Find your problem below for a quick fix. If you're still stuck, contact Lyrebird Support. Leave out patient names: the date and time are enough.
Applies to: All plans · Best Practice only
Lyrebird is slow, or Bp freezes or closes
Close patient files and Lyrebird windows you've finished with. Keep 3 to 5 patient files open at most.
Close Bp completely and reopen it. Do this daily and over lunch.
Clear the Lyrebird cache: right-click in Lyrebird, choose Inspect → Application → Clear site data, then reopen Lyrebird. If Inspect isn't there, use the EBWebView steps.
End the consult in Lyrebird before you end the visit in Bp.
If several people are affected, ask your IT provider to restart the Bp server.
Full steps and how to send us your Bp error log: Why is Lyrebird slow, crashing, or showing a WebView error in Bp Premier?
Lyrebird is blank or shows a WebView error
Close Bp completely and reopen it. If that doesn't fix it, reset Lyrebird's browser files:
Close Lyrebird and Best Practice completely.
Press Windows + R, type %APPDATA% and click OK.
In the file path at the top of the window, click AppData.
Open the Local folder, then the Best Practice folder.
Delete the folder named EBWebView. It only holds temporary files, and Best Practice creates it again.
Reopen Best Practice, open a patient file and open Lyrebird.
⚠️ Heads up
Still happening? Ask your IT provider to check security software and repair WebView2. Don't edit the Windows registry yourself. See Why is Lyrebird slow, crashing, or showing a WebView error in Bp Premier?
I can't see the L button to open Lyrebird
The L button only appears when you start a patient visit, not when you're just viewing a record.
Open the appointment book.
Select Start Visit.
The Lyrebird "L" will appear
If you are returning after a completed visit, you can re-open the visit to access Lyrebird.
You can also open the record with the filing cabinet button on the main page of Bp.
Still missing? Ask your Bp administrator to refresh the integration:
In Bp, go to Setup → Configuration.
Select Database → Setup third-party integrations.
Find Lyrebird Health, untick it, tick it again and click Save.
Open a patient record and open Lyrebird to check.
Lyrebird asks me to log in for every patient
Your Bp Account Key may not match. Copy it again and paste it into Bp: see Link your Lyrebird account. If that doesn't work, refresh the integration as above.
I see "Unable to Contact Lyrebird Scribe Api"
This can happen if the integration isn't turned on, or after you update Best Practice. Refresh the integration as above. If it continues, ask your IT provider to restart the Bp server and the Halo server.
Restart the Bp Server
Lyrebird can't hear me
If you see No speech detected. Please check your microphone settings, see Allow Lyrebird to use your microphone and Using a remote desktop.
I see a "Leave Site" pop-up, or Start listening needs two clicks
Both are fixed in Bp Premier Oxford 1.14.0.1114 and later, so ask your practice to update Bp.
Leave Site pop-up: wait a moment until the pop-up appears, click Cancel. Lyrebird keeps recording as usual.
Start listening jumps or needs two clicks: open Lyrebird, wait a few seconds for Bp to finish loading the window, then click Start listening.
Lyrebird shows the previous patient
Each Lyrebird window stays linked to the patient you opened it from. Close it, then open Lyrebird from the current patient's file. See One Lyrebird window per patient.
My note or letter isn't in Bp
Notes save to Today's notes.
Bp referral letters and care plans save to Correspondence Out.
Documents from standard Lyrebird templates (with the LB logo) or Customise → Document templates don't save to Bp. Copy and paste them instead.
If you've checked these folders and still can't see it, press F5 on your keyboard, or go to View → Refresh, in Bp.
Also check you saved from the right patient's Lyrebird window.
My referral letter greets the patient, not the recipient
Your letterhead template is probably missing the Recipient name and Recipient address details fields. Add them, then use Select addressee. See Edit a referral letter template.
My letterhead says "not recorded"
[Practice phone not recorded] or [Practice email not recorded] means that detail is blank in your Bp practice details. Ask your practice manager to add it in Bp.
Template suggestions don't match my specialty
Lyrebird suggests documents and templates based on your Field of Practice. If you signed up through Best Practice, it may be set to General Practitioner.
Open Lyrebird in your web browser, not in Bp.
Go to Settings → Profile.
Change Field of Practice to your specialty and save.
I'm on Bp Free but still see usage limits
Check your Bp Account Key is linked (see Link your Lyrebird account) and that you log in through Bp. Some features have limits on Bp Free: see Bp Free.
Not seeing your question?
Our support team is happy to help.
Live Chat: click the blue LiveChat icon in the bottom right corner of Lyrebird.
Email: [email protected]
Phone: +61 483 964 067