> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pro.commure.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Resolve common audio, recording, and note generation issues with Ambient AI.

## 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.

### 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.

### 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.
* In **Settings**, confirm **"Show Audio is Low Alerts"** is enabled.
* 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](/apple/ambient_ai_scribe/personal-dictionary)*.

### Incoming call during recording

If you **answer** an incoming call, the recording **pauses automatically** on both iOS and Android. After you hang up and return to the Commure Pro app, tap **Resume** to continue recording. The audio captured before the call is preserved.

If the call **rings but you do not answer**, the behavior depends on your platform and your phone's ringer mode:

| Phone mode | iOS                 | Android             |
| ---------- | ------------------- | ------------------- |
| Ring       | Continues recording | Pauses recording    |
| Vibrate    | Continues recording | Continues recording |
| Silent     | Continues recording | Continues recording |

<Note>
  On iOS, an unanswered incoming call does not interrupt recording in any ringer mode. On Android, an unanswered call pauses recording only when the phone is in **Ring** mode — tap **Resume** to continue. See the [Android Troubleshooting](/android/ambient_ai_scribe/troubleshooting#incoming-call-during-recording) guide.
</Note>

### 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.

### 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.

## Note Generation Issues

### 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.

### Note is missing sections or has unexpected formatting

* Verify your *[Custom Formatting](/apple/ambient_ai_scribe/custom-formatting)* rules for the template — a section may be deactivated or set to a format you did not intend.
* Check if a *[Macro](/apple/ambient_ai_scribe/macros)* is overriding content in that section.
* If a *[Dot Phrase](/apple/ambient_ai_scribe/dot-phrases)* is triggering unexpectedly, review your audio triggers for phrases that may match common clinical terms.

### 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 Scribe](/apple/ambient_ai_scribe/scribe-actions#resume-scribe)* to add context and regenerate.

## 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.

## General App Issues

### 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.

### 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.