Recording failed: microphone permission denied
Recording failed: microphone permission denied
The app can’t use the microphone.
- Open the iPhone or iPad Settings app.
- Scroll to OrthOS and turn on Microphone.
- Go back to the app and start the recording again.
Camera access needed or Photo access needed
Camera access needed or Photo access needed
Scanning a printed schedule uses the camera or your photos. In Settings → OrthOS, turn on Camera or Photos.
A recording is stuck uploading
A recording is stuck uploading
Check your connection. Uploads retry on their own and resume when you reopen the app.To check one recording, open More → Recordings and filter by Processing. Open it and tap Retry.
Processing took too long
Processing took too long
Open the recording from More → Recordings and tap Retry.
Recording needs recovery
Recording needs recovery
The app kept your audio on the device but couldn’t finish saving it. Don’t delete the app. Contact support with your app version from the bottom of the More tab.
No report generated
No report generated
Open the report and tap Generate report or Retry report. The audio is kept, so nothing needs to be re-recorded.
I can't use AI editing on a note
I can't use AI editing on a note
Signed notes are locked. Tap Reopen to make changes. AI dictation is also paused while a visit recording is running.
Unsaved changes
Unsaved changes
Notes don’t save on their own. Tap Save before you leave, or choose Keep editing when the app asks.
The note is still being generated
The note is still being generated
The page shows Report is being generated. Click Refresh now to check again.If it’s still not ready after 5 minutes, open the recording and click Retry report, or open the note and click Generate report.
Saved locally — retrying upload (web)
Saved locally — retrying upload (web)
The recording is saved in your browser and the upload will retry. Stay in the same browser, and don’t clear its history or site data until the upload finishes.
Saved elsewhere
Saved elsewhere
Someone saved this note on another device while you were editing. Click Reload latest to see their version, or Copy my text first so you don’t lose yours.
I was signed out
I was signed out
Your session expired. Sign in again. Edits you hadn’t saved are lost, so save as you go.
An intake email won't send
An intake email won't send
The patient needs an email address on their record, and your practice’s schedule time zone must be set in Settings → Profile & Practice.
A patient's intake link expired
A patient's intake link expired
They can tap Send me a new link on the expired page. You can also send a new one from the visit.
I forgot my password
I forgot my password
On the sign-in screen, tap Forgot?, enter your email and tap Send reset link. Open the link from your email, set a new password, then come back to the app to sign in.
Still stuck?
Contact support
Tell us what you were doing, what you saw, and your app version.