Issue
A note is not uploading, or is stuck processing, after you record a patient encounter. Abridge normally processes and uploads your note automatically, but the note continues to show an uploading or processing status and does not complete.
Steps to resolve
- Confirm you have a strong internet connection. Turn Wi-Fi off and back on, then confirm you are on a stable Wi-Fi or cellular network.
- Keep the app open and connected. Most uploads complete within a few minutes.
- Close other apps that may be competing for upload bandwidth, then check whether the note resumes processing.
- Restart the Abridge app. Close the app, wait 15 seconds, then reopen it and check whether the note status has updated. Do not log out — logging out may cause data loss.
- Wait up to 15 minutes. Processing can take longer after a long or complex encounter.
- Check Epic for the note. Sometimes the note populates in Epic even if the Abridge app still shows an uploading status.
- Contact your Abridge support team if any of the following apply:
- The note is still stuck after 30 minutes
- The note shows an error message, not just an uploading status
- The note is missing from both Abridge and Epic after waiting
- You see a message indicating the note was deleted or removed
- Have the following ready when you contact support:
- Date and approximate time of the recording
- Patient encounter type, such as office visit or telehealth
- Device and app version
- Any error messages displayed
Additional notes
When Abridge recovers automatically
Abridge automatically retries failed uploads when:
- Your device reconnects to the internet
- The app is reopened after a connectivity interruption
- A temporary server delay resolves
You do not need to re-record the encounter in these cases.
If a note cannot be recovered
Abridge does not store audio after a note is processed. If a note fails permanently and cannot be recovered, you may need to document the encounter manually.
Common causes
- Weak or lost internet connection during or after the recording
- App closed too early, before the upload completed
- Server-side processing delays during periods of high demand
- Missing recording signal — the system did not detect a clear conversation end, which can delay processing
- Session timeout — your Epic or Abridge session expired before the note was delivered
Related troubleshooting
- Wi-Fi connectivity issues — how to confirm whether the problem is with your network or with Abridge, and how offline recording works when your device has no connection.