Use this guide when Vero shows an error or an action does not finish. A safe retry may resolve an ordinary error; repeated failures and missing work need Support to investigate.
Start with one safe retry
Preserve unfinished work first
If recording, transcription, or saving is unfinished, keep Vero open. Pause recording if possible. Do not refresh, close, uninstall, or clear data while trying to recover unfinished work. Contact Support if processing or saving is stuck.
Retry only when your work is saved
Copy the exact error message and note the action that failed.
Check your internet connection.
Refresh or reopen Vero and retry the same action once.
If the same action fails again, stop retrying and ask Support to investigate in your existing conversation.
Check the action that failed
Use only the checks relevant to what you were doing. If you have already tried them, share the result with Support instead of repeating them.
Recording or microphone access
Confirm Vero has microphone permission and the correct input is selected. If a recording segment could not be saved or transcribed, keep the encounter open and contact Support.
Uploading an encounter document
Check the file type and approximate size against Uploading Documents as Context. These checks apply to files attached to an encounter.
Creating a template from pasted text
Use an Existing Note and Import a Template use pasted text in the template-creation flow. They are separate from uploading a document to an encounter. If template creation fails again after one safe retry, share the exact error and the creation method with Support; an encounter upload is not a replacement for that action.
Clinic networks and VPNs
Tell Support if the issue happens only on a particular clinic network or while using a VPN. Test a different connection only if your organization's policy allows it. Do not change network settings as a routine response to an unrelated template or formatting error.
When Support needs to investigate
The same action still fails after one safe retry, including creating or importing a template, uploading, processing, or saving.
An error says internal error, processing failed, or audio processor blocked.
Recording, transcription, or saving is stuck, or a recording segment could not be saved.
A generated note uses the wrong language despite the selected Output Language.
An encounter is still missing after checking Search and Archived.
If you are already chatting with Vero Support, continue in that conversation and say what failed and what you already tried. You can ask for a teammate without starting another chat or repeating troubleshooting. A handoff does not guarantee an immediate reply.
What to send
The exact error message and the action that failed.
The approximate date, time, and time zone.
The affected encounter, template, or chat link.
Your device, browser or app version.
Any steps you already tried and what happened.
Share only details you have not already provided. Avoid unnecessary patient information. Never send passwords, verification codes, or authenticator codes.
Do not clear encounters or account data to troubleshoot an error or missing work. Ask Support to investigate first. If you are not already in a support conversation, see Contact Vero Support.