Help Articles

Troubleshooting Common Issues with Mentalyc

As you navigate through your note-taking journey with Mentalyc, you may encounter some challenges along the way. To assist you in overcoming these hurdles, we've compiled a guide with solutions to common issues. Whether you're facing upload failures, transcript errors, or unexpected setbacks, this guide provides detailed solutions to help you get back on track swiftly. Explore the table below for troubleshooting guidance, and regain smooth note-taking experiences with Mentalyc.

Upload Errors

Supported Audio Formats

Mentalyc accepts various audio formats for upload. To ensure compatibility, we recommend using one of the following: MP3, MP4, M4A, OGG, WebM, WEBA, WAV, or AIFF.

Unsupported file formats will not be accepted for upload. If you encounter an error message, try converting your audio file to a supported format before uploading.

Maximum Audio Length

The maximum length of an audio file you can upload depends on your Mentalyc plan:

  • Mini and Basic Plans: 75 minutes
  • PRO and Super Plans: 130 minutes

Tip: If your audio file exceeds the limit, consider splitting it into smaller chunks before uploading.

Upload Failed

The file upload process fails entirely.

  • Check Your Internet: Make sure you have a stable internet connection. Try refreshing the page or switching to a stronger Wi-Fi signal.
  • Try Again: Once your internet looks good, try uploading again.

Undefined Error

You might see this message if there's an unexpected issue processing your upload on our servers. Here's what to do:

  1. Try Again: Sometimes a simple retry can resolve the issue. Click "Upload" again to attempt processing the file once more.
  2. Check Your File: Ensure your file is not corrupted and uses a supported format (MP3, MP4, M4A, OGG, WebM, WEBA, WAV, or AIFF).
  3. Contact Support (if needed): If the error persists after retrying, please contact our support team. They can investigate the issue further and assist you.

Connectivity Errors

Internet Outage During Audio Upload

If your internet connection cuts out while uploading an audio file, the data might not reach our servers. To ensure a smooth upload, try these steps:

1. Check Your Internet Connection:

  • Verify if your internet is working by visiting a website.
  • If you're using Wi-Fi, consider switching to a wired connection for a more stable signal.

2. Re-upload the File:

  • Simply try uploading the audio file again.

3. Recover Recordings and Dictations:

  • If the upload failed for a recording or dictation, you can download it as a file.
  • You can then upload this saved file through the regular upload interface.

4. Restart Your Network Devices (if necessary):

  • If the issue persists, restarting your router or modem can sometimes resolve temporary connection problems.

5. Still Having Issues?

  • If none of these steps work, contact Mentalyc support for further assistance.


Internet Outage During Transcription/Note Generation

Mentalyc can still process your audio offline during an internet outage. You'll be able to access your results once your internet connection resumes.

Transcription Failures

If your audio file transcription fails, there may be several reasons for this. Our 


One of them is the improper choice of speakers during setup. However, even a wrong choice usually produces a transcript. In this case, listen to the audio file to determine if the transcription was adequate. If so, you can report the problem for investigation. 

There are a few reasons why your audio transcription might fail:

  • Improper Speaker Selection (During Setup): While an incorrect speaker selection can occur, it usually still generates a transcript.

Here's what you can do:

  1. Review the Transcript: Listen to the audio and see if the transcript, though generated with the wrong speaker selection, captures the content adequately.
  2. Report the Issue: If the transcript is inaccurate, you can report the issue for our team to investigate.

Additional Tip:

  • Ensure your audio file is clear and free of background noise for better transcription accuracy.

File has no sound

If you upload a file and see a flat line or no waveforms in the audio preview, it means the file doesn't contain any recorded audio data. Here are some possible reasons:

  • No Recording: The file might be empty or the recording process might not have captured any sound.
  • Corrupted File: The file itself could be corrupted during recording or saving.

Audio contains breaks

If you see silent sections represented by gaps in the audio preview (flat lines between waveforms), it means your recording has breaks or silent moments.

This might be intentional, depending on the content.

However, if these breaks are unwanted, here are some things to consider:

  • Review the Recording: Listen to the audio and determine if the breaks disrupt the flow of information you want to capture.
  • Edit the Recording (Optional): If the breaks are unwanted, consider using editing software to remove them before uploading to Mentalyc.

Note: Mentalyc will process the entire uploaded file, including any silent sections.


Multiple sessions in a single file

If you see a large gap or silence within the audio preview (long flat line between waveforms), it might indicate your recording captured two sessions in one file.

Mentalyc doesn't automatically split sessions when reaching the time limit.

Here's how to avoid this:

  • End Sessions on Mentalyc: Make sure you end the recording of a session before starting a new session. This ensures each recording is uploaded as a separate file.

AI Returns empty

In some cases, our AI might not be able to generate a transcript from your uploaded audio. Here's how to troubleshoot:

  1. Check the Generated Note: Open the note associated with the audio and see if the transcript section is empty.
  2. Verify Audio Quality (if transcript is empty): If there's no transcript, follow the steps in "File has no sound" to confirm your audio file contains sound and is not corrupted.

Possible Reasons for Empty Transcripts:

  • Low Audio Quality: Background noise, muffled speaking, or poor recording conditions can hinder transcription accuracy.
  • Unsupported Languages: Mentalyc might not support the language spoken in your audio file.

Transcript Worked, Note Generation Failed

In some rare cases, your audio might transcribe correctly, but Mentalyc's AI may not be able to generate a corresponding note. Here's what to do:

  1. Review the Transcript: Click on the card to access the full transcript. Carefully review it for accuracy and completeness.
  2. Identify Potential Issues: Look for any issues in the transcript that might hinder note generation, such as:
    • Missing sections: If parts of the audio were not transcribed, the AI might not have enough information to create a note.
    • Technical errors: While uncommon, there could be occasional glitches during processing.

If the transcript seems accurate:

  • Contact Support: If the transcript is correct but no note is generated, our support team can investigate the issue further and assist you.

Uploading the Same Failed File

If you're trying to upload a file that failed processing earlier, there are a couple of things to consider:

  1. Check Audio Quality: Make sure the audio hasn't been corrupted and refer to "Audio Quality Problems" for troubleshooting tips. Resolve any identified issues (noise, breaks, etc.) before retrying the upload.
  2. Consider File Changes: If you've modified the original file (e.g., edited out background noise), try uploading the revised version.

Silence in File

Mentalyc's note generation relies on analyzing spoken content. Uploading a file with extensive silence or lacking sufficient audible information might prevent successful note creation.

Here's how to troubleshoot:

  1. Review the Recording: Listen to the audio file and confirm it captured the intended content with minimal silent sections.
  2. Minimum Audible Content: Ensure your recording has at least 5 minutes of clear speaking for optimal processing.

Tips for Better Recordings:

  • Minimize Silent Sections: Edit out long pauses or unnecessary silence before uploading.
  • Focus on Spoken Content: Avoid uploading files with extended periods of background noise or minimal talking.

Subscription

Out of Notes

It looks like you've used all the note generation credits included in your current Mentalyc plan. No worries! Here's how to keep going:

  • Renew Your Subscription:  If your plan has expired, simply renew your current subscription to regain access to note generation.
  • Upgrade Your Plan: Upgrading to a higher plan will grant you more note generation credits. You can find plan options and details on our pricing page.


We hope this guide helps you navigate any challenges you encounter while using Mentalyc. Happy note-taking!




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List of needed articles

  1. Bad Transcript
  2. AI Returns Empty
  3. Trim Files
  4. How to provide information to the AI (provide detailed information) be clear. (Do not need)
  5. How to check remaining note 
  6. Regenerate Intake note to Progress Note Vice Versa
  7. how to record Side by Side (in-online)
  8. How to play .webm audio session on iPhone
  9. Best Practicles while dictating/recording 
  • What do if the recording was stopped (Internet connection, server down)
  • Record in different devices for in online session (Recording)
  • Best way to setup your device for In person session
  • Finalize recording to start other session
  • How to review your recorded session (.webm) on iPhone (Using the Play Icon  / after downloading use third-party app)