You can use this page for basic troubleshooting tips:
Unable to login to application:
Check the following;
- Make sure your username and password are correct
- Make sure you have the correct server selected. (For Canadian customers, choose canada.nvoq.com, for US customers, choose healthcare.nvoq.com)
- Make sure you have internet access. Quick way to test is open a browser (ie: Google Chrome) and make sure you can browse the internet
No text is coming back. May also get an error 'Unable to get audio"
Make sure you have a microphone connected to the computer and that you have selected it in the
Preferences menu
Unable to go into record with keyboard keys
You may have a keyboard conflict with the application you are trying to dictate into. Try choosing a different Record Key in the
Preferences Menu.
Poor recognition results
This one could be a number of reasons but here are some common causes
- If you have multiple microphones connected, make sure that you are using the right one
- While you are dictating, check the level indicator on the app as you speak. It should be green for the most part. Occasional red is OK. If you aren't getting a good level, you may need to adjust your microphone gain
- Make sure you are as consistent as possible when speaking into the microphone. Also, speak in a normal tone and speed. no need to slow down and wait for it.
- Is there any loud background noise? This can affect recognition
If none of these help, let us know and we can investigate further. Please provide you username and the rough time you ran into recognition issues. We can check your profile and should be able to identify the issue.