Meeting Troubleshoot

This article will help you understand and troubleshoot errors you may encounter while using Sembly. The errors listed below only appear in meetings with a "No Content" status, highlighted in orange.

At the end of this guide, you will also find possible reasons why the meeting could be missing from your account. 

To unhide meetings with errors, on your home page, hover over the toggle on the upper-right side of the list and click to switch it on.

Sembly couldn't join your call

What you can do:

• check if the meeting invite is still valid and not outdated;
• try to create a new meeting if necessary.

• settings of the conference platform do not allow Sembly to join the call.

What you can do:

• contact support@sembly.ai or reach out to us by online chat. Prepare your meeting details in advance: meeting ID or meeting title with the start date and time.

• the waiting room is on in the meeting settings;
• Sembly waited in the lobby for 10 minutes and left the call without a meeting recording.

What you can do:

• if you don't host a meeting yourself, make sure to inform a meeting organizer about your Sembly agent; 
• double-check the waiting room to be sure that Sembly is admitted and recording.

• the waiting room is on in the meeting settings;
• Sembly joined the meeting lobby, and then you or someone else denied Sembly from joining.

What you can do:

• if you don't host a meeting yourself, make sure to inform a meeting organizer about your Sembly agent; 
• double-check the waiting room to be sure that Sembly is admitted.

What you can do:

• double-check your payment details, and make sure to insert valid card details to let Sembly charge your monthly fee. Click here to open billing.

• the meeting to which you invited Sembly is probably outdated;
• the link doesn’t correspond to the required format;
• the link is invalid.

What you can do:

• make sure you can join the meeting using the link you provided for Sembly.

Sembly joined your meeting, but the problem occurred 

• someone removed Sembly from the call in less than 10 seconds;
• there was no actual dialogue during the meeting. Sembly captured a silence and left;
• speakers could be muted.

What you can do next time:

• inform a meeting host and/or meeting attendees that Sembly will be recording the meeting, and make sure they won't kick it out from a call;
• double-check your microphone while talking. It should be unmuted;
• do not stay silent (muted) on a call for more than 10 minutes. Sembly will leave a call in case you do. At least one person should be talking on a call.

• Sembly recorded a meeting, but the recorded audio didn't contain enough speech to transcribe.

What you can do: 

• unfortunately, there is nothing we can do with short speech audios.

What you can do next time:

• inform a meeting host and/or meeting attendees that Sembly will be recording the meeting, and make sure they won't kick it out from a call;
• double-check your microphone while talking. It should be unmuted;
• do not stay silent (muted) on a call for more than 10 minutes. Sembly will leave a call if you do. At least one person should be talking on a call;
• if you are using Audio Recording for in-person meetings, make sure to follow our recommendations in this guide

• we process meetings for up to 5 hours, longer meetings won’t be processed and submitted to Sembly.

What you can do:

• for the next time, try this method for longer calls with Sembly
• if you're already on a call, we recommend you drop your agent right before 5 hours pass and invite again using the Invite to Meeting form - you will have two recordings in Sembly;
• we can divide the meeting audio and resubmit it to your meeting list by request. Contact support@sembly.ai. Prepare your meeting details in advance: a meeting ID or meeting title with the start date and time.

• the meeting audio is broken for unprecedented reasons. Unfortunately, we may not be able to recover the audio recording and resubmit it to your meeting list.

What you can do:

• find out if we can restore the meeting by contacting support@sembly.ai or reaching out to us via online chat. Prepare your meeting details in advance: meeting ID or meeting title with the start date and time.

What you can do:

• find out if we are able to restore the meeting by contacting support@sembly.ai or reaching out to us by online chat. Prepare your meeting details in advance: a meeting ID or meeting title with the start date and time.

• meeting audio was recorded, but something failed during processing.

What you can do:

• contact support@sembly.ai or message us in chat. Prepare your meeting details in advance: meeting ID or meeting title with the start date and time.

• you had the attendance delay setting on and did not turn on the recording;
• if the attendance delay isn't activated, it can be another complex issue that needs to be reviewed by our technical team;

What you can do:

• if you didn't manually activate a recording with the attendance delay setting, the meeting can't be recovered since it wasn't recorded. There is nothing you can do here. You can only ensure you don't forget to turn on the recording for future meetings. Or, enable automatic recording here.
• in other cases, if Sembly was on a call, there could be a chance to recover your meeting. Contact support@sembly.ai or reach out to us by online chat. Prepare your meeting details in advance: a meeting ID or meeting title with the start date and time.

• a complex issue that needs to be reviewed by our technical team;
• in some unfortunate cases, like failure caused by third-party service providers, we may lose your audio recording, which may or may not be possible to recover.

What you can do:

• if Sembly was on a call, there may be a possibility to recover your meeting. Contact support@sembly.ai or reach out to us by online chat. Prepare your meeting details in advance: a meeting ID or meeting title with the start date and time.

The meeting doesn't show up in Sembly

If you created the event in your calendar, but the meeting doesn’t appear in Sembly,

for calendar integrations:

• enable your calendar integration to invite Sembly automatically in Settings;
• double-check if the calendar is connected in Settings -> My Calendars. Sometimes calendars may randomly disconnect for various reasons; read here why; 
• If you connected the calendar under the e-mail other than the one registered in Sembly, make sure it’s listed in the alias in calendar settings;
• sometimes, calendars can take more time than usual to synchronize changes in Sembly (especially with Outlook). To force this process, you can make another change in your calendar;
• If you decide to reschedule your meeting to another day and time when the previously scheduled start time had already begun, new changes won't reflect in Sembly as it already joined this meeting. Sembly will wait in the lobby for 10 minutes, then drop off and raise the error. You might want to duplicate the meeting in the connected calendar or schedule a new meeting or invite the agent using an instant invite.

for e-mail invites (your calendar isn't connected to your Sembly account):

• make sure agent@sembly.ai was invited as a meeting participant;
• the invite sent to agent@sembly.ai should come from exactly the same e-mail registered in your Sembly account, including accurate capitalization  (e.g., "user.name@mail.com" vs "User.Name@mail.com");
• make sure you actually sent an invite (the agent is an attendee for the e-mail invite; invitation mode is correct);
• refresh a page, and check again. If the meeting slot still doesn’t appear, check the invite details are correct;
• double-check your invite date and time - Sembly will attend based on the time of the invite. If a meeting is rescheduled, ensure that an invitation to agent@sembly.ai is re-sent.

one more thing you can do:

• delete cookies. Clearing cache is a key step in troubleshooting. The links below provide updated information on the most popular browsers: 
  • • Google Chrome
    • Safari
    • Mozilla Firefox
    • Internet Explorer
    • Microsoft Edge
    • Opera