Work through the section that matches what you see.
The start button is disabled
- Tick I confirm all parties consented to recording this visit. The button stays disabled until you do.
- The visit is signed. Live transcription is for unsigned visits; add an amendment instead.
- You are signed in as an assistant or administrator. Only clinicians can start a live session.
- You already have a live session open for this visit in another tab. Stop that one first.
- The panel says live transcription is not configured, or there are not enough credits. A practice manager can check Usage and plan.
The browser does not ask for the microphone, or blocks it
- Select the icon to the left of the address bar and allow Microphone for app.useterra.si.
- On a Mac, open System Settings → Privacy & Security → Microphone and make sure your browser is allowed.
- Close other apps that may be holding the microphone, such as a video call.
- Reload the page and try again.
Terra asks for the microphone before it starts a session, so a refused microphone never uses credits.
No words appear
- Check the input device in your browser or system settings. A headset or external microphone may be selected but unplugged.
- Speak normally from about an arm's length. Very quiet audio can take a moment to form a turn.
- Use a current Chromium-based browser such as Chrome or Edge.
Speakers are wrong
Speaker labels from the provider are neutral (A, B…). Assign the correct role to each speaker when you review the text after stopping. The first speaker starts as Clinician and the second as Patient, so a patient who speaks first needs swapping.
The session dropped
If the connection drops, Terra reconnects once and keeps the turns already finalized. If it cannot, stop the session and review what was captured. You can append it and start another session for the rest of the visit.
If the provider never confirmed the end of the session, its credits stay held until a practice manager reconciles them. See Credits held or a draft discarded.
Something not match what you see? Tell us
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