My debrief is stuck in processing

Processing runs in three steps (transcribing the audio, removing patient identifiers, and filling your assessment form) and a few minutes end to end is typical. The debrief’s page shows which step it’s on, and you’ll get a notification on your dashboard when the assessment is ready. You don’t need to keep the page open.

After five minutes without progress, the debrief’s page offers a retry. Longer recordings legitimately take longer to transcribe, so a slow one isn’t automatically a broken one. Retrying is always safe: it re-runs processing on the audio we already have. It never duplicates the debrief and never asks you to record anything again.

The pipeline retries on its own before it declares a failure, so a debrief marked failed has already been attempted more than once. Even so, a manual retry from the debrief’s page resolves most of these. Transient hiccups in transcription happen.

If it fails again after a retry, stop retrying and tell us. At that point the problem is ours to find. Use the button below, because the draft it opens already carries the reference ID shown on the failure screen. If you write to us any other way, quote that ID. It is what points us at the exact recording, and it identifies the debrief without including a word of what was said in it.

Nothing is lost while we sort it out, and you do not have to take our word for that. Your recording stays on your device until processing has actually succeeded, so while a debrief is failing you have the audio in two places at once: on our servers and still on your phone. A processing failure never touches the copy on your device. It is released only once your assessment is ready, or if you discard the debrief yourself. Every retry re-runs on the audio we already have, and never asks you to record anything again.