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Troubleshooting

Updated June 2026

Troubleshooting

Common issues and how to resolve them.

App Issues

The app won't start / crashes on launch

  1. Force-close the app and reopen it.
  2. Check for an app update in the App Store or Google Play.
  3. Restart your device.
  4. If the crash persists, uninstall and reinstall the app. Your session history and device ID will be preserved.

Microphone not working / speech not being captured

  1. Confirm microphone permission is granted:
    • iOS: Settings → Privacy & Security → Microphone → MediMic → On
    • Android: Settings → Apps → MediMic → Permissions → Microphone → Allow
  2. Test your microphone with another app (e.g., Voice Memos) to confirm it works at the OS level.
  3. Make sure no other app is actively using the microphone.
  4. Restart the app.

Translation is slow or not appearing

  1. Check your internet connection — a minimum of 1 Mbps is recommended.
  2. Switch from Wi-Fi to cellular (or vice versa) to rule out a network issue.
  3. If on Wi-Fi, move closer to the router.
  4. If the problem persists, end the session and start a new one.

"Session Expired" message

Session access tokens expire after 2 hours. If this happens during a visit:

  1. Tap OK to return to the home screen.
  2. Tap Start Session to begin a new session.
  3. The patient on Two-Device mode will need a new invite link.

If you see this within the first few minutes of a session, your device clock may be out of sync. Go to device Settings → General → Date & Time → Set Automatically → On.

Session Issues

Can't start a session — "You've reached your session limit"

Your guest trial sessions have been used. To continue:

  • Create a free provider account at portal.medimic.ai for additional sessions.
  • Subscribe to an Individual or Team plan for unlimited sessions.

If you believe this is an error, contact [email protected] with your device model and platform.

Session code shows but no one can join

  1. Confirm the patient is using the correct invite link (not an old one).
  2. Invite links expire after 2 hours — generate a new invite from the Session screen → Create Invite.
  3. Confirm the patient's browser supports WebRTC (Chrome, Safari 14+, Firefox, Edge).

Session ends immediately after starting

This can occur if your session token is already expired at the time of creation (device clock far in the future). Sync your device clock: Settings → Date & Time → Set Automatically.

Two devices can't hear each other

  1. Confirm both devices have microphone permission granted to the browser (patient side) or the app (provider side).
  2. Check that both devices have an active internet connection.
  3. On iOS Safari (patient side): The microphone prompt may appear and be dismissed by the user. Reload the page and tap Allow when prompted.
  4. If audio plays on one side but not the other, check the device volume and speaker settings.

Portal Issues

Can't sign in to the portal

  1. Confirm you're using the correct email and password.
  2. Click Forgot Password to reset.
  3. Check your spam folder if you don't receive the reset email.
  4. If your account was created through an organization invite, use the email address the invite was sent to.

Session history shows "[Encrypted — key not available on this device]"

Session transcripts use end-to-end encryption. The decryption key is stored only on the device that created the session. To read the transcript:

  • Open the session from the same device that created it (same phone or tablet).

If that device is no longer available, the transcript cannot be decrypted — this is by design for HIPAA security. The metadata (date, duration, participants) is always visible.

Portal shows sessions from a device I don't recognize

If your account is part of an Organization, sessions from other org members may appear in shared session history. If you see sessions that seem unrelated to your organization, contact [email protected].

Patient / Guest Issues

Invite links are valid for 2 hours. Ask your provider to generate a new invite from their Session screen → Create Invite.

"Invalid or missing session key"

Some messaging apps (WhatsApp, Telegram, some email clients) strip the URL fragment (#…) from links. The session encryption key travels in the fragment.

Fix: Ask your provider to use the Copy Link button and paste it into a plain SMS, or use the Session Code instead and join at portal.medimic.ai/join.

Microphone permission in browser (patient side)

iOS Safari: Tap the AA icon in the address bar → Website Settings → Microphone → Allow.

Android Chrome: Tap the lock icon → Site settings → Microphone → Allow.

Firefox (Android/Desktop): Click the microphone icon in the address bar → Allow.

After granting permission, reload the page.

Can't hear translated audio playback

  1. Check device volume.
  2. Ensure the device is not in silent/vibrate mode.
  3. On iOS, check that the Ring/Silent switch (on older iPhones) is not set to silent.
  4. Some browsers block autoplay audio. Tap the screen once to trigger autoplay after the first translation.

Device Issues

"Device limit reached" when registering

You've reached the device limit for your plan. To add a new device:

  1. Sign in to the portal → Account Settings → Connected Devices.
  2. Revoke an inactive device.
  3. Reopen the app on the new device — it will register automatically.

My device ID changed after reinstalling the app

Device IDs are stored in iOS Keychain / Android Keystore. In some cases these stores can be cleared:

  • iOS: If you restored from an encrypted iTunes/Finder backup, the Keychain may be restored. If you restored from iCloud without an encrypted backup, Keychain items may be lost.
  • Android: Factory reset or clearing app data will wipe the Keystore entry.

If your device ID changed and you had a guest quota, contact [email protected] with the old and new device info and we'll investigate.

Contact Support

If your issue isn't listed here or the steps above didn't help:

  • Email: [email protected]
  • Include: Your device model, OS version, app version, and a description of what you were doing when the issue occurred.
  • Response time: 2 business days (Individual/Team), 1 business day (Enterprise), community response (Free Trial)

For security issues: [email protected]

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