If you encounter an issue with NotesCentre, work through the relevant section below. If the issue persists after completing the steps, raise a case with the support team.
My note is stuck on Processing
Notes typically move from Processing to Complete within a few minutes. If a note has been stuck on Processing for longer than expected:
Refresh the page and check whether the status has updated.
Log out of NotesCentre and log in again, then check the note status.
If the note is still stuck on Processing, raise a case with the support team and include the note name and the time it was submitted.
My microphone is not working
If NotesCentre cannot access your microphone:
Check that your browser has permission to access the microphone. In Google Chrome, click the padlock icon in the address bar and confirm that Microphone is set to Allow.
Check that no other application is using the microphone at the same time.
Refresh the page and try again.
If the issue persists, try closing and reopening your browser.
đ Note: NotesCentre requires Google Chrome. If you are using a different browser, switch to Chrome and try again. See the What you need to get started with NotesCentre article for browser requirements.
My transcription is inaccurate
If the transcription does not accurately reflect what was said:
Check that the correct transcription language was selected before submitting. See the Choose a transcription language article for steps.
Review your recording environment â background noise is the most common cause of transcription errors. See the Tips and good practice for recording article for guidance.
If transcription quality is consistently poor, raise a case with the support team and include an example note for investigation.
I cannot see a template I need
If a template you expect is not available in the template selector:
Check with your system administrator that the template has been created and assigned to your organisation.
Log out and log in again, then check whether the template appears.
If the template is still missing, raise a case with the support team.
I cannot access NotesCentre
If you cannot sign in or access NotesCentre:
Check that you are using Google Chrome and that it is up to date.
Clear your browser cache and cookies, then try again.
Check with your system administrator that your account has been set up correctly and that NotesCentre has been assigned to your user profile.
If the issue persists, raise a case with the support team and include any error messages you received.
â ď¸ Important: When raising a case, include as much detail as possible â the steps you took, any error messages you received, the browser version you are using, and your device type. This helps the support team investigate more quickly.