Before you start
This guide is for using Freed in a web browser on a Mac. It does not cover troubleshooting microphone issues for visits recording with telehealth or Chrome extension. It does not cover how to recover audio for previous visits.
A few pro tips:
For the best experience, we recommend Google Chrome.
Fastest first step for almost any mic problem: close other apps that use your mic (Zoom, Teams, Google Meet, Doxy.me, FaceTime, Slack huddles), refresh the Freed tab, and try a quick test visit.
A quick tip that fixes most issues: when you start a visit, watch the green audio bar in Freed. If it moves when you talk, Freed is hearing you. If it stays flat, your mic isn't getting through — the steps below will help.
Issue: Audio not captured
IF you see any of the the following errors...
Your microphone is muted
Green audio bar doesn't move
not capturing any audio
Unfortunately your microphone is not capturing any audio. Please make sure it's not muted, check your volume settings, or try a different browser
Voice Not Captured
We couldn't generate results because your visit wasn't captured properly. This could be because your microphone didn't work, your device went to sleep, or nothing was said when Freed was listening.
Microphone worked before and suddenly stopped
...THEN, try these steps in order:
Check the green audio bar. Start a test visit and speak. If the bar doesn't move, keep going.
Confirm your microphone is not muted.
Pick the correct microphone in Freed. Use the audio/mic toggle in Freed and switch between the listed microphones until the green audio level bar moves when you talk.
Avoid "virtual" or remote devices. If the list shows something like "Remote Audio", that usually isn't a real microphone.
Make sure nothing else is using your mic. Fully quit (don't just minimize) any app that records audio — Zoom, Teams, Meet, Doxy.me, FaceTime, Slack. Then refresh Freed and try again.
Check your browser's site settings. Click the icon on the left side of the address bar (a tune/sliders or lock icon). Ensure that microphone permission is toggled on. Then click '>' to access microphone settings for Freed. Ensure that microphone access is allowed for every visit. Also check that the correct microphone is selected by seeing that the audio level bar moves when you speak. Reload the Freed tab (Cmd + R) so the change takes effect.
If you don't see the option, open a new tab and go to
chrome://settings/content/microphone. Make sure Freed's address is not in the "Not allowed" list, and that a real microphone is selected as the default.
Check your Mac's input. Click the Apple Menu → System Settings → Sound → Input tab. Choose the mic you want to use and make sure the Input volume slider is turned up.
Prevent your screen from going to sleep. Click the Apple Menu → System Settings → Lock Screen.
Turn display off on battery when inactive. Set to Never if you ever record patient visits when your Mac is running on battery only.
Turn display off on power adapter when inactive. Set to Never if you ever record patient visits when your Mac is connected to a power adapter.
Prevent automatic sleeping when screen display is off. Click the Apple Menu → System Settings → Battery (it may also be called Energy). Click 'Options...'
Prevent automatic sleeping on power adapter when the display is off. Toggle this ON.
Refresh and retry. Reload the Freed tab (Cmd + R) and start a new test visit.
Still stuck? Our Clinician Support team is happy to help. When you reach out, it helps to provide date/time of issue, what you tried already, and anything else you might consider helpful.
Issue: Audio is cutting out / Audio is very quiet / Microphone won't connect
This is usually related to a Bluetooth headset or Airpods being used.
Check your Mac's input. Click the Apple Menu → System Settings → Sound → Input tab. Choose the mic you want to use and make sure the Input volume slider is turned up.
If the sound is choppy or muffled, try disconnecting and reconnecting the microphone being used.
Disconnect Bluetooth devices. Ensure that another microphone, headset, or headphones isn't connecting to your Mac intermittently
Confirm the correct device is also selected inside Freed using the mic toggle, and check the green bar moves when you speak.
Still stuck? Our Clinician Support team is happy to help. When you reach out, it helps to provide date/time of issue, what you tried already, and anything else you might consider helpful.
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.