Troubleshooting & FAQ

Use this guide to resolve common Clara AI issues.

I Do Not See AI Scribe in the Sidebar

Possible causes:

• The tenant feature flag ai-scribe is not enabled.

• You are not logged in as a staff user.

• Cached browser state — try a hard refresh.

If the issue persists, contact your administrator.

Microphone Access Is Denied

Recording requires browser microphone permission.

To fix:

• Open your browser’s site settings.

• Allow microphone access for the site.

• Reopen the Clara popover and start recording again.

“No Recording or Transcript Found” Message

If the Submit page shows this error:

• Return to the Clara header menu.

• Start a new recording or upload audio again.

• If a prior session was interrupted, use the recovery options in the Clara popover.

Generate Button Is Disabled

Confirm required fields are completed:

• A client is selected.

• A valid note target exists (if applicable).

• If linking to a visit, an appointment is selected.

• A recording or transcript is present.

If any required field is missing, the Generate button remains disabled.

Error: Active AI Job Already in Progress

Clara allows only one active AI job per staff user at a time.

To proceed:

• Wait for the current job to complete or fail.

• Then resubmit your new request.

Job Failed

If a job fails:

1. Open the job details to view the error message.

2. Retry with:

   • Clearer audio

   • Slower or clearer dictation

   • Shorter recording segments

3. Delete failed jobs you no longer need to keep your job list clean.

My Custom Template Does Not Appear in the Picker

Check the following:

• The template is starred.

• Refresh the page to reload starred templates.

• Confirm the template’s visibility and ownership settings.

Only starred templates appear in the selection list during generation.

I Cannot Edit a Template

Only the template owner can edit it.

If you are not the owner:

• Duplicate the template.

• Edit your copied version.

Which Audio Types Are Accepted for Upload?

Common supported audio types include:

• audio/webm

• audio/ogg

• audio/mp4 / audio/x-m4a

• audio/mpeg

• audio/wav

Unsupported file types may fail to process.

How Many Context Notes Can I Attach?

You can attach up to 2 previous notes as AI context during generation.

Can I Configure Automatic Transcript Deletion?

A retention-setting feature is planned that will allow configurable deletion timeframes.

Planned range:

• 3 days to 30 days

Intended scope:

• Transcript data

• Generated Clara output artifacts

Is Clara Data Used to Train AI Models?

No. Clara customer data is not used for AI model training.

For full details, see:

Privacy, HIPAA, and AI Training Data Policy