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Audio Issues

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Volume meter is not moving

Verify that Commure Pro has microphone access enabled on your device:
  • Go to Settings > Apps > Commure Pro > Permissions and confirm the Microphone permission is allowed.

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Audio quality is poor or inconsistent

  • Ensure the device is not in a case that covers the microphone.
  • Position the device within 3–4 feet of the conversation — avoid placing it in a pocket or across the room.
  • Reduce background noise where possible — close doors, move away from equipment.
  • If using an external microphone or headset, verify it is connected and selected as the input device.

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Missing information in the generated note

  • Check that the microphone is not blocked or covered (e.g., by a case or your hand).
  • Ensure the device is positioned close enough to the encounter.
  • Speak clearly and at a normal volume — whispering or speaking very quickly may reduce transcription accuracy.
  • If specific terms are consistently missed, add them to your Personal Dictionary.

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Incoming call during recording

If a phone call rings but you do not answer, the recording continues normally — it is not interrupted. If you answer the call, the recording pauses automatically. When you hang up and return to the Commure Pro app, tap Resume to continue recording.
This differs from iOS, where an incoming call pauses the recording as soon as the phone starts ringing — even if you do not answer. See the iOS Troubleshooting guide.

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App closed while recording

If you close the Commure Pro app while actively recording, the audio file will not be saved. Always end or pause the recording before leaving the app.

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Recording is stuck on “Requires Upload”

  • Check your device’s internet connection (Wi-Fi or cellular).
  • Move to an area with stronger signal if upload progress is stalled.
  • Keep the app open and in the foreground until the upload completes.
  • If the issue persists, try closing and reopening the app — the upload will resume automatically.

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Note Generation Issues

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Note shows “Error” status

A backend error occurred during note generation. Try:
  1. Waiting a few minutes and checking if the status updates.
  2. If the error persists, contact your support team with the patient name and approximate recording time.

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Note is missing sections or has unexpected formatting

  • Verify your Custom Formatting rules for the template — a section may be deactivated or set to a format you did not intend.
  • Check if a Macro is overriding content in that section.
  • If a Dot Phrase is triggering unexpectedly, review your audio triggers for phrases that may match common clinical terms.

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Note does not reflect a recent Custom Formatting change

Custom Formatting changes apply to future notes only. To apply updated formatting to an existing note, use Resume Note to add context and regenerate.

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Login Issues

  • Use the “Forgot my password” or OTP (one-time password) option to regain access.
  • Check your spam folder for password reset emails.
  • If reset emails do not arrive, contact support with your account email address.
  • For MT Expanse authentication issues, verify your domain is correct on the login screen.

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General App Issues

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App is slow or unresponsive

  1. Close and reopen Commure Pro.
  2. Check that your device has a stable internet connection.
  3. Verify your device has sufficient storage space available.
  4. If the issue persists, try restarting your device.

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Data is not syncing to the EHR

  • Check your internet connection.
  • Verify the note status is Pending EHR Sync (not still in draft).
  • If a note remains in Pending EHR Sync for more than 15 minutes, contact your support team.
Still need help? Contact your organization’s support team or reach out to Commure support.