A note I submitted seems to be stuck

If you have clicked submit on a note, but after some time you see that it still says Draft, Draft Processing, or just Processing, it might be "stuck".

In most cases, this is because the audio file from the recording has not yet been uploaded.
Until it has been uploaded, the only thing you can do is open Talkatoo ON THE DEVICE ON WHICH THE NOTE WAS RECORDED.

This is very important - you need to open Talkatoo on the phone or computer on which the note was recorded and let it sit there for 5-10 minutes while it's connected to the internet.

If it's a phone, try to ensure that the screen stays on, as once the screen goes off, many phones severely limit what can happen in the background.

There is nothing that we can do on our side to force the upload, it just needs to be opened and given time.

Below are a couple of things you can do that may help speed things up.

Desktop or Mobile app recording

Since you can record notes on either the mobile app or the desktop app, it's important to be aware of where the note[s] were recorded and perform these steps on that specific device.

Give it a few minutes

Normally uploading a note is quick, but for various reasons including length/size of note, internet connection, available resources on device, and whether you start a new recording immediately etc, it may take longer.

On mobile, open the draft note in question in the Talkatoo app, to allow it to upload. Give it 5-10 minutes for good measure. Check that your device is connected to WiFi if possible, or at least a good data signal.

On desktop, as long as the app is open, it should be working on uploading, but the other factors still apply.

How to know when it's uploaded?

When a segment is uploaded, you will see the transcript for it in the desktop and mobile apps. Currently you do not see transcripts for drafts in the Portal, only the 2 apps, so try to check there.

If audio has not uploaded, it will likely say 0 seconds, and No Transcript.

If there are multiple segments to a note that will not submit, it's possible, even likely, that it's only one of the segments that has not uploaded. If any segments show as 0 seconds, and No Transcript, this is the issue.

When it has finished uploading, you should see the transcript - you may need to refresh the app, or go back to the inbox and then back into the note.

Submit Logs

We want to know anytime this occurs, so it's very helpful if you can submit the logs.

On the mobile app, simply click the profile button on the top right, and then Report a Bug.

On a computer, see here for steps on submitting the logs.

If the app is not up on the screen, it will not be able to send or receive data.

Refresh

In the mobile app, pull down from the top of your screen and release. This will refresh the app in case it's just the display status that has not fully updated. You can also try going to a different tab and then back to the inbox, and pull down to refresh again.

On the desktop app inbox, there is a refresh button on the top right.

Resubmit

Try to click on the note again and resubmit it. If it did not successfully submit previously, it might need to be resubmitted after the refresh and a couple of minutes have passed.

Quit and Relaunch

Quit the app and relaunch it to force a full refresh. Again, you want to Quit, and NOT Sign Out.

On the mobile app, you do this by swiping the app away and then clicking the icon on the home screen to launch it.

On the desktop app, you do this by clicking the 3 dots on the bottom right, and clicking Quit, then relaunching from your desktop or Start menu.

Allow Background Processing (Mobile devices)

If you frequently find the notes are taking a long time to upload or seem to get stuck, the default settings regarding battery usage of the app may be partially to blame.

Android

Android phone settings and layouts can vary significantly between manufacturers and models, so these are guidelines to find the setting.

On your phone, quit the Talkatoo app (swipe it away),
Go to the settings of your Android phone
Go to Apps
Find Talkatoo in the list and click it
Find the entry that mentions Battery (it might be App Battery Usage or similar)
Find the entry that mentions Background Usage and change it from Optimized to Unrestricted.

Once set, Talkatoo will better be able to upload note audio even when the screen is off, or Talkatoo is open in the background. Talkatoo does still need to be running though.
Note that this is the same setting that you may be prompted to set when you first install Talkatoo, but that prompt is not clear in directing you what to do after clicking Yes.

iOS

iOS devices (iPhone and iPad) do not have an equivalent setting, and we have not found any settings that meaningful change the way the app behaves, so it's more important on iOS to ensure that Talkatoo is open on the screen and that the screen stays on while waiting for notes to upload.

Account

If the issue is that absolutely no notes are going through, and not appearing on any other devices, ensure that your account is in good standing. You would likely receive an error message to this effect, but you may not always see it. Verify in the Talkatoo Portal, or with the account holder that your account is active, and not suspended or canceled.
Also check that the account you are using has a seat assigned to you that allows notes to be recorded, ie a Legacy, Ultimate, Support or Notes Only seat.

If none of these things work, and you've submitted the logs as directed, please email us at support@talkatoo.com, and include details on the missing note[s] (number, time, patient name or title if possible). In most cases, the issue has resolved itself already, but we always want to ensure things are working smoothly so don't hesitate to get in touch.