Who can use this: Any team member
Available on: Any Gong plan
Find the section that matches what you're seeing and follow the steps to resolve it.
Note:
If the issue involves the call not being recorded at all, that is a setup or permissions issue. Contact your Gong admin.
The call is stuck in processing
When a call finishes, Gong processes the recording to generate the transcript, AI content, and timeline. This usually takes a few minutes. If the page shows "Processing call media," the call is still being processed.
To check whether the call has finished processing:
Open the call that has this issue.
Wait a few minutes, then refresh the page.
If the page still shows the processing message after 30 minutes, contact your Gong admin. The call may have encountered a processing error.
The video is not loading
If the call has finished processing but the video player is not loading or showing an error, try the steps below.
To troubleshoot a video that won't load:
Open the call that has this issue.
Refresh the page. If the page shows "Video for this call is ready," click Refresh to load it.
Check your internet connection. Large video files require a stable connection to load.
Try opening the call in a different browser or an incognito window.
If the video still does not load, contact your Gong admin.
Playback is slow or not working
If the call plays but is slow, stutters, or you cannot skip forward or backward, the issue is usually your network or browser.
To troubleshoot slow or broken playback:
Open the call that has this issue.
Try opening the call in an incognito or private window.
Clear your browser cache and reload the page.
Connect to a different network, for example by switching to a mobile hotspot or turning off your VPN.
Try a different browser.
If you are on a managed device, check whether a web security application is blocking Gong. Ask your IT team to ensure that *.gong.io is excluded from any filtering rules.
If the issue continues, check whether other team members are experiencing the same problem. If so, contact your Gong admin.
The transcript is missing or incomplete
A missing or incomplete transcript usually means the call audio was not captured clearly enough to transcribe, or the call is still processing.
To troubleshoot a missing or incomplete transcript:
Open the call that has this issue.
Check whether the call is still processing. If "Processing call media" is visible, wait and refresh.
If processing is complete but the transcript is missing, check whether the call has audio. If the recording is silent or very short, no transcript is generated.
If the transcript exists but is in the wrong language, use Transcribe in correct language from the More actions icon. Learn more about exploring call content.
If the transcript is still missing after processing is complete and the call has audio, contact your Gong admin.
The transcript language is wrong
If the call was transcribed in the wrong language, you can transcribe it again using the correct language. Gong regenerates the transcript and replaces the existing one.
To transcribe in the correct language:
Open the call that has this issue.
Click the More actions icon at the top of the call page.
Select Transcribe in correct language.
Select the correct language and confirm. Gong regenerates the transcript.
AI content is missing or incorrect
AI content, such as the call summary, outline, points of interest, and Gong Assistant output, is generated from the transcript. If the transcript was incomplete or in the wrong language, the AI content may be missing or inaccurate.
Note:
If the transcript language was wrong, transcribe the call again first. Learn more about exploring call content.
To regenerate AI content:
Open the call that has this issue.
Click the More actions icon at the top of the call page.
Select Regenerate AI Content.
The call is not linked to the right CRM record
If a call is associated with the wrong account, contact, or opportunity in your CRM, you can update the association manually.
To manually associate a call with the correct CRM record:
Open the call that has this issue.
Click the More actions icon at the top of the call page.
Select Manually associate call.
Search for and select the correct CRM record.
Frequently asked questions
Why is the call not appearing in my library or search results?
If a call is not appearing where expected, it may still be processing, may be set as private, or may not be associated with the correct workspace. Check the call directly via its URL first. If the call is private, only team members with access to private calls in your workspace can see it. Contact your Gong admin if you believe the call should be visible to you.
How long does call processing usually take?
Processing time may vary. For uploaded calls, Gong analysis can take up to one hour per call.
I'm not receiving call notifications for people reporting to me.
Call notification delivery depends on your notification settings and whether your reporting hierarchy is configured correctly in Gong. Confirm your notification preferences are enabled in your personal settings, and ask your Gong admin to verify that the team hierarchy in Admin center reflects the correct reporting structure. If the hierarchy is missing or incorrect, notifications about your team's calls will not be delivered.