See Mobile App: Recording on a Phone or Tablet for more detail if you're recording on a phone or tablet.
Best Practices
On a phone or tablet, record in the HappyDoc app. A browser on a phone or tablet is a last resort, for when the app isn't available. On iPhones and iPads in particular, every browser, including Chrome, runs on the same engine underneath, and the device can discard a browser recording while still showing it as saved. If you have to use a browser, keep the HappyDoc tab open and on screen until the recording has uploaded, and switch to the app as soon as you can.
Avoid Safari on a Mac as well. Its handling of permissions and background tabs puts recordings at risk, including muting the microphone when several tabs are open. Use Chrome.
Avoid Refreshing While Uploading or Recording. Refreshing or closing the tab during recording leaves HappyDoc unable to save the recording and your recording will be lost. If you refresh during upload, it's possible that the file upload will be canceled while it's still in processing. If this happens, we'll automatically retry. If it fails, you'll see an error. On a computer, open your profile menu and choose Incomplete Uploads, check both the Incomplete Uploads and Local Recordings tabs, and upload anything listed. On iPhone and iPad this is called On Device. On Android it's called Incomplete Uploads.
Avoid Private Browsing or Incognito Mode. This can degrade HappyDoc's ability to retry in case of internet failures.
FAQs
Q: How do I recover a clip that was deleted or appears to be missing?
A: Click the Recycle Bin icon at the top of HappyDoc (or open Settings, then Recycle Bin), search for the patient, and click Restore.
Q: A clip has said âProcessingâ for a long time and seems to be stuck. What can I do?
A: Clips can take different lengths of time to process. Some recordings take longer to process than others, particularly longer ones. If your clip has not been processed after 10 minutes, you can try the following steps:
A. Refresh the patient page
B. Open your profile menu and check the recordings still held on the device. On a computer this is Incomplete Uploads, with two tabs, Incomplete Uploads and Local Recordings. On iPhone and iPad this is called On Device. On Android it's called Incomplete Uploads. If anything is listed there, select the clips and retry the upload. You have to do this on the same device that made the recording, including when the recording was made in the mobile app.
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Q: My recordings spin and then disappear instead of showing an error.
A: Try signing out of HappyDoc and signing back in, then record a short test. If your session has gone stale, HappyDoc will still let you record but the upload has nothing valid to sign in against, so it spins and then vanishes rather than failing with a clear message. Signing out and back in resolves it. If recordings still disappear after that, send us the patient name and the time of the visit.
Q: HappyDoc says the transcript is blank. What can I do?
A: Play the recording back first, because that tells you which of two problems you have.
If you can hear the conversation, the audio is fine and processing just failed. Select Retry to send it through again.
If it plays back silent, retrying won't help, and it's worth knowing that now rather than after several attempts. There's no audio in the file to work from, so the visit will need writing up by hand. The cause is almost always on the device rather than with us: a microphone muted, unplugged, or the wrong input selected. Before the next visit, record thirty seconds and play it back to confirm you can hear yourself.
Either way, if you'd like us to confirm what reached us, send the patient name and roughly what time the visit was.
Q: HappyDoc shows a microphone error while trying to record. How can I resolve this?
A: If youâre using a third party microphone, make sure it is connected to the correct source and permissions have been allowed on both your device and in your browser. This needs to be allowed in HappyDoc and in your browser settings.
Q: My note won't export, and the export control is greyed out.
A: The most common cause is that the visit was started with Quick Start, by typing a patient name, rather than coming from your practice system. A visit created that way has no patient record attached to it, so there's nowhere for the note to export to.
You can fix this yourself without re-recording:
Find the appointment for that patient that came from your practice system. It's marked with a circular arrow.
Open the visit that has your recording on it.
Click the three dots next to the recording and choose Move Clip.
Move it onto the synced appointment.
Generate the document there. Export will now be available.
If the appointment never came across from your practice system in the first place, that's a different problem, so tell us the patient name and the time and we'll look.
Q: I recorded more than one clip but not all of them were used in my document.
A: A clip that hasn't been used in a document will display as yellow. Usually this is because the recording was stopped with Stop and Close rather than Stop and Generate, so it was saved but no document was made from it. You can generate at any time afterwards by choosing a document type from the dropdown in the patient view.
If you did generate and a clip still wasn't included, or content appeared that you had deselected, tell us. That's something we're working on rather than anything you've done wrong, and the patient name and visit time let us look at the specific case.
Q: My phone says the recording uploaded, but I can't find it on my computer.
A: Your phone is probably right. What usually happens is that the recording reached us fine, but the visit it belongs to isn't showing in your list, so there's nothing to open it from. Check the date the visit was created, since a recording started by typing a patient name lands on today rather than on the appointment date, and search for the patient by name in the search bar at the top. If it still doesn't appear, send us the patient name and the time and we'll find where it landed.
Q: I don't see my patients or HappyDoc won't load all of my patients.
A: First, check that Select Resources is set to the right doctor or to All Resources, and that Ongoing, Review and Finalized are all turned on (and, if you recorded on the Android app, that the patient was recorded under the expected doctor). If so, try a hard refresh (Cmd+Shift+R). If that doesn't work, reach out to support and be sure to include an example patient name.
Q: What kind of information should I share with support to help expedite the troubleshooting process?
A: Please have the patient name, date & time of visit, and a detailed description of your issue. It is also helpful to check your version number if you're on mobile. On Android, swipe from left to right and you'll find the version number at the bottom of the left menu. On an iPhone or iPad, you'll find it in the app's Settings.
Q: How long can I record for a single visit?
A: 3 hours!
Q: Can HappyDoc be used in other languages?
A: Yes! You can have a patient visit in a language other than English and your document output will automatically be translated to English. Need the record in another language? Open Settings, then Documents, copy or create a custom document, open Advanced Settings and choose the Output language. Or tell us and we'll help.
Q: I recorded on the wrong patient, can I move the recording?
A: Yes. Open the visit, click the three dots next to the recording and choose Move Clip. In the Move Recording window, search for the correct patient and confirm.
Q: How long do you keep my recordings and records?
A: Everything that reaches our servers is kept, and stays available in HappyDoc. The copy held temporarily on your phone or tablet is different: that's a short term safety net so a recording isn't lost if the network drops, and it's cleared once the recording has uploaded. So the working answer is that anything which has uploaded is safe with us, and the copy on your device isn't where your records live.
Q: I need access to the audio file for one of my visits. How can I retrieve this?
A: Open the visit, click the three dots next to the recording and choose Download Clip. If the recording isn't there, send us the patient name and the date and time of the visit.