Troubleshooting Common Errors messages

At Mentalyc, we strive to provide a seamless experience for all our users. However, you might occasionally encounter errors while using the app. This guide will help you understand and resolve the most common issues related to session processing, transcription, and note generation.

1. Upload Failed

Error Message: We were unable to process your session. Please check your internet connection and resubmit.

Possible Causes:

• Unstable or weak internet connection.
• Temporary server issues on the Mentalyc platform.

Solutions:

1. Check Your Internet Connection: Ensure you have a stable internet connection. Try restarting your router or switching to a different network.
2. Resubmit the Session: After verifying your connection, attempt to upload the session again.
3. Try Again Later: If the problem persists, it might be a temporary server issue. Wait a few minutes and try again.

2. Undefined Error

Error Message:

Undefined error: We were unable to process your session. Please resubmit. If the problem persists, please contact customer support.

Possible Causes:

• An unexpected issue occurred during session processing.
• System glitch or bug within the app.

Solutions:

1. Resubmit the Session: Attempt to upload your session again.
2. Contact Customer Support:

• If the error continues, contact our support team for further assistance.
• Provide details about the issue, including any steps you took before encountering the error.

3. Transcription Failed

Error Message:

We were unable to transcribe your session. Please resubmit and check your settings.

Additional Instructions:

Please check the quality of the recording and the number of speakers selected. Learn how to check here. Not making any changes will result in the same error.

Possible Causes:

• Poor audio quality making transcription difficult.
• Incorrect number of speakers selected in settings.

Solutions:

1. Verify Recording Quality:

• Ensure the audio is clear with minimal background noise.
• Avoid overlapping conversations if multiple speakers are involved.

2. Check Speaker Settings:

• Confirm that the number of speakers selected matches your session.
• Adjust the settings if necessary.

3. Resubmit the Session:

1. After making the necessary adjustments, try uploading the session again.

4. Note Generation Failed

Error Message:

We were unable to generate a note for your session. Please open the note to review the transcript.

Additional Instructions:

We were unable to generate the note from this transcript. Please verify if the number of speakers and their assignment are correct. Learn how to check here. Double-check if this file represents the correct session. Not making any changes will result in the same error.

Possible Causes:

• Incorrect number of speakers or misassigned speakers in the transcript.
• The uploaded file does not correspond to the intended session.

Solutions:

1. Review the Transcript:

1. Open the note to examine the transcript for any discrepancies.

2. Verify Speaker Information:

• Ensure that the number of speakers and their assignments are accurate.
• Adjust the speaker settings if needed.

Confirm the Correct File:

1. Make sure the uploaded file is the correct recording for the session you intend to process.
2. Learn How to Check Here: Re-processing Errors article
3. Resubmit the Session: After making the necessary corrections, attempt to generate the note again.

5. Same File Uploaded Multiple Times

Error Message:

This file previously failed processing. Please resubmit and check the audio and your configuration.

Possible Causes:

• Attempting to upload the same file multiple times without addressing the initial issue.
• Persistent issues with audio quality or configuration settings.

Solutions:

1. Check Audio Quality:

• Ensure the audio is clear and free from excessive background noise.
• Re-record the session if necessary.

2. Review Configuration Settings:

• Verify that your settings (e.g., number of speakers) are correctly configured.

3. Avoid Repeated Uploads:

• Do not upload the same problematic file repeatedly without making adjustments, as it will continue to fail.

4. Resubmit with Corrections:

• After addressing the audio and configuration issues, upload the file again.

6. Recording No Longer Available

Error Message:

Recording no longer available: We were unable to process your session. The recording is no longer available. If you still have the recording, you can upload it again.

Possible Causes:

• The original recording file has been deleted or moved.
• File corruption preventing access.

Solutions:

1. Locate the Original Recording: Find the original audio file on your device or storage location.
2. Re-upload the Recording: If you still have access to the recording, upload it again to the Mentalyc app.
3. Check for File Corruption: Ensure the file is not corrupted. Play the recording to confirm it works properly.
4. Contact Support if Necessary: If you no longer have the recording or encounter issues re-uploading, contact our support team for assistance.

Additional Resources

• https://www.mentalyc.com/help-articles/reprocessing-errors
• Contact Customer Support

We hope this guide helps you resolve any issues you encounter on the Mentalyc app. For further assistance, please do not hesitate to contact our support team.