Troubleshoot library issues

    Who can use this: Any team member

    Available on: Gong Foundation

    Ideal for: Sales rep, Sales manager

When something in your library isn't working as expected, check the section below that matches your issue.

The library page won't load

If Your library or Company library shows an error, a loading spinner that never completes, or a blank page, check the following.

To troubleshoot a library page that won't load:

1. Refresh the page. A temporary loading issue often clears when you refresh the page.

2. Check whether others on your team are seeing the same issue. If multiple people are affected, it is likely a Gong service issue. Check the Gong status page and contact your admin to report the incident.

3. If only you are affected, ask your admin to verify:    

   • Your permission profile grants access to the relevant library folders or streams.

   • Your account is active. Deactivated accounts lose access to library pages.

   • You are assigned to the correct workspace. Library content is workspace-specific.

4. If the issue persists for your account only, contact your admin. They may need to check your account configuration or contact Gong Support.

I can't share a folder

Folder sharing involves two separate settings. Check which one applies to your situation.

The share option is not available on my folder

Your permission profile does not include folder sharing permission. Contact your admin and ask them to enable the folder sharing permission in your profile.

I shared the folder but recipients can't play the calls

Sharing a folder gives recipients access to see the folder and its contents list. Whether they can play the calls depends on a separate company-level setting. To enable call access through shared folders, your admin must enable the "Give access to calls in shared folders" setting in Admin center under Data protection and privacy.

Note:

Even with the company-level setting enabled, private calls in the folder remain inaccessible to recipients. Private calls are always excluded from shared-folder call access. Learn more about sharing a folder.

My stream isn't collecting calls

If a stream is not showing calls you expect, check these causes in order.

To troubleshoot a stream that isn't collecting calls:

1. From the left sidebar, click Conversations, and select Your library or Company library. Hover over the relevant stream and click the More actions icon, then select Edit. Verify that the stream has filters and that the criteria match the calls you expect.

2. Check whether any filter uses an AI tracker. If the tracker is inactive or your company has run out of credits, matching calls are not collected. Verify the tracker's status in your tracker settings.

3. Review the filter criteria and confirm they match calls that actually exist. Try opening the filter editor and checking the preview pane on the right, which shows how many calls currently match.

4. For calls that were recently recorded, allow a few minutes for Gong to process the call and evaluate it against the stream's filters. Streams update after each call is fully processed.

5. If none of the above resolves the issue, contact your admin.

I have different options available from a colleague with similar permissions

If two team members appear to have the same permission profile but see different folder or stream actions, check the following differences.

To troubleshoot permission discrepancies:

1. Verify that both accounts are active. Deactivated accounts lose access to certain actions even if they retain their permission profile. Ask your admin to check the account status of the affected team member in Admin center under Team members.

2. Confirm that both team members have the same permission profile assigned. Permission profile names can be similar but have different settings. Ask your admin to compare the actual profile contents.

3. Confirm that both team members are in the same workspace. Access to company library folders and specific actions can differ across workspaces even when the permission profile is the same.

4. If the discrepancy persists after checking all three, contact Gong Support and include the account details of both team members.

People I shared a folder with can't play the calls

When recipients can see your shared folder but cannot play the calls inside it, there are three possible causes to check.

The company-level sharing setting is not enabled

An admin must enable the "Give access to calls in shared folders" setting in Admin center under Data protection and privacy. Without it, recipients can see the folder but not play its contents. Ask your admin to check this setting.

The calls are private

Private calls are always excluded from shared-folder call access, regardless of settings. Recipients can see private calls in the folder's contents list but cannot open them.

The calls come from a stream, not direct addition

Calls that appear in a folder because a stream's filters match them do not gain playback access through folder sharing. Sharing a folder only extends access to calls that were manually added to the folder. To give recipients access to stream-collected calls, add those calls directly to the folder using the add calls flow.

Frequently asked questions