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Android Troubleshooting Guide

Wesley Combs avatar
Written by Wesley Combs
Updated this week

Android Troubleshooting Guide

Article Type: Troubleshooting
​ Target Audience: Android Users
​ Last Updated: January 2026

Overview

Solutions for common issues you might encounter while using Ambient Scribe on your Android device.

Recording Issues

Recording Won't Start

Symptoms:
- Tapping Record does nothing
- Error message appears
- App freezes on record screen

Solutions:

  1. Check Microphone Permission
    - Go to Android Settings > Apps > Ambient Scribe
    - Tap Permissions
    - Ensure Microphone is enabled
    - If disabled, toggle On and try again

  2. Restart the App
    - Go to recent apps
    - Swipe Ambient Scribe away to close
    - Reopen the app and try again

  3. Clear App Cache
    - Android Settings > Apps > Ambient Scribe
    - Tap Storage
    - Tap Clear Cache
    - Reopen the app

  4. Restart Device
    - Power off your device
    - Wait 30 seconds
    - Power back on

  5. Check for Updates
    - Open Google Play Store
    - Search for Ambient Scribe
    - Update if available

Recording Stops Unexpectedly

Symptoms:
- Recording ends without stopping it
- App closes during recording
- Recording pauses on its own

Solutions:

  1. Disable Battery Optimization (Most Common Fix)
    - Android Settings > Apps > Ambient Scribe
    - Tap Battery
    - Select "Unrestricted" or "Don't optimize"

  2. Manufacturer-Specific Battery Settings

Samsung:
- Settings > Device care > Battery
- Background usage limits > Never sleeping apps
- Add Ambient Scribe

Xiaomi/Redmi:
- Settings > Battery > App battery saver
- Find Ambient Scribe > No restrictions

Huawei:
- Settings > Battery > App launch
- Ambient Scribe > Manage manually > Enable all

OnePlus:
- Settings > Battery > Battery optimization
- Ambient Scribe > Don't optimize

Google Pixel:
- Settings > Apps > Ambient Scribe > Battery
- Select Unrestricted

  1. Check Available Storage
    - Android Settings > Storage
    - Need at least 500MB free
    - Delete unused apps/files if needed

  2. Keep Phone Charged
    - Keep phone charged above 20%
    - Plug in for long recordings
    - Battery saver can interrupt recordings

  3. Disable Aggressive Power Saving
    - Turn off Ultra Power Saving Mode
    - Turn off Adaptive Battery (temporarily)

Poor Audio Quality

Symptoms:
- Transcription has many errors
- Audio sounds muffled or distant
- Background noise dominates

Solutions:

  1. Check Microphone Placement
    - Position phone 12-18 inches from speakers
    - Don't cover the microphone
    - Keep phone stationary

  2. Clean the Microphone
    - Use soft brush to remove debris
    - Microphone location varies by phone model
    - Don't use liquids

  3. Remove Phone Case
    - Some cases block the microphone
    - Try recording without case
    - If better, get a case with mic clearance

  4. Reduce Background Noise
    - Close windows/doors
    - Turn off fans, AC, equipment
    - Move away from noisy areas

  5. Use External Microphone
    - USB-C microphones
    - Wired earbuds/headsets
    - Bluetooth headsets

Sign-In Issues

Can't Sign In

Symptoms:
- Error after entering credentials
- "Invalid credentials" message
- Infinite loading spinner

Solutions:

  1. Check Internet Connection
    - Try loading a website
    - Switch between WiFi and cellular
    - Restart WiFi router if needed

  2. Verify Email Address
    - Check for typos
    - Ensure correct email is used
    - Check if using correct account type

  3. Reset Password
    - Tap "Forgot Password"
    - Check email for reset link
    - Create new password

  4. Clear App Data
    - Android Settings > Apps > Ambient Scribe
    - Tap Storage > Clear Data
    - Sign in fresh

  5. Reinstall App
    - Uninstall Ambient Scribe
    - Reinstall from Play Store
    - Sign in again

Verification Code Not Received

Symptoms:
- Requested code but email never arrives
- Code expired before arrival
- "Invalid code" error

Solutions:

  1. Check Spam/Junk Folder
    - Look for emails from clerk.com
    - Mark as "Not Spam"

  2. Wait and Retry
    - Codes can take 1-5 minutes
    - Don't request multiple codes rapidly
    - Wait 60 seconds between requests

  3. Add to Safe Senders
    - Add @clerk.com to contacts
    - Prevents future filtering

  4. Try Alternative Sign-In
    - Use Google or Microsoft sign-in
    - Contact support for manual help

See full email troubleshooting guide

Syncing Issues

Notes Not Appearing

Symptoms:
- Recorded encounter but no note
- Note visible on web but not Android
- Notes list is empty

Solutions:

  1. Pull to Refresh
    - Pull down on notes list
    - Wait for refresh to complete
    - Note should appear

  2. Check Internet Connection
    - Ensure you're connected
    - Try switching networks
    - Notes require internet to sync

  3. Check Processing Status
    - New notes take 1-10 minutes to process
    - Wait for processing to complete
    - Notification will alert you

  4. Sign Out and Back In
    - Settings > Sign Out
    - Sign back in
    - Notes should repopulate

Changes Not Syncing

Symptoms:
- Edits made but not reflected elsewhere
- Different content on different devices
- Sync error messages

Solutions:

  1. Check Internet
    - Stable connection required for sync
    - Try different network

  2. Force Sync
    - Pull down to refresh
    - Wait for completion

  3. Restart App
    - Close and reopen app
    - Triggers sync attempt

App Performance Issues

App Running Slowly

Symptoms:
- Laggy interface
- Slow to respond to taps
- Animations stuttering

Solutions:

  1. Close Other Apps
    - Go to recent apps
    - Close unused apps
    - Frees up memory

  2. Clear App Cache
    - Android Settings > Apps > Ambient Scribe
    - Tap Storage > Clear Cache
    - Does not delete notes or settings

  3. Restart Device
    - Fresh restart clears memory
    - Often fixes performance issues

  4. Update Android
    - Android Settings > System > Software Update
    - Install available updates

  5. Update App
    - Play Store > Your Profile > Manage apps
    - Update Ambient Scribe

  6. Free Up Storage
    - Check available storage
    - Delete unused apps/files
    - Need at least 1GB free for smooth operation

App Crashes

Symptoms:
- App closes unexpectedly
- Returns to home screen
- "Ambient Scribe keeps stopping" message

Solutions:

  1. Update the App
    - Crashes often fixed in updates
    - Check Play Store for updates

  2. Clear Cache
    - Android Settings > Apps > Ambient Scribe
    - Tap Storage > Clear Cache

  3. Clear Data (Last Resort)
    - Android Settings > Apps > Ambient Scribe
    - Tap Storage > Clear Data
    - Warning: You'll need to sign in again

  4. Reinstall App
    - Uninstall Ambient Scribe
    - Reinstall from Play Store
    - Sign back in

  5. Check Storage Space
    - Need space for app to function
    - Delete unused apps/files

EHR Integration Issues

Can't Connect to EHR

Symptoms:
- EHR connection fails
- "Not authorized" error
- Patient context not loading

Solutions:

  1. Launch from EHR
    - Close Ambient Scribe
    - Open patient in EHR
    - Launch Ambient Scribe from EHR
    - This establishes connection

  2. Check EHR Session
    - Ensure you're logged into EHR
    - EHR session may have expired
    - Log back into EHR

  3. Contact IT/Admin
    - EHR integration may need setup
    - Permissions may be missing
    - IT can verify configuration

Patient Data Not Loading

Symptoms:
- Pre-Chart shows no data
- Wrong patient appears
- Demographics missing

Solutions:

  1. Verify Patient Selection
    - Correct patient open in EHR
    - Refresh patient context

  2. Check Pre-Chart Setting
    - Settings > EHR > Pre-Chart
    - Ensure it's enabled

  3. Relaunch from EHR
    - Close Ambient Scribe
    - Reselect patient in EHR
    - Launch again

Notification Issues

Not Receiving Notifications

Symptoms:
- No alert when note is ready
- Missing recording notifications
- Notification settings not working

Solutions:

  1. Check App Notification Settings
    - Android Settings > Apps > Ambient Scribe
    - Tap Notifications
    - Enable all notification channels

  2. Check Do Not Disturb
    - Android Settings > Sound > Do Not Disturb
    - Add Ambient Scribe as exception
    - Or disable DND temporarily

  3. Check Battery Optimization
    - Battery optimization can block notifications
    - Set to Unrestricted (see battery section)

  4. Enable Notification Channels
    - Android Settings > Apps > Ambient Scribe > Notifications
    - Enable each channel:

    • Recording notifications

    • Note completion alerts

    • General notifications

Battery and Data Usage

High Battery Usage

Symptoms:
- Battery drains quickly
- Phone gets warm during use

Solutions:

  1. Expected During Recording
    - Recording uses significant battery
    - Keep phone charged during long sessions

  2. Reduce Usage When Not Recording
    - Close app when not in use
    - Don't leave running in background unnecessarily

  3. Check Battery Health
    - Old batteries drain faster
    - Consider battery replacement if old

High Data Usage

Symptoms:
- Mobile data depleted quickly
- Overage charges

Solutions:

  1. Use WiFi When Possible
    - Connect to WiFi for recordings
    - Reduces cellular usage significantly

  2. Check Data Usage
    - Android Settings > Network > Data usage
    - See Ambient Scribe data usage
    - Set data warning if needed

  3. Restrict Background Data
    - Android Settings > Apps > Ambient Scribe > Mobile data
    - Toggle off "Background data"
    - Note: May affect sync when app is closed

Android Version Issues

Compatibility Problems

Symptoms:
- App won't install
- Features not working
- Display issues

Solutions:

  1. Check Android Version
    - Requires Android 8.0 (Oreo) or later
    - Android Settings > About phone > Android version
    - Update if older than 8.0

  2. Update Android
    - Android Settings > System > Software Update
    - Install available updates

  3. Check Device Compatibility
    - Very old devices may not be supported
    - Contact support to verify compatibility

Getting More Help

Before Contacting Support

Gather this information:
- Phone model (Settings > About phone)
- Android version
- App version (in app Settings)
- Description of issue
- Screenshots if helpful

Contact Support

Email: [email protected]

Include:
- Your account email
- Device information
- Steps to reproduce issue
- Any error messages

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