> For the complete documentation index, see [llms.txt](https://runporter.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://runporter.gitbook.io/docs/troubleshooting.md). # Troubleshooting Find help for common issues with the Porter mobile app. Use these guides to troubleshoot problems with recording, uploading, conversations, and signing in. Start with the guide that best matches what you're experiencing. * **Recording** — Troubleshoot issues starting, continuing, or completing a recording. * **Uploading** — Troubleshoot recordings that are waiting to upload or appear stuck during upload. * **Conversations** — Troubleshoot issues finding or viewing recorded conversations. * **Signing in** — Troubleshoot problems signing in to the mobile app. *** ## **Recording**
Porter will not start a recording Almost always the microphone permission. The Record tab replaces itself with **Porter needs your microphone** and an **Open Settings** button when this is the problem — see [Allow microphone access](/docs/porter-for-team-members/microphone-access.md).
The recording stopped by itself Porter ends a recording after a long silence, and tells you afterwards: *"Ended after a quiet stretch. The recording is queued to upload."* Nothing is lost — the recording was saved and queued exactly as if you had tapped Done. If this keeps happening mid-conversation, raise the wait in **Account → Recording settings → End after silence**.
The app closed during a visit Everything recorded up to that moment is on the device. Reopen Porter — the recording appears in your Conversations list and uploads on its own.
I left the recorder screen. Is it still recording? Yes. Look above the tab bar: while a recording is running there is a pill with a live waveform and the running time. Tap it to go back to the recorder. Only **Done** and the silence prompt end a recording.
## **Uploading**
My recording says "Upload pending" and is not moving If you have no signal, that is expected — it will send itself when you are back online, and there is nothing to press. If you are online and it still says Upload pending with a message underneath, an attempt failed for a reason retrying will not fix. **The recording is safe on your phone.** Contact support rather than deleting anything or reinstalling.
"Saved, but too long to send" The recording is over the size limit for a single upload. It is safe on the device and nothing will delete it, but it cannot be sent yet. To avoid it on long appointments, use **Standard** audio quality, which fits about 4½ hours in one recording.
How do I force a retry? You cannot, and you do not need to. Porter retries when you open the app, when you bring it back to the foreground, and when the phone regains a connection.
## **Conversations**
A conversation is stuck on "Still processing" It is taking longer than usual. Nothing is lost — check back later. The audio has already reached Porter by the time you see this.
"This conversation couldn't be analyzed" The transcription or scoring failed. Porter names the stage it stopped at. **The recording is safe**, and any notes you took are still on the conversation. Contact support with the conversation open.
The customer name is wrong or missing Open the conversation and tap **Edit contact** on the Summary tab. To get it right next time, fill in **Name** and **Phone number** on the Record tab before you tap Start recording.
The transcript says "Speaker 1" instead of names Working as intended. Porter can tell the voice changed; it cannot reliably tell whose voice it is, and a confident wrong label is worse than a neutral one. See [Transcript](/docs/reviewing-a-conversation/transcript.md).
## **Signing in**
"That email and password do not match an account" One or both is wrong. Porter deliberately does not say which. Reset your password in the [web app](https://app.distance.so).
"Could not reach Porter" A connection problem, not a password problem. Check your signal and try again.
I was signed out unexpectedly Sessions expire. Sign in again — anything queued on the device is still there and will upload once you are back in.
*** ## What Porter does not do yet See which features and behaviors are not currently supported by the Porter mobile app, so you know what to expect. See [**What Porter does not do yet**](/docs/troubleshooting/what-porter-does-not-do-yet.md). *** ## Need more help? If you still can't resolve the issue, contact your workspace admin or Porter support at [**team@runporter.com**](mailto:team@runporter.com). If the issue involves a recording, **do not delete the app**. An unsent recording may still be stored on your device. Mention that a recording is involved when you contact support.