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Make sure your browser has been granted microphone access. If permissions were previously denied, see the Microphone Permissions Denied section below.
1

Verify the microphone is connected

Ensure your microphone is physically plugged in or your device’s built-in mic is not disabled.
2

Test in browser settings

Go to your browser settings and navigate to Site Permissions > Microphone to confirm access is allowed for Commure Scribe.
3

Try a different microphone

If you have multiple audio devices, try selecting a different one in the browser’s site settings.
4

Restart your browser

Close all browser windows and reopen them, then try recording again.
5

Check OS-level permissions

On macOS, go to System Preferences > Security & Privacy > Microphone and make sure your browser is listed and enabled. On Windows, go to Settings > Privacy > Microphone and ensure microphone access is on.
If you’re getting a “Microphone access not granted” error, follow the steps for your browser below.
1. If you get a “Microphone access not granted” error, then you may have disabled mic permissionsMic access error2. Click on the site setting option next to the address barSite settings3. Toggle the microphone permission to on (it should be a blue toggle)Toggle microphone4. Make sure to reload the page to apply the changeReload page
If the patient’s voice isn’t being transcribed — or Commure Scribe is only capturing one side of a telehealth conversation — this usually isn’t a Scribe bug.Why this happens: When AirPods or Bluetooth headphones are in use, the patient’s audio is routed directly into your ear. Commure Scribe’s microphone never “hears” the patient’s side of the conversation, so it can’t be transcribed.How to fix it:
  • Best option: Play telehealth audio through your computer speakers instead of AirPods or Bluetooth headphones, so the microphone can pick up both sides of the conversation.
  • Alternative: Keep AirPods for listening, and add a USB or wired microphone to capture room audio in parallel.
If a paused recording seems to have disappeared, it’s likely still there — just on a different device or app than the one you’re currently checking.
1

Stored locally

A paused recording is stored locally on the device and app where it was started — not on Commure’s servers yet.
2

No cross-device sync

It will only appear on that same device and app until you end the recording and it fully uploads.
3

14-day limit

Paused recordings are kept locally for up to 14 days. After that, they may be cleared by the device’s storage management.
Pausing a recordingOnce a recording is ended and fully uploaded, it becomes available across all devices logged into your account.If you’re switching between the web app and a mobile app, return to the same device and app you used to start the recording to find a paused session.
If a scribe is stuck on Pending Upload, how you fix it depends on how long it’s been stuck.Recently stuck (same day) — usually recoverable:
1

Update to the latest app version

If you recorded on iOS or Android, install any pending update for the Commure Scribe app before retrying. Recent releases include fixes for pending upload recovery.
2

Find the Upload Again button

Look for the blue Upload Again button next to the scribe.
3

Retry from the same device

Click it from the same device and app you originally used to record — this is required for the retry to work.
Upload Again button on mobilePending uploads are usually caused by a network interruption or the app being backgrounded during upload.Stuck for an extended period (multiple days):If a recording has been pending for an extended period, the local audio file has likely already been cleared by your device’s storage management system. The Upload Again button may error or do nothing, and the recording usually can’t be recovered.To avoid this in the future:
  • Make sure you have a stable connection when finishing a recording, and confirm the upload progress bar reaches 100% before closing the app.
  • Check your scribes list right after ending a recording to confirm it shows as “In Progress,” not “Pending.”
  • Don’t leave a paused or pending recording on your device for more than 24 hours.
If your note didn’t generate, shows an error, or seems stuck on processing, here’s what to check.Common causes:
  • A long period of silence at the start or in the middle of the recording
  • A phone call coming in during the recording, which interrupts audio capture
  • The app being backgrounded during recording (Android) or during upload
  • The microphone not capturing audio
  • A temporary interruption in an upstream AI service, which usually resolves within a few minutes Audio level bar during a recording
Watching the audio level bar move during a recording is a good way to confirm your microphone is actually being captured.If you see a generation error message, try regenerating the note:
1

Refresh your browser or app

This picks up any fix that’s already been deployed on our side.
2

Open the affected scribe

Go to My Scribes and open the scribe that failed.
3

Regenerate

Click AI Actions at the bottom of the scribe, then select Regenerate to reprocess the note.
No audio or transcript is lost during a temporary service interruption — regenerating reprocesses the original recording.
If you can’t find a scribe in your list, it’s often just delayed rather than lost.
1

Wait and refresh

If there was a connectivity issue during or after the recording, the platform automatically retries the upload several times. Refresh your browser or app once a stable connection is available.
2

Scroll down

Older scribes load further down the list as you scroll — it may simply be further down than expected.
3

Log out and back in

This refreshes your scribes list.
4

Load before you search

When using the search bar, scroll down until the scribe is visible in your list first — search only works on scribes that have already loaded.
Visits view
If part of your note is missing or the last section seems incomplete, it’s usually because the note generation hit its processing limit.Why this happens: Notes are generated within a token limit. A few things can push a note past that limit, cutting off the end:
  • A long or highly detailed template with many sections
  • The Citations feature being enabled, which uses additional space in the note
  • An unusually long individual encounter
How to fix it:
1

Turn off Citations

This is the quickest fix and frees up space for the full note to generate.
2

Simplify your template

If your template has many long or complex sections, trimming it down helps ensure every section generates consistently.
Citations toggleYou can review the Transcript tab on the affected scribe to confirm what was actually captured during the visit, even if the note itself is incomplete.To fill in a missing section after the fact, open the scribe, click AI Actions > Add Context, then dictate or type the missing information and click Regenerate. Add Context is only available on desktop and tablet web browsers — it isn’t available on the iOS or Android app.
If a generated note shows an unexpected date — often defaulting to January 2026 — this is expected behavior, not a bug.Why this happens: The note generation model doesn’t have access to the current date or to the date shown on your My Scribes page — that date is generated separately, by the website interface, and isn’t shared with the model. When no date is mentioned during the recording, the model defaults to the most recent date it’s aware of.How to fix it: State the complete date — day, month, and year — out loud during the recording. The model will use whatever date it hears in the conversation.
Commure Scribe doesn’t currently support downloading or exporting notes or recordings as files. Since scribes contain patient information, we’re also unable to send files via email.What you can do instead:
1

Copy the note or transcript

Open any scribe, go to the Note or Transcript tab, and copy the text to paste into your EHR or another document.
2

Listen to the recording

Replay the audio directly within the scribe on the website.
Copying a noteCopying and pasting into your EHR or a document is the recommended workflow for saving notes outside of Commure Scribe.
Still stuck after trying the steps above? Contact our support team at scribe-support@commure.com with the patient name or initials and the approximate date/time of the recording.