Troubleshoot native Zoom recording

Who can use this: Tech admin

Available on: Any Gong plan

Gong records your team's Zoom calls through a direct connection to your Zoom account. If there's a problem with that connection, some calls might not be recorded until it’s resolved. When Gong finds an issue with your Zoom recording setup, it emails your tech admins a summary listing the problem and the team members affected. This article covers each problem the email can report, what it means, and how to fix it.

The email reports two types of recording issues:

• An issue that prevents calls from being recorded.

• Zoom's native recording failed, so the Gong recorder was added to calls on the affected day. The email includes a list of those calls.

Most of these issues are resolved in Zoom, not in Gong. Gong syncs with Zoom settings once a day, so once the configuration is changed in Zoom, any issues preventing recording will automatically be resolved in Gong.

Note:

Once you have made the change, there is nothing else to switch on. Gong checks again the next morning and picks the settings up automatically.

No paid Zoom license

Gong can only record calls natively for team members on a paid Zoom (Pro, Business, or Enterprise). The Basic plan doesn't support cloud recording.

The Gong recorder records calls for team members on the Basic plan, so their calls still come into Gong but not through native Zoom recording.

To upgrade a team member’s Zoom plan:

1. In the Zoom Admin Portal, go to User Management and then Users.

2. Find each person listed in the email, and assign them a paid license.

Team member not found in Zoom

Gong matches team members between Gong and Zoom by email address. These team members exist in Gong but have no matching Zoom account. Either they were never added to Zoom, or their Zoom account was deleted. As a result, their calls can’t be recorded.

To add a missing team member to Zoom:

1. In the Zoom Admin Portal, go to User Management and then Users.

2. Add each person listed in the email as a Zoom user, using the same email address they use in Gong.

If someone already has a Zoom account under a different address, add that address to their Gong profile under Additional email addresses rather than creating a second Zoom user. Learn more about primary and additional email addresses.

Once the addresses match, the person does not need to connect their Zoom account again. Gong updates everyone's details once a day, so the match is picked up the next morning.

Can’t set cloud recording settings

Gong turns Zoom's cloud recording on for the team members you record, but a Zoom setting is preventing it from doing so. Usually cloud recording is locked, either for your whole Zoom account or for a Zoom group the team member belongs to.

To unlock cloud recording settings:

1. In the Zoom Admin Portal, go to Account Management, then Account Settings, and open the Recording tab.

2. Check that Cloud recording is switched on and unlocked.

3. Check the same setting for any Zoom group the listed team members belong to, under User Management and then Groups.

Learn more about Zoom settings required for native recording.

Can't set meetings to auto-record

A Zoom setting is preventing Gong from turning on automatic cloud recording. Calls for team members without automatic recording can only be recorded manually.

To unlock the auto-record setting:

1. In the Zoom Admin Portal, go to Account Management, then Account Settings, and open the Recording tab.

2. Check that Automatic recording is unlocked. It can be on or off, but Gong cannot switch it on for your recorded team members while it is locked.

3. Check the same setting for any Zoom group the listed team members belong to, under User Management and then Groups.

4. Open Account Settings, go to the Meeting tab, and check that Allow use of end-to-end encryption is turned off under Security. Check it at account, group, and individual level.

Important:

Zoom does not allow cloud recording of an end-to-end encrypted meeting. If end-to-end encryption is on for a team member, their calls are not recorded and no error is shown for the meeting itself, so it is worth checking even when your recording settings look correct.

No active speaker recordings

Note:

This requires a Zoom Pro license.

Gong uses Zoom's active speaker recording layout to work out who is speaking, and Zoom is not producing that layout for the team members listed.

Their calls are still recorded, but speaker attribution fails, so Gong cannot reliably tell who said what. That affects talk ratios, trackers, and anything else that depends on knowing the speaker.

To enable the active speaker layout:

1. In the Zoom Admin Portal, go to Account Management, then Account Settings, and open the Recording tab.

2. Turn on Record active speaker, gallery view and shared screen separately, and select Active speaker.

3. Check that the setting is not locked, and check it for any Zoom group the listed team members belong to, under User Management and then Groups.

Zoom account not connected to Gong

Gong matches team members between Gong and Zoom by email address. For these team members, the address they use in Zoom is not the same as the address they use in Gong, or no Zoom account exists for their Gong address.

You do not have to change either address. Gong maps a team member's additional email addresses to their primary address and uses those addresses to identify them on web conferencing calls, so adding the team member's Zoom address to their Gong profile is usually the quickest fix.

To add the person's Zoom address to their Gong profile:

1. In Gong, from the left sidebar, click Admin center.

2. In the Settings tab, click People under Company settings.

3. Open the person's team member settings, and add the address they use in Zoom under Additional email addresses.

Learn more about primary and additional email addresses.

If you'd rather use one address in both systems, update it to match in Zoom or in Gong:

To match the addresses in Zoom:

1. In the Zoom Admin Portal, go to User Management and then Users.

2. Add the person using the email address they use in Gong.

To match the addresses in Gong:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click People under Company settings.

3. Change the person's email address to the one they use in Zoom.

Whichever way you match them, the team member does not need to connect their Zoom account again. Gong updates everyone's details once a day, so the match is picked up the next morning.

If your problem isn't listed here

Calls can go unrecorded for reasons that have nothing to do with your Zoom connection, such as your recording rules or a team member's own recording settings. Learn more about troubleshooting unrecorded calls.

If the daily email reports a problem that is not covered in this article, contact Support so we can look at your connection and get the article updated.

Frequently asked questions