Troubleshooting
For step-by-step diagnosis see Self-help. Identify the affected environment: browser, native app or hardware recorder. Preserve original recordings and unfinished input.
Recording has no sound
Section titled “Recording has no sound”Speak and check the meter in the recorder lobby/studio, app or IoT device. No movement: check microphone permission, selected input and mute switch. Movement: listen to a short test recording, then check output and volume. Later permission cannot create missing original audio.
Upload or transcription is stuck
Section titled “Upload or transcription is stuck”Distinguish transfer, media processing and transcription. After disconnection, keep the original and check the existing upload. If transferred, do not immediately upload again. For failed transcription, play the original and read the error; do not start parallel retries. See Upload help and Retranscription.
File too large or unsupported format
Section titled “File too large or unsupported format”The relevant upload route and its error determine the limit. Direct recording upload has a technical 10 GB cap; ZIP imports, attachments, providers and tenant quotas have separate limits. A universal 2 GB limit is incorrect. Extension and actual format must match. Keep originals when converting.
Meeting bot does not join or ends early
Section titled “Meeting bot does not join or ends early”Check the complete HTTPS link, platform, time/timezone, role and waiting room. The browser bot supports Teams, Google Meet and Riverside; Zoom links are rejected. Importing an existing Zoom recording is a different operation. Starting and scheduling normally require at least manager role.
For early termination, check status and reason. Waiting-room, alone-in-room and silence timeouts are configurable; two minutes is not universal. Recordings shorter than 30 seconds are discarded. See Meeting Bot.
AI is slow or inaccurate
Section titled “AI is slow or inaccurate”Distinguish budget, permission and rate-limit errors. For pending requests, check status rather than submitting repeatedly. Use session chat for exact conversation details; project chat and knowledge stores have different sources. Verify answers against originals. Free product help uses documentation and your account context, not customer transcripts.
Sign-in or invitation fails
Section titled “Sign-in or invitation fails”Check server address, email, login method and exact message. Browser sign-in password/magic-link instructions do not automatically apply to the native app. Use SSO help for Microsoft login. Ask an admin about expired, revoked or redeemed invitations. Never send passwords or login links to help.
Missing content or function
Section titled “Missing content or function”Check active tenant, module and permission, project grants, filters, archive and trash. A missing menu item is not automatically a technical fault. App version and browser can also affect the interface.
Still unresolved
Section titled “Still unresolved”Record time, exact error, device, affected step and attempted measures. Help can prepare a summary but does not send it automatically. Contact.