If your Aura AI Scribe is capturing your voice perfectly but the patient’s side of the conversation is missing or "silent" in the transcript, the issue is likely related to how your computer handles audio during video calls.
Why is this happening?
Most telehealth platforms (Zoom, Google Meet, Doxy.me, Microsoft Teams) are designed to isolate audio. To prevent echo and feedback, these platforms often take exclusive control of your microphone and speakers, "blocking" other browser tabs or apps from hearing what the patient is saying.
Recommended Solutions
1. Use Two Different Browsers (The Quickest Fix)
If you run your telehealth platform and Aura AI in the same browser (e.g., both in Chrome), the browser often prioritizes the video call and mutes the AI Scribe's access to the patient's audio.
The Fix: Open your telehealth visit in one browser (e.g., Chrome) and log into Aura AI Scribe in a different browser (e.g., Edge, Safari, or Firefox).
2. Install the Aura AI Extension
We have developed a dedicated browser extension specifically to solve this "one-sided audio" problem. The extension allows the AI to better access system audio during digital visits.
Action: Install the extension here: Insight Health Chrome Extension
Note: This is the most effective way to ensure both parties are captured when working on a single device.
3. Check Your Headset Settings
If you are wearing headphones or a headset, the patient's voice is being fed directly into your ears, bypasses your computer's "internal" recording path.
The Fix: If possible, use your computer’s built-in speakers and microphone.
If you must use headphones: Ensure the Aura AI Extension is installed.
4. The "Mobile Backup" Method
This is the most "bulletproof" way to avoid audio conflicts.
The Fix: Keep your telehealth visit on your computer, but log into Aura AI Scribe on your phone or tablet. Place the phone near your computer speakers. This allows the phone to act as a dedicated "ear" for the conversation without competing with your computer's software.
Quick Checklist for a Successful Session
[ ] I am not using headphones (or I have the extension installed).
[ ] Aura AI and my Telehealth platform are in separate browsers.
[ ] I have granted microphone permissions to both the browser and the Aura AI website.
Still having trouble? If it worked previously and suddenly stopped, your browser may have updated its privacy settings. Try clearing your browser cache or re-installing the extension.