Recording Issues
Troubleshoot common problems with meeting recording.
Harmony Didn't Join My Meeting
Note: Harmony cannot automatically join meetings from your calendar. You must manually invite Companion to each meeting using the Quick menu → Remote option in the Harmony dashboard.
Did You Manually Invite Companion?
Since auto-join is not yet available, verify that you:
- Copied the meeting link
- Opened the Quick menu in Harmony
- Selected Remote (Companion joins)
- Pasted the meeting link
- Clicked Ask Companion to join
Check for One-Time Link Limitation
Important: Each meeting link can only be used once. If you've already used this link:
- Generate a new meeting link if possible
- Or upload the recording after the meeting
Check Meeting Requirements
For Harmony to join, your meeting must have:
- ✅ Valid video conferencing link (Zoom, Meet, Teams)
- ✅ Meeting must be active (not ended)
- ✅ Harmony must be admitted from the waiting room
Common issues:
- ❌ Forgot to manually invite Companion via Quick menu
- ❌ Reused a meeting link (only works once)
- ❌ Harmony waiting in lobby but not admitted
- ❌ Meeting already ended
Meeting Link Location
Ensure the meeting link is in:
- Location field, OR
- Description/notes field
- Not hidden in attachments
Platform-Specific Issues
Zoom:
- Verify Harmony has Zoom integration enabled
- Check waiting room settings (Harmony may need to be admitted)
- Ensure meeting allows participants to join before host
Google Meet:
- Calendar must be Google Calendar
- Meeting must have Meet link (not just calendar event)
- Organization may restrict external bots
Microsoft Teams:
- Calendar should be Outlook/M365
- Teams meeting must allow external attendees
- Check Teams guest policies
Recording Stopped Unexpectedly
Check Meeting Duration Limits
| Plan | Max Duration |
|---|---|
| Solo | 1 hour |
| Plus | 4 hours |
| Max | Unlimited* |
*Very long meetings may auto-split
Connectivity Issues
Recording stops if:
- Meeting platform disconnects Harmony
- Network issues interrupt connection
- Host ends meeting for all
Host Actions
Recording stops if host:
- Ends meeting for all
- Removes Harmony from meeting
- Disables recording
What to Do
- Check if partial recording was saved
- Review meeting in Harmony dashboard
- Re-join manually if needed (for ongoing meetings)
Recording Quality Problems
Audio Quality Issues
Symptoms:
- Muffled or unclear audio
- Missing speakers
- Background noise
Solutions:
- Ensure participants use quality microphones
- Reduce background noise
- Enable meeting platform HD audio
- Check internet bandwidth
Transcription Accuracy
For better transcription:
- Clear audio quality
- Moderate speaking pace
- Avoid overlapping speech
- Add custom vocabulary for jargon
Missing Speakers
If some speakers aren't captured:
- Verify they're audible to all participants
- Check they're not on mute
- Review platform audio settings
- Check speaker identification settings
Meeting Not Processing
Check Processing Status
- Go to Meetings
- Find your meeting
- Check status indicator:
- 🔄 Processing - In progress
- ⚠️ Error - Processing failed
- ✅ Complete - Ready to view
Processing Time
Normal processing time:
- 1-2 minutes per hour of recording
- Longer for complex meetings
- Queue time during peak usage
Processing Errors
If processing fails:
- Check if audio quality is sufficient
- Verify recording file isn't corrupted
- Try re-uploading if manual upload
- Contact support if persists
Upload Issues
Supported Formats
| Format | Supported |
|---|---|
| MP3 | ✅ Yes |
| WAV | ✅ Yes |
| M4A | ✅ Yes |
| AAC | ✅ Yes |
| MP4 | ✅ Yes (audio extracted) |
File Size Limits
- Maximum file size: 2GB
- For larger files, consider splitting
Upload Errors
File too large:
- Compress audio quality
- Split into segments
- Use lower bitrate format
Upload fails:
- Check internet connection
- Try smaller file first
- Clear browser cache
- Use desktop app instead
Format not recognized:
- Convert to supported format
- Ensure file isn't corrupted
- Try different file
Can't Find My Recording
Check the Right Workspace
Ensure you're in the correct workspace (if you have multiple).
Search Tips
- Search by date
- Search by participant name
- Filter by meeting type
- Check "All Meetings" vs. filtered views
Retention Period
Recordings may be deleted after retention period:
| Plan | Retention |
|---|---|
| Solo | 30 days |
| Plus | 90 days (configurable) |
| Max | Unlimited |
Permissions
You can only see:
- Your own recordings
- Recordings shared with you
- Team recordings (if team member)
Still Having Issues?
Collect Information
Before contacting support, gather:
- Meeting date and time
- Meeting platform used
- Any error messages
- Steps you've already tried
Contact Support
- Email: [email protected]
- In-app: Click help icon
- Include meeting details and error information