Troubleshoot web conference calls not recorded

  • Published on Jul 30, 2025
  • 3 minute(s) read
  • Deborah Landau
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If a rep’s call or calls aren’t being recorded, first refer them to Troubleshooting unrecorded calls. If this doesn’t solve the problem, check the following:

Team member settings

Team members on the call must have the following configurations in order for calls to be recorded:

  • Check the team member is configured to import calendar events.

  • If your company uses user-by-user level calendar connection, make sure the team member connected their Gong account to their mailbox. Gong must have read access to view which meetings should be recorded.

  • Check that none of the call participants are set to Never record in their team member’s profile. This overrides all other recording settings.

  • Confirm that the host is set to record web conference calls in their team member profile.

  • Make sure the meeting was organized from the rep’s primary email address. Meetings from additional addresses may be treated as internal or not recognized.

Mailbox provider settings

Make sure the following is configured in the Google Workspace or Outlook 365 configuration page:

Under Import settings, make sure Import calendar meetings is toggled on. You can choose to import only calendar meetings or only meetings set to be recorded.

Web conference provider settings

In the Web conferencing settings page, make sure you’ve activated the integrations for all web conference providers used, and configured the settings where relevant.

Check the Details column for errors or warnings related to the integration.

Recording settings

Configure your company’s global recording settings in the Recording settings page. Here you can set:

  • Whether to record internal as well as external calls

  • Whether the call host must be set to record or to record calls where at least one participant is set to record

  • Whether to record audio as well as video

Meeting setup and configuration

Gong checks each meeting against your company’s exclusion rules. If a participant’s email domain or email address appears in the exclusion list, or if the meeting title contains a listed keyword, the call won’t be recorded. For more details, see Create an exclude list for web conference recording.

Recording consent settings

If your company enforces recording consent:

  • The meeting must use a Gong consent-enabled link.

  • The link type (static or dynamic) must match the provider configuration.

  • The meeting invite must not include an alternative conferencing link.

  • The link must belong to your company, not an external provider.

  • All participants must click Join and record on the consent page. If anyone clicks Join but don’t record, Gong will skip the meeting.

Zoom calls

For native Zoom recording:

  • The host must have a valid Zoom license.

  • Auto-recording must be enabled in Zoom settings.

  • The Zoom host must match the Gong user. If someone else schedules the meeting, their Zoom identity must match the host listed in Gong.

For Gong bot recording:

  • Record to computer must be enabled in Zoom.

  • The host must grant recording permission to the Gong bot.

  • This can be automated using the Zoom app installed by your admin.

Tip:

Make sure the display name in Zoom matches a Gong user. Otherwise, participant matching may fail.

Microsoft Teams and Webex

Calls are recorded with the Gong bot, meaning that the bot joins the call as a call participant. Some meetings may block unauthenticated users or require CAPTCHA. This prevents the Gong bot from joining.

Check the meeting details

If Gong has been configured correctly, ask the meeting host to confirm the following:

  • The meeting was scheduled at least 30 minutes in advance.

  • The meeting link was added at least 30 minutes before the start time.

  • The meeting link is valid and from a supported provider. It must:

    • Open directly in the conferencing platform

    • Include the meeting ID and password, if needed

    • Not be shortened or redirected (for example, through Bitly or Proofpoint)

    • Be placed directly in the calendar invite

  • They accepted the calendar invite. If they declined or didn’t respond, Gong may treat the meeting as canceled.

  • The meeting isn’t marked as private in the calendar.

  • The meeting started on time. If it began more than 10 minutes late, Gong may not have detected it.

For more details, see Troubleshooting unrecorded calls

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