Troubleshoot Conversations: Why did My Meeting Not Record?

Article author
Brandan Blevins
Updated

Overview

Conversations enables you to easily record your team's meetings to be analyzed in Apollo. You can play the recorded meeting, filter meetings, access and search transcripts, and share and comment on recordings.

To start using conversations in Apollo, refer to Set Up Conversations in Apollo. Then, review Access Your Conversations in Apollo to learn how to find and use your team's recorded meetings.

Paid Plans Only

This feature is only available with paid Apollo plans. If you are on a free plan but are interested in leveraging Apollo Conversations in your day-to-day workflow, please refer to Apollo's pricing page or contact the Apollo sales team to discuss your options.

If your meetings are not recording in Apollo, please review the following sections in this article to learn more about the recording process and find answers to FAQs.

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Understand How Recordings Work in Apollo

Apollo's recording settings are based on several factors, including:

  • Who is being recorded in the meeting.
  • Your company-wide recording settings.
  • What might happen during the meeting, such as the recorder being removed.

For Google Meet, Microsoft Teams, and most Zoom users, the Apollo recorder joins the meeting. Depending on your video conference platform settings, the recorder can either auto-join your calls or you can choose to allow the recorder into the meeting each time. Either way, you need to make sure that the recorder is in your meeting.

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Troubleshoot Unrecorded Meetings

The following sections detail the most common reasons why video calls are not recorded in Apollo, and provide steps you can take to troubleshoot each issue.

Depending on your role and your company's Apollo settings, you might not be able to change some of the settings mentioned in this troubleshooting guide. If you find that a setting is not available to change, please contact your team's Apollo admins for help.

Record Internal Meetings

Conversations might be set to only record meetings with at least 1 participant from outside your company. If so, Apollo only records meetings that include a participant with an email address that is different your company's email domain. To change this setting:

  1. Launch Apollo and click Settings > Conversations.
  2. Click both checkboxes for the Record my team's internal meetings when option. Then, click Save. Record all video calls.

Connect Mailbox

To know which meetings to join, the Apollo recorder must check the calendar of your connected mailbox. The recorder also confirms whether any external participants are joining a meeting. If your mailbox is not connected to Apollo, the recorder cannot access the calendar invites and will be unable to process recordings.

To confirm that your mailbox is connected, launch Apollo and click Settings > Mailboxes. If you need help connecting your mailbox, refer to Link Your Mailbox to Apollo for more information.

Schedule Meetings in Advance

Apollo needs at least 30 minutes to analyze your connected mailbox and find the meetings that need the recorder. If you schedule a last-minute meeting that is less than 30 minutes in the future, Apollo might not have enough time to analyze your mailbox, so the recorder will not know to join the meeting.

To avoid this issue, Apollo recommends scheduling meetings at least 30 minutes in advance. Also, always make sure that the recorder has joined your meeting before proceeding. For ad-hoc meetings, refer to Set Up and Use Conversations to learn how to manually add the recorder to your meeting.

Check Excluded Email Domains

Your team can exclude certain domains from being recorded. If a participant with an excluded domain is invited, Apollo will not record the meeting.

To check the excluded domains for your team, launch Apollo and click Settings > Conversations. Then, find the Excluded domains from recording setting, which lists the domains that prevent video calls from being recorded. Check the excluded domains.

Monitor Recording Minutes

When a recording is processed in Apollo, your recording minutes are consumed. Apollo stops storing recordings if your team exceeds its monthly minutes allotment, and starts storing them again when your next billing cycle begins.

Your Apollo plan determines how many recording minutes can be used by your team. Please refer to Apollo's pricing page to find the minutes limit for each plan, or contact the Apollo sales team to discuss your options.

Add Apollo Recorder to Meetings

If you are using Microsoft Teams, Google Meet, or Zoom (Basic, Pro; not Cloud) to host your meetings, the Apollo recorder needs to join your video calls. Meetings are not recorded if the recorder is not present.

Your team has 2 options for how the recorder joins meetings:

  • Change your video conferencing platform settings to allow guests, including the recorder, to auto-join meetings.
  • Manually allow guests, including the recorder, to join each meetings. With this option, make sure that you check the waiting room for each of your meetings and allow the recorder to join.

To check the name of the recorder, launch Apollo and click Settings > Conversations. Then, find the recorder's name. Find the recorder's name.

Keep Apollo Recorder in Meetings

If you are using Microsoft Teams, Google Meet, or Zoom (Basic, Pro), to host your meetings, Apollo's recorder needs to join your video calls. Meetings are not recorded if the recorder is not present.

If the recorder is removed from your meeting, Apollo does not record. Also, you cannot add the recorder back to a meeting after it has been removed. For video calls that you want recorded, you should never remove the recorder.

To check the name of the recorder, launch Apollo and click Settings > Conversations. Then, find the recorder's name. Find the recorder's name.

Allow Recording Time to Process

Recordings take time to upload and process, so they might not be available immediately after a meeting ends.

If a recording shows a status of processing when you check the Conversations tab, Apollo recommends returning in 30 minutes to check again.

Zoom Cloud Users: Enable Cloud Recording

For teams using Zoom's Cloud plans, Apollo imports cloud recordings from Zoom. No recorder joins your meetings, unlike other video conferencing platforms (and even other Zoom plans).

You must enable cloud recording in Zoom. If Zoom does not record the meeting, or if you are set to record locally, Apollo will not be able to import the recording.

Please refer to Zoom's Enable automatic recording support article for more details on how to set up automatic cloud recordings. Depending on your role, you might need to contact your team's Zoom admin for help with the process.

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