Audio Issues
Volume meter is not moving
Verify that Commure Pro has microphone access enabled on your device:- Go to Settings → Privacy & Security → Microphone and confirm the toggle is on for Commure Pro.
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 — avoid placing it in a pocket or across the room.
- In Settings, confirm “Show Audio is Low Alerts” is enabled.
Incoming call during recording
iOS and Android handle incoming phone calls differently during an ambient recording.
- iOS: An incoming phone call automatically pauses the ambient recording — even if you do not answer. After the call ends, you must manually tap Resume to continue recording. The audio captured before the call is preserved.
- Android: An incoming phone call does not automatically pause the recording. The recording continues during the call. If you need to pause, do so manually before answering.
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.Note Generation Issues
Note shows “Error” status
A backend error occurred during note generation. Try:- Waiting a few minutes and checking if the status updates.
- If the error persists, contact your support team.
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.
Still need help? Contact your organization’s support team or reach out to Commure support.