Troubleshooting Common Maxly AI Scribe Issues

While Maxly AI Scribe is designed for ease of use, occasional issues can arise. This guide covers solutions to some of the most common problems users might encounter.

Audio and Recording Issues

Problem: Poor audio quality or incomplete transcription.

• Solution 1: Check Microphone: Ensure your microphone is correctly selected in the Maxly settings and your operating system's sound settings. Test the microphone to confirm it's working.
• Solution 2: Reduce Background Noise: Minimize ambient noise like conversations, fans, or barking during recording.
• Solution 3: Microphone Placement: Position the microphone appropriately (e.g., closer to the speakers, away from noise sources) as recommended for your device.
• Solution 4: Speak Clearly: Ensure the veterinarian and pet owner are speaking clearly and at an adequate volume.

Problem: Recording doesn't start or stops unexpectedly.

• Solution 1: Check Permissions: Verify that Maxly has permission to access your microphone in your system settings (Windows/macOS).
• Solution 2: Restart Application: Close and reopen the Maxly application.
• Solution 3: Check Internet Connection: A stable internet connection is required for certain functions. Ensure you are online.
• Solution 4: Available Storage: Ensure your device has sufficient storage space if recordings are temporarily stored locally.

Note Generation and Accuracy Issues

Problem: Generated note seems inaccurate or incomplete.

• Solution 1: Review Audio: Listen back to the recording segment within Maxly to confirm if the information was captured clearly in the audio.
• Solution 2: Edit the Note: Manually correct any inaccuracies. The AI learns from your corrections over time, improving future performance.
• Solution 3: Check Template: If using a template, ensure the correct one was selected for the encounter type.
• Solution 4: Report Persistent Issues: If you consistently experience inaccuracies with clear audio, please contact support with examples.

Problem: Note generation is slow.

• Solution 1: Check Internet Connection: Processing relies on cloud servers; a slow connection can impact speed.
• Solution 2: Encounter Length: Longer recordings naturally take more time to process.
• Solution 3: System Load: High server load can occasionally slow processing. Wait a few moments and check again.

Practice Management Integration Issues

Problem: Notes are not syncing to the practice management system.

• Solution 1: Check Connection Status: Verify the practice management system connection status within Maxly settings. Re-authenticate if necessary.
• Solution 2: Verify Patient Match: Ensure the patient selected in Maxly correctly matches the patient record in the practice management system.
• Solution 3: Check System Status: Ensure your practice management system is online and functioning correctly.
• Solution 4: Review Sync Logs/Errors: Check for specific error messages in Maxly related to the sync failure and consult the Help Center or support.

General Issues

Problem: Application is slow or unresponsive.

• Solution 1: Restart Application: The simplest fix is often to close and reopen Maxly.
• Solution 2: Check for Updates: Ensure you are running the latest version of the Maxly application.
• Solution 3: Restart Computer: A full system restart can resolve underlying performance issues.

Still Having Trouble?

If these steps don't resolve your issue, please don't hesitate to:

• Consult the detailed guides in our Maxly Help Center.
• Contact our dedicated Support Team with specific details about the problem you're experiencing.

We are committed to ensuring a smooth experience with Maxly AI Scribe.