Did you get this message in Upheal?
Something's not right...
We only captured one voice during this session.
Or, are you only seeing one speaker in your transcript?
You're in the right place to learn what happened and how to prevent this in the future.
Why did Upheal only capture one voice?
This can happen if you tried to use our Record audio option (or Audio recorder) to capture an online session.
The Audio recorder works like a microphone — It can't capture sound coming from the same computer that's running the call. It also can't pick up any sound from headphones.
If you try holding an online call and running the Record audio option on the same computer, then the recorder only captures your voice. If your notes seem like they're missing important content, it could be because Upheal only heard your half of the conversation.
How can I record an online session instead?
We have great options for online session capture:
Upheal video calls: Hold sessions on our own secure, encrypted video calling platform.
Chrome browser extension: Capture an online session from any calling platform or EHR in Google Chrome
Zoom integration: Hold sessions in Zoom, and get your notes in Upheal
If none of those options work for you, you can still use the Record audio option, but you need to run it on a separate device from the one that's holding the session call. Learn how to use a two-device setup here.