How to Troubleshoot and Prevent Issues with Visit Transcript Generation in Freed
Freed users may occasionally encounter issues where visit transcripts are not generated. These problems often stem from audio capture issues, browser or device settings, or user actions during the recording process. This article provides a comprehensive guide to troubleshooting and preventing such issues.
Common Causes of Transcript Issues
Microphone or Audio Capture Problems - The microphone may not be working or permissions may not be enabled. Ensure that your browser (e.g. Chrome) has permission to access your microphone and that the microphone is functioning properly.
On mobile devices, technical errors can occur if the microphone is not capturing audio. Restarting the phone often resolves these issues.
Browser or Device Settings
If the Freed window is minimized, navigated away from, or loses visibility, audio capture may stop. Keep the Freed tab open and visible during the entire recording.
Power-saving modes or sleep settings on your device can interrupt audio capture. Ensure your device stays awake and active during the visit.
User Actions During Recording
Pausing the recording for extended periods or not ending the visit can result in incomplete or missing transcripts. We recommend using the "End Visit" button to save audio and generate the note. A helpful guideline: try to end visits within 14 days of starting them — audio for visits left in a Paused state is no longer retained after 14 days, so a note may no longer be recoverable from it.
Ending the visit too soon (e.g., after only a few seconds) may not provide enough audio for transcription. Use the "Pause" button for temporary interruptions instead of stopping the recording.
Temporary System Issues
Temporary system or service issues may cause notes to load slowly or appear blank. These issues are typically resolved quickly, and notes will automatically process and display normally once the system stabilizes. No action is required on your part.
Latency in Transcription Processing
Latency issues during transcription can delay the loading of notes. Once the service recovers, queued notes will process automatically.
How long Freed keeps your audio
Active (Paused) visits: Press End Visit within 14 days of starting a recording. Audio for visits that stay Paused longer than that is no longer retained, so a note may no longer be recoverable from it.
Ended visits: Once a visit has been ended, you have 28 days from when the recording first started to use Resume Visit if you'd like to add more recording to that note.
Troubleshooting Steps
If you encounter issues with transcript generation, follow these steps:
Check Microphone Settings - Verify that your microphone is working and that Freed has the necessary permissions to access it.
Restart Your Device - On mobile devices, restart your phone to resolve microphone or capture issues.
Keep the Freed Tab Active - Ensure the Freed window remains open and visible throughout the recording. Avoid minimizing the tab or navigating away from it.
Monitor Audio Levels - Check for the green audio levels in Freed to confirm that audio is being captured. In Chrome, a red recording icon will pulse if the tab is in the background. Return to Freed and resume recording if needed.
Avoid Power-Saving Modes - Disable energy-saver or power-saving modes on your device and keep it plugged in during the visit.
Log Out and Log Back In - Logging out of the Freed app and then logging back in can refresh the display and resolve blank or gray screens.
Check Your Internet Connection - Ensure you have a stable internet connection, as connectivity issues can impact note loading.
See full troubleshooting guides here:
If your note shows a processing error
Occasionally a visit finishes recording but the note doesn't generate. Your recording isn't lost — the visit stays in your visit list, and in most cases Freed generates the note on its own within a few hours.
How to spot it in your visit list
What you see | What it means |
Processing error or a red warning triangle | A technical issue interrupted note generation. Freed will retry automatically over the coming hours, and you can also retry it yourself. |
Voice not captured | No usable audio was captured, so there is nothing to generate a note from. Retrying will not help — see the causes and preventative measures above. |
Processing… with a spinner | Still working, or a retry is already in progress. Notes usually take a minute or two, and in rare cases up to two hours. |
Hover over the warning icon on the visit to see the full explanation.
Freed retries on its own first. When note generation hits a technical error, Freed's systems automatically retry over the coming hours. If the note isn't urgent, you can simply check back later — it is often there without any action from you.
How to retry it yourself
Find the visit in your visit list. Visits with a processing error stay in the list — they aren't removed.
Bring up the actions for that visit row.
Click the circular arrow icon. Its tooltip reads Retry note generation.
The icon turns into a spinner and the visit shows Retrying note generation… while it runs.
✅ Retrying re-processes your original recording, so you do not need to re-record the visit. You can keep working while it runs.
You can still open a visit that shows a processing error. Clicking it opens the visit, where the transcript may be available even when the note isn't.
If the note generated but looks wrong
Retrying is for notes that never generated. If the note generated but is missing content or formatted incorrectly, regenerate it instead by switching templates, adjusting note length, or changing your note preferences from the note view. See How can I troubleshoot missing or incomplete sections in my Freed notes?
⚠️ Regenerating replaces the note, and any edits you have already made to it will be lost. The same applies when you resume a recording on a visit that already has a note.
If retrying doesn't work
Leave the visit in place. Deleting it moves it to Trash, where it can be restored, but it's simplest to leave it alone while our team looks into it. See Access Trash & Note Settings.
Contact support with either the Date and time of the troubled visit, or the URL of the visit so we can find it quickly. Start a chat by clicking the messenger icon in the bottom right corner, or email [email protected].
If the visit shows Voice not captured, no retry can recover it, because no usable audio reached Freed. You can create a new visit and speak the case details aloud to generate a note — see Limitations and Recovery Options below.
Preventative Measures
To prevent future issues with transcript generation:
Keep the Freed Window Visible: Always keep the Freed tab open and active during the visit.
Avoid Interruptions: Do not minimize the Freed tab or navigate away from it.
End Visits Properly: Use the "End Visit" button to save audio and generate a note.
Use the Freed Chrome Extension: This tool allows you to use Freed alongside your web-based EHR in the same browser window, ensuring uninterrupted recording.
Record in a Quiet Environment: Avoid background noise by keeping TVs, radios, and other audio sources off or far away.
Position the Recording Device Properly: Keep the device close to you and the patient for a clear audio signal.
Start and End Visits on the Same Device: If a recording is active on one device, stop it on that same device before switching to another.
Get Support
If you need further help or have questions, you can get in touch with our Clinician Support team in the method that works best for you:
Start a chat by clicking the messenger icon in the bottom right corner.
Email your message to [email protected].
Join a live support call with our support team.
If you're interested in using Freed as a group, talk with our sales team.