Troubleshooting
No sound, the microphone, an expired sign-in, a stale tab, a barcode that will not scan.
12 articles
- No sound when tapping a phraseCheck the device volume and mute switch first, then Test my voice in Settings.1 min read
- The microphone does not workThe browser needs permission to use the microphone, for Practice and for the Listen button; allow it, or turn it back on from the address bar.1 min read
- The cloned voice or saved phrases are missing on the patient's deviceThe patient's device is almost certainly signed in to a different account; sign in with the family's account or your loved one's own key.1 min read
- Your email was saved with a capital letter or a space, and sign-in could not find itSign-in now ignores letter case, and ExpressAgain support can see exactly how your email is stored, clean it up and email you a one-hour sign-in link, so a capital letter or a stray space never locks you out again.2 min read
- Signed in, but the app looks emptyThe device's sign-in has quietly expired; the app now tells you and sends you back to sign in.1 min read
- Your latest changes are on this device onlyThe app could not reach the server when you saved; the banner says so and Retry saving now sends it up.1 min read
- A menu link opens the wrong pageA tab left open across an update can show stale pages; the app notices and heals itself on your next tap, or reload the page.1 min read
- A barcode will not scan or is not recognizedAmazon-only labels and unknown barcodes are handled by typing the code, taking a picture or adding by hand — and remembered for next time.1 min read
- A link says it has expired or was already usedSign-in links last an hour and work once; invitations and codes work once; ask for a fresh one.1 min read
- Sign-in is paused after too many triesWrong guesses pause sign-in for a few minutes; the number code locks for fifteen minutes after five misses.1 min read
- Photos or videos will not uploadUploads need a steady connection; a shorter clip usually goes through first try.1 min read
- Doctor's Records or the Medical ID are not in the menuThose two appear only once Doctor's Records is turned on; until then the page says Not set up yet. Ask us.1 min read
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