This guide covers the most common issues you might run into when using AI Scribe and how to resolve them. If you don’t see what you’re looking for, get in touch with our support team.
My file has been processing for longer than 5 minutes and seems stuck
Try reloading Jane. This should prompt the file to continue processing. If the file is still stuck after reloading, contact our support team.
My internet connection was interrupted mid-recording
If your internet connection is lost during a recording, you can continue to record. When you’re finished and your connection has been restored, you may see a red banner that reads “An error occurred uploading your audio.”
- Go to the patient's Chart tab and open the chart entry.
- Click the microphone icon at the top of the chart entry.
- Click Manage Recordings.
- Click Retry.
If the issue persists, contact our support team.
I see a "Failed to Upload" error
- Click Retry Upload from the pop-up banner.
If the retry doesn’t work, follow these steps to recover the file:
- Click the microphone icon at the top of the chart entry.
- Click Manage Recordings.
- Click Retry under the recording.
📣 Heads up: You can only recover the audio file if you haven’t refreshed the page since the error occurred. If the page has been refreshed, the file is lost. If you are able to recover the file, download it and re-upload it to a new chart entry.
I see a red "Failed" banner
A red “Failed” banner typically means the audio uploaded successfully but was not processed into a transcript.
- Click the microphone icon at the top of the chart entry.
- Click Manage Recordings.
- Click Retry under the recording.
If the issue persists, contact our support team.