| Can’t select a patient/patient list actions fail |
The user can’t select a patient in Dragon Copilot for Epic Rover or the app can't load patient context. |
Confirm connectivity. If Wi-Fi is required for patient selection, have the nurse reconnect or move to a stronger signal area and retry. If the patient is already selected, continue with available workflow steps and confirm upload when connectivity returns. |
The nursing user can't select any patient after reconnecting, or all nursing staff report about the same issue. Report to IT/EHR support with device type, location/unit, and time. |
| Recording won't start / recording controls are missing |
The nurse can't start recording or can't find Record/Pause/Stop controls. |
Confirm that the nursing staff is in the correct Epic Rover workflow for ambient documentation. Coach to look for recording controls at the bottom of the Dragon Copilot screen. If an autostart is enabled, confirm recording status via the timer. |
Controls are unavailable or unresponsive, or the nursing staff can't start recording after confirming patient selection and workflow. Report it to the organization admin |
| Preview/Transcript not loading during a shift (especially offline) |
Preview or Transcript tabs show no content while the nurse is working. |
Check if the device is offline. Coach that Preview and Transcript might not display while offline. When connectivity returns, recheck the tabs. Continue patient care; use standard documentation practices if needed until content is available. |
Preview/Transcript still doesn't populate after connectivity returns, or the issue repeats for multiple users. Report it to your organization's admin with device, time, and what the nursing staff is expected to see. |
| Transcript is “missing” after stopping the recording |
The nurse expects to see the Transcript tab, but the recording is completed. |
Coach that the Transcript tab is available when a recording is paused. After stopping, retrieve the transcript during review in the EHR or companion app (if available). Use the transcript as a reference to verify details as needed. |
The nursing staff can't retrieve transcripts in any supported place, or multiple users report missing transcripts. Report it to the organization's admin as an upload/processing issue. |
| AI-generated values look incorrect or incomplete (output issue) |
A flowsheet value looks wrong, missing, or placed in the wrong section. |
Coach the nurse to review the entire flowsheet section, use ambient source (if available) and the transcript to confirm context, then edit the value before filing. Reinforce that review and editing are expected parts of safe use. |
The same type of output issue repeats across multiple nurses/patients, or values are systematically incorrect in a way that prevents safe documentation. Report it with examples (what was said, what appeared, where, and timestamps). |
| Can’t see ambient source/source disappears |
The nurse can't see the ambient source for a value, or it disappears after filing. |
Coach that ambient source is typically available only before filing. If unavailable, use the transcript as the reference for what was captured. Reinforce the sequence: review → confirm → edit → file. |
Source is missing even before filing all AI-generated values, or multiple users report the same problem. Report it to the organization admin |
| Advanced features don’t show what the nurse expects |
The nurse tries to ask about a prior session or expects cross-session details that aren't included. |
Coach scope: certain AI actions apply only to the session or transcripts in the selected context. Coach the nurse to select the correct patient/session and use transcript scan first, then query/summarize based on what is available. |
The nurse can't access advanced features at all (buttons missing) despite expected configuration, or multiple users report missing access. Report it to organization admin with access/licensing/configuration details |