Troubleshooting Guide: AI Scribe

Troubleshooting Guide: AI Scribe

Overview

Use this guide to resolve common browser, microphone, and configuration issues that may affect AI Scribe functionality, such as:

  • Recording does not start

  • Transcript does not generate

  • Microphone is not detected

  • Audio lag

  • Transcript does not save

Before troubleshooting, verify that the user has an eligible plan type, the AI Scribe permission, and the Clinician role assigned in Account Management. For more information, see the AI Scribe – Auto-Generate Notes from Client Sessions guide.

AI Scribe Does Not Appear

If AI Scribe does not appear for a user, verify the following:

  1. Confirm that the user's plan type is eligible for AI Scribe. See Plan Types and Scribe Access in the AI Scribe – Auto-Generate Notes from Client Sessions guide.
  2. Confirm that the AI Scribe permission is enabled for the user's role under Settings > Practice Settings > Roles & Permissions.
  3. Confirm that the Clinician role is assigned to the user under Settings > Account Management.
  4. If all requirements are met and AI Scribe still does not appear, contact Support.

Recommended Browser and System Requirements

✅ Supported Browsers

  • Google Chrome (latest version recommended)

  • Microsoft Edge (Chromium-based)

⚠️ Not Recommended

  • Safari (limited WebRTC and audio handling support)

  • Firefox (possible permission and audio device conflicts)

  • Internet Explorer (not supported)

💡 Best Practice

When troubleshooting, test in the latest version of Google Chrome first.

Microphone Not Detected

Symptoms

  • “No microphone found” message

  • Record button is disabled

  • No visible audio input activity

Steps to Resolve

Step 1: Verify Browser Permissions

  1. Click the lock icon (🔒) in the browser address bar.

  2. Confirm Microphone is set to Allow.

  3. Refresh the page.



Step 2: Check Operating System Permissions

Windows

  1. Go to Settings > Privacy & Security > Microphone.

  2. Ensure:

    • Microphone Access is turned on.

    • Browser access is enabled.


Mac

  1. Go to System Settings > Privacy & Security > Microphone.

  2. Enable access for Chrome or Edge.



Step 3: Confirm Correct Input Device

  1. Open system Sound Settings.

  2. Verify the correct microphone is selected.

  3. Test input levels to confirm audio is detected.



Recording Starts But No Transcript Generates

Possible Causes

  • Network instability

  • Browser blocking background processing

  • Third-party extensions interfering

Steps

Disable Browser Extensions

Temporarily disable:

  • Ad blockers

  • Privacy blockers

  • Security extensions

  • Script blockers

Then reload ICANotes+ and test again.



Check Network Stability

  • Minimum recommended speed: 10 Mbps

  • Avoid using a VPN during testing

  • Avoid public Wi-Fi networks

Perform a Hard Refresh

  • Windows: Ctrl + Shift + R

  • Mac: Cmd + Shift + R

AI Scribe Does Not Save Properly

Symptoms

  • Transcript disappears

  • “Processing” remains indefinitely

  • Save fails

Troubleshooting Steps

  • Clear browser cache

  • Log out and log back in

  • Confirm the session has not timed out

  • Ensure the note is in Editable status (not locked)

NotesKeep the AI Scribe session open until Step 2/2 is reached. Step 2/2 indicates that the transcription has been saved in the browser. If you leave during Step 1/2, the transcription will be lost.

AlertLocal transcription: The transcript text saved in the web browser on the device being used. Local transcriptions are automatically deleted after 72 hours (3 days).


Audio Quality Issues

If transcripts are inaccurate:

  • Use a wired headset when possible

  • Avoid Bluetooth devices in high-interference environments

  • Ensure the room is quiet

  • Speak clearly

  • Avoid overlapping speech

Browser-Specific Considerations

Google Chrome

  • Provides the best compatibility

Microsoft Edge

  • Ensure it is Chromium-based

  • Clear site permissions if microphone issues occur

Safari

  • May require repeated microphone permission approvals

  • Background tab processing may interrupt audio streaming

Advanced Diagnostic Steps

For technical users:

  1. Press F12 to open Developer Tools.

  2. Select the Network tab.

  3. Reproduce the issue.

  4. Capture screenshots of any red error messages.

Related Article


Need Help?

For further assistance, contact:
📞 Phone: 443-203-5857
📱 Text: 866-301-0085
📧 Email: ticket@icanotes.com
💬 Chat: https://app.icanotes.com

Proprietary Notice Information: This article is provided for informational purposes only, and the information herein is subject to change without notice. While every effort has been made to ensure that the information contained within this article is accurate, ICANotes cannot and does not accept any type of liability for errors in, or omissions arising from the use of this information.