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Common Issues

Upload failures, processing errors, sync issues, integration problems, authentication errors.

Common Issues

Upload Failures

If you're experiencing issues uploading recordings, try these solutions:

File Format Issues

Problem: Upload fails with "Unsupported file format" error.

Solutions:

  1. Verify your file format is supported:
  • Video: MP4, MOV, AVI
  • Audio: MP3, M4A, WAV, AAC
  1. Check file extension matches the actual format
  2. Try converting the file to a supported format using a media converter
  3. Ensure the file isn't corrupted

File Size Issues

Problem: Upload fails with "File too large" error.

Solutions:

  1. Check your file size against the platform limits:
  • Free Plan: 500 MB per file
  • Pro Plan: 2 GB per file
  • Enterprise Plan: 5 GB per file
  1. Compress your video/audio file using media compression tools
  2. Split large recordings into smaller segments
  3. Consider upgrading your plan for larger file size limits

Network Issues

Problem: Upload fails or times out during upload.

Solutions:

  1. Check your internet connection stability
  2. Try uploading from a different network (switch from WiFi to mobile data or vice versa)
  3. Pause other bandwidth-intensive activities
  4. Try uploading during off-peak hours
  5. Use a wired connection instead of WiFi if possible
  6. Clear browser cache and cookies
  7. Try a different browser

Tip: For very large files, consider using the desktop app if available, which may handle uploads more reliably.

Browser Issues

Problem: Upload button doesn't work or drag-and-drop doesn't function.

Solutions:

  1. Update your browser to the latest version
  2. Clear browser cache and cookies
  3. Disable browser extensions that might interfere (ad blockers, privacy tools)
  4. Try using a different browser:
  • Chrome (recommended)
  • Firefox
  • Safari
  • Edge
  1. Enable JavaScript in your browser settings
  2. Check if pop-up blockers are interfering

Processing Errors

If your recordings fail to process or get stuck in processing:

Processing Stuck

Problem: Recording shows "Processing" status for an extended period.

Solutions:

  1. Wait Time: Processing can take 2-5 minutes per hour of recording
  • 1-hour recording: ~2-5 minutes
  • 2-hour recording: ~4-10 minutes
  • Very long recordings may take longer
  1. Refresh the Page: Sometimes the status doesn't update automatically
  2. Check Processing Queue: Go to Settings → Recordings to see processing status
  3. Manual Reprocessing:
  • Open the recording details page
  • Click "Reprocess" if available
  • Wait for processing to complete
  1. Contact Support: If processing is stuck for more than 24 hours, contact support with the recording ID

Processing Failed

Problem: Recording shows "Failed" status after upload.

Solutions:

  1. Check File Quality:
  • Ensure audio/video quality is sufficient
  • Very low-quality recordings may fail to process
  1. Verify File Integrity:
  • Re-download the original file
  • Try uploading again
  1. Check Audio Track:
  • Ensure the file contains an audio track
  • Video-only files without audio cannot be transcribed
  1. Reprocess Recording:
  • Open the recording details
  • Click "Reprocess" to retry processing
  1. Contact Support: If reprocessing fails, contact support with:
  • Recording ID
  • File format and size
  • Error message (if any)

Poor Transcription Quality

Problem: Transcription accuracy is low or missing words.

Solutions:

  1. Audio Quality:
  • Ensure clear audio with minimal background noise
  • Use a good microphone for future recordings
  • Reduce echo and background noise
  1. Speaker Clarity:
  • Speak clearly and at a moderate pace
  • Ensure all speakers are audible
  1. Language Settings:
  • Verify the correct language is selected
  • Check if multiple languages are being spoken
  1. Reprocess with Settings:
  • Some recordings may benefit from reprocessing
  • Check if language detection was correct
  1. Manual Editing:
  • Use the transcript editor to correct errors
  • The AI learns from corrections over time

Sync Issues

Calendar Not Syncing

Problem: Meetings from your calendar aren't appearing in the platform.

Solutions:

  1. Verify Connection:
  • Go to Settings → Integrations
  • Check if your calendar is connected
  • Look for connection status indicators
  1. Reconnect Calendar:
  • Disconnect the calendar integration
  • Wait 30 seconds
  • Reconnect and re-authorize
  1. Check Permissions:
  • Ensure you granted calendar read permissions
  • Verify permissions in your calendar provider's settings
  1. Manual Sync:
  • Use the "Sync Now" button in integration settings
  • Wait for sync to complete
  1. Check Date Range:
  • Calendar sync typically covers the last 30 days and next 90 days
  • Older or far-future meetings may not sync
  1. Verify Meeting Format:
  • Ensure meetings have proper titles and times
  • Check if meetings are marked as "All Day" (may not sync)

Sync Delays

Problem: Calendar changes take too long to appear in the platform.

Solutions:

  1. Sync Frequency:
  • Check your sync frequency settings
  • Increase sync frequency if needed (may impact performance)
  1. Manual Sync:
  • Use "Sync Now" for immediate updates
  1. Check Calendar Provider:
  • Verify your calendar provider's service status
  • Some providers have sync delays
  1. Wait Period:
  • Automatic syncs can take 5-15 minutes
  • Be patient for automatic updates

Integration Problems

Integration Connection Fails

Problem: Unable to connect an integration (Jira, Salesforce, etc.).

Solutions:

  1. Check Credentials:
  • Verify your credentials are correct
  • Ensure you have the right permissions in the third-party service
  1. Verify Service Status:
  • Check if the third-party service is operational
  • Visit their status page
  1. Check Permissions:
  • Ensure you have admin or appropriate permissions
  • Some integrations require specific permission levels
  1. Clear Browser Cache:
  • Clear cookies and cache
  • Try in an incognito/private window
  1. Re-authenticate:
  • Disconnect the integration
  • Wait a few minutes
  • Reconnect with fresh authentication
  1. Check API Limits:
  • Verify you haven't exceeded API rate limits
  • Wait for rate limit reset if needed

Integration Sync Errors

Problem: Integration syncs are failing or incomplete.

Solutions:

  1. Review Error Messages:
  • Check the integration status page
  • Look for specific error messages
  1. Check API Status:
  • Verify the third-party API is operational
  • Check for known issues
  1. Verify Data Format:
  • Ensure data meets the integration's requirements
  • Check field mappings
  1. Review Permissions:
  • Verify permissions haven't been revoked
  • Re-authenticate if needed
  1. Check Rate Limits:
  • Review API usage
  • Wait for rate limit reset
  1. Contact Support:
  • If errors persist, contact support with:
 - Integration type

 - Error messages

 - Sync logs

Authentication Errors

Login Issues

Problem: Unable to log in to your account.

Solutions:

  1. Verify Credentials:
  • Double-check email and password
  • Ensure Caps Lock is off
  • Check for typos
  1. Password Reset:
  • Use "Forgot Password" link
  • Check your email for reset instructions
  • Create a new password
  1. Email Verification:
  • Ensure your email is verified
  • Check spam folder for verification emails
  • Request a new verification email if needed
  1. Two-Factor Authentication:
  • If 2FA is enabled, ensure you're entering the correct code
  • Use backup codes if available
  • Wait for new code if current one expired
  1. Account Status:
  • Verify your account hasn't been suspended
  • Contact support if account access is restricted
  1. Browser Issues:
  • Clear cookies and cache
  • Try a different browser
  • Disable browser extensions

Session Expired

Problem: Getting "Session expired" errors frequently.

Solutions:

  1. Session Duration:
  • Sessions expire after a period of inactivity
  • Log in again to refresh your session
  1. Stay Active:
  • Interact with the platform regularly
  • Sessions extend with activity
  1. Remember Me:
  • Use "Remember Me" option when logging in
  • Extends session duration
  1. Check Time Settings:
  • Ensure your device's time is correct
  • Incorrect time can cause session issues
  1. Clear Browser Data:
  • Clear cookies and cache
  • Remove corrupted session data

Two-Factor Authentication Issues

Problem: 2FA codes not working or not receiving codes.

Solutions:

  1. Time Sync:
  • Ensure your device time is accurate
  • 2FA codes are time-based
  1. Code Expiration:
  • Codes expire after 30 seconds
  • Request a new code if expired
  1. Backup Codes:
  • Use backup codes if authenticator app isn't working
  • Generate new backup codes if needed
  1. App Issues:
  • Ensure authenticator app is updated
  • Try removing and re-adding the account
  1. SMS Codes:
  • Check if SMS delivery is delayed
  • Verify phone number is correct
  • Try requesting a new code
  1. Contact Support:
  • If 2FA is completely blocked, contact support
  • Provide account verification information

Automation

Automated workflows, integration automations, auto-tagging rules, auto-folder assignment, notification rules.

Error Messages

Error code reference, error solutions, error reporting.