Troubleshooting
Common problems during recording, transcription, and export — and how to fix them.
Task-oriented fixes for the issues clinicians hit most.
Recording won't start
- Microphone permission denied — the browser blocked mic access. Click the site settings icon in the address bar, allow the microphone, and reload.
- No input device — check the OS sound settings; some laptops need the correct input selected in the browser's device picker.
- Consent not declared — recording is gated on consent. Declare patient consent first; the app will not start capture without it.
Transcript is empty or garbled
- Too quiet / too far — move closer to the mic; the silence gate drops non-speech audio, which is correct behavior but yields little transcript.
- Heavy accent or crosstalk — expect lower accuracy. Speak turn-by-turn when possible; speaker labels improve when people don't overlap.
- Browser transcription failed — this is what the server fallback is for. Finish the session normally; KTB re-transcribes server-side when browser confidence is low.
Audio processing stuck or failed
The pipeline moves stored → queued → processing → done. If it shows failed:
- Open the consultation detail — the error reason is displayed (never the audio itself).
- Retry from the consultation page if a retry action is offered, or contact your administrator with the consultation id.
- The browser transcript is still usable — you can review and finalize the note without the server pass.
Export problems
- PDF won't download — check popup/download blockers; allow downloads for the app domain.
- Wrong content in the PDF — the export renders your approved note. Go back, fix the anamnesis fields, re-approve, and export again.
Still stuck?
Collect the consultation id and the error text shown, then reach your KTB administrator or the support channel your clinic uses.