Some issues can be resolved with a quick permission, connection, or refresh check. Repeated internal errors, failed saves, missing recordings, and processing failures may require Vero Support to investigate.
Start With One Safe Retry
Copy or note the exact error message.
Confirm your device has an internet connection.
Refresh or reopen Vero, then retry the action once.
If the error repeats, stop retrying and contact Support.
Permission and Network Checks
Microphone: confirm Vero has microphone permission and the correct input is selected.
Hospital or clinic network: tell Support if the issue happens only on that network.
VPN: note whether a VPN was active. You may briefly disconnect it to test only if your organization allows this.
Upload: confirm the file type, approximate size, and whether the same file fails after one retry.
Contact Support Without Further Troubleshooting
Contact Vero Support when:
An error says internal error, processing failed, or audio processor blocked.
A recording segment could not be saved or transcribed.
A note, template, upload, or encounter repeatedly fails to save.
A generated note uses the wrong language despite the selected Output Language.
An encounter appears missing after checking Search and Archived.
What to Send
Open Help in the left sidebar and include:
The exact error message or a screenshot.
The approximate date and time.
A link to the encounter, template, chat, or Evidence conversation.
Your device, operating system, browser or app version.
The action you took immediately before the error.
Do not send passwords, verification codes, or authenticator codes. Do not clear encounters or account data unless Vero Support explicitly confirms that step and explains what will be deleted.