My recording did not appear as an entry
What to do when a recording did not appear as an entry, where it goes after you stop, why it may be held or fail to process, and how to retry.
A recording is saved on your device before anything else happens, so it is rarely lost. When no entry appears, the upload is waiting, the processing failed, or the draft landed somewhere you did not look.
Where to look first
Open Entries on the web or your phone:
- Needs attention holds drafts missing a client, matter, time or description.
- Drafts holds drafts ready to review.
- A Processing or Queued row on the phone means the recording is still on its way.
If the recording described several pieces of work, there is one draft for each.
The upload is waiting
- Web: the page says Upload failed and keeps the recording. Choose Retry upload when your connection is back, or Discard recording if it was a mistake.
- Phone: offline recordings are kept on the phone and upload on their own when you are back online. A banner says the app has limited functionality until then.
- Desktop: recordings wait in a queue and upload when the connection returns. The icon's menu shows how many are waiting.
Processing failed
- Phone: a card reads Processing Recording Failed. Choose Yes, Retry, or No, Delete Recording(s).
- Desktop: the card reads Processing failed; the tray menu offers to retry.
- A recording with no recognisable speech (silence, a pocket recording) is retried once and then marked failed. Record again closer to the microphone.
The app or computer stopped mid-recording (desktop)
When you next open the recorder it offers the interrupted recording: upload it as a recording, or discard it. Nothing is uploaded or deleted without you.
Still stuck
Note the time of the recording and which app you used, then email support@caseclock.ai. See Getting help.
Install and microphone
Fixes for the Windows security notice, a hidden tray icon, a microphone that is blocked or denied, a shortcut taken by another program and a stuck update.
Entry will not approve
The reasons an entry is held at Needs attention, why Approve or Send to Clio is not offered, what the exported lock means, and how to take an entry back.