and records
My note is not saving
Unsaved or failed saves in a note.
I can't sign my note
Sign is missing or refused.
A finding I wrote is not in the record
Drafts that never reached the record.
Recording
My microphone won't record
Recording will not start or upload.
My transcript is missing or wrong
No transcript, Failed, or wrong words.
Patient contact
A patient didn't get my email
Delivery status and what to do next.
A patient's link doesn't work
Closed, expired or already used links.
Agent and help
The Agent didn't do what I asked
Refusals, wrong context and pending changes.
Contact support
Reach support and what to include.
Keep unsaved work open while you troubleshoot. Check what already happened before you repeat a send, booking or Agent action.