If you're having trouble capturing online sessions using our browser extension, here are some potential solutions:
Only one voice captured
If your client isn't represented in your transcript, it's possible that the extension was opened in the incorrect browser tab. The extension can only record audio from the tab in which it's been opened.
If you're accidentally capturing the wrong tab:
Close the browser extension.
Go to the tab that's making the call.
Open the extension again, and start the recording.
You'll see a symbol like this on the tab where the extension is running:
You'll also see this widget on the screen in the tab that's being captured:
My session didn't upload
If you held a session using the browser extension, but it's not showing up on your Upheal dashboard:
Open the browser extension (remember that it won't open in an empty tab)
Any sessions that haven't uploaded will appear at the top of the list of sessions.
Click Upload session.
Fill out the rest of the session details, and click Upload and process.
Once the session finishes uploading, you'll see it in Upheal as usual.
Update the extension
Having an outdated version of the browser extension can cause issues. Here's how to update:
On your Google Chrome toolbar, click on the puzzle piece icon, and click Manage Extensions.
Switch on Developer mode in the top right corner.
Click Update on the upper left side.
You'll see a confirmation message from Chrome that says Extensions updated in the bottom left corner.
Permissions
If you're experiencing problems with audio capture, your computer microphone might be lacking permission to record.
Google Chrome permissions
If you never see the request for permission to use your microphone, check your Google chrome settings and make sure websites are allowed to ask:
In your browser, go to chrome://settings/content/microphone
Under Default behavior, make sure you have Sites can ask to use your microphone selected.
Then, make sure permissions are enabled for the Upheal browser extension and for the calling tool you want to use by checking the Customized behaviors section.
Both websites should be under Allowed to use your microphone. If you don't see one of the tools listed in either section (Allowed/Not allowed), the website should ask you permission to use the microphone the next time you try to use it, since you've changed the default setting above.
If either website is under Not allowed to use your microphone, click on the arrow beside the website name to adjust the settings, and change Microphone to Allow.
We hope that helps! However, if all the settings were already set to "allow," you could try to fully Reset permissions for the websites, or you might need to explore more troubleshooting options.
Microphone isn't working with any website or extension (Mac)
Go to Settings > Privacy & Security > Microphone.
Make sure that Chrome is allowed to access your microphone.
Specific website or EHR isn't working with the browser extension
We've gotten some feedback that certain EHRs might try to block the browser extension from asking for permission to use the microphone, so the extension can't record.
If you're using an EHR with the browser extension, first check permissions.
If all permissions are enabled, and it's still not working:
Open a "neutral" website in a browser tab, such as the Google search page.
Start the Upheal browser extension in the same tab. You should be asked if the browser extension can access your microphone. Click Allow on every visit. Now, you've given the extension permission to access the microphone every time you open it.
Close the browser extension.
Go to your calling tab (EHR or other video caller) and start the call.
Open the browser extension and begin the session capture as usual.
Tip: We recommend testing this before a session if possible, or taking backup notes if you're not able to test it. You can always dictate a brief summary of the session, and Upheal will generate full progress notes.
Microphone is being used by another application
Make sure that another app or program on your computer isn't trying to use your microphone at the same time. For example, if you had a Zoom or Skype call open, or a memo recording, Upheal might not be able to access your microphone. (Other tabs in Chrome shouldn't interfere, but other programs on your computer could.)
Firewall or security software
Security software such as antivirus or a firewall could be blocking access to the microphone. Check the settings on your security software.
Other possible fixes
Make sure the extension and your video caller are using the same microphone
If you're using headphones or another external microphone, your computer might have more than one microphone to choose from. Make sure that both programs are using the same microphone before your call.
Uninstall and reinstall the extension
⚠️ Before you do this, make sure all of your sessions are uploaded! Any session captured by the extension but not yet uploaded to Upheal will be deleted irreversibly if you uninstall the extension.
Right-click on the Upheal extension icon.
Click Remove from Chrome.
Confirm by clicking Remove.
Follow instructions here to install the extension again.