Troubleshooting unrecorded calls
- 5 minute read
- Contributors
- DarkLight
Troubleshooting unrecorded calls
- 5 minute read
- Contributors
- DarkLight
Article summary
Recording settings for calls depend on various factors such as individual participant settings, company-wide settings, consent profiles, and behavior during the call. Some calls may not meet recording criteria due to reasons like face-to-face meetings or missing web conference URLs. Troubleshooting may be needed for skipped recordings, which can occur due to cancellations, short call durations, technical issues, or meeting link errors. It's important to ensure proper settings, participant engagement, and meeting scheduling to avoid recording issues. Contacting support may be necessary for unresolved problems.
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Recording settings are dependent on a number of factors including:
Individual data capture settings of every company participant on the call
Your company-wide recording settings
The consent profile settings
Behavior during the call, such as stopping recording
Meetings where recording is not scheduled
Some calls will not match recording criteria as soon as they are scheduled, such as:
Face-to-face meetings, or when a web-conference URL is not included in the invite
When your customer schedules the call
Such meetings are an important part of your deal activity, and are shown in Gong when we know about them. Learn more.
Troubleshooting meetings where recording was skipped
Some calls are not be recorded based on circumstances that occur at the beginning of the call. The reason is shown in Gong when hovering over 
which appears on the call.
More information on the most common reasons is provided below, along with how to avoid the recording from being skipped again, and when to contact our support team:
Canceled
Description: This message appears for any of these reasons:
The meeting was canceled.
The meeting was deleted from the organizer's calendar.
The organizer declined the invite.
What to do: Confirm with the host if the meeting was indeed canceled.
Conversation too short
Description: Calls that are shorter than 30 seconds aren't recorded - Gong can only process calls that are at least that long.
What to do: Make sure that your calls are longer than 30 seconds. Keep in mind that Gong doesn't believe a call is happening unless it hears audio. For example, if you start a demo and then mutes the prospect or calls them directly, Gong won't hear any call audio and thinks the meeting ended.
Could not be processed
Description: This usually indicates a minor issue with your video conferencing provider.
What to do: Contact Gong Support with the call URL.
Gong recorder denied from joining
Description: This indicates that the host had the "waiting room" feature enabled, and subsequently did not allow the Gong recorder to join the call. Nobody puts baby in a corner.
What to do: Confirm with the host whether they have the waiting room feature enabled. If so, make sure they remember to explicitly allow Gong to enter the meeting so we can record it.
Gong recorder dismissed
Description: This indicates that the host or organizer kicked the Gong recorder out of the meeting. If this happens, Gong can't record the rest of the meeting.
What to do: Check with the host whether they dismissed the Gong recorder as an attendee.
Gong recorder stopped recording
Description: It appears that the recorder joined the web conference, but after a couple of minutes the recorder left, and the call wasn't recorded. This issue can occur when the participants pane is hidden, and therefore Gong cannot verify that the participants are in the meeting.
What to do: The source of this problem is in the application settings: change the settings so that the Gong recorder has visibility into who's on the call.
Check this article to see how to resolve this issue for GoToMeeting.
Invalid meeting link
Description: This indicates that the meeting link URL is not working or is improperly formatted. If so, Gong can't join the meeting.
What to do: Confirm that the URL is correct in your conferencing provider settings.
Description: This indicates that the meeting was scheduled too close to the starting time. Gong requires a 30-minute window from when the calendar event was scheduled with a meeting URL to the meeting time to join.
What to do: Try to schedule your meetings in advance as much as possible. If you do need to schedule a meeting at the last minute, use the Schedule option on the homepage. For more details, see Record an impromptu call.
Meeting was full
Description: This indicates that the number of participants in the meeting was the maximum allowed. In this case, Gong can't join the meeting to record it.
What to do: This is a very rare error. If you need to invite a lot of participants, check the maximum number your web conferencing provider allows.
No show
Description: This indicates that no one joined the meeting except the host. Gong doesn't record meetings unless someone else joins the call. Joining the call means that someone must join the voice conference line or VoIP. Sometimes there is an option to join the screen share and use a phone line to hear the audio - Gong won't register the telephony call and will assume nobody else joined the call.
What to do: Make sure your participants join your web conference calls using the audio channel.
Password was required
Description: This indicates the meeting room had a password but that Gong did not know the password (i.e. it was not included in the meeting invitation).
What to do: Make sure that the web conference link includes the password so participants (including Gong) can join in one click. Using Zoom? Check out this article.
Recording consent withheld
Description: This indicates that at least one participant refused to give consent to be recorded.
What to do: If anyone on your call does not give consent, the call is not recorded and there's nothing you can do about this.
Schedule changed
Description: This indicates that the calendar event was rescheduled from an earlier time. Gong attempts to record the call in the new time. Gong shows the old call before it was rescheduled so that you can see it was rescheduled.
What to do: Join the call at the rescheduled time!
No VOIP
Description: This indicates that the owner of the meeting URL didn't allow participants to join via VoIP. To record, Gong requires the ability to join the meeting via VoIP.
What to do: This setting applies on a user-by-user basis, so each call host should make sure they allow attendees to join via computer. Read the instructions for GoToMeeting or Zoom.
GoToMeeting Web App disabled
Description: This indicates that the GoToMeeting Web App feature isn't enabled. This feature needs to be enabled for the meeting URL so that Gong can join and record the meeting.
What to do: You can fix this in your GoToMeeting settings. Keep in mind that this is a user-level setting. So if an Account Executive is using an SDR's GoToMeeting URL, the SDR's setting is the one that needs to be changed.
Internal meeting
Description: Some org's elect to only record meetings that have at least one external participant. If this is how your organization has set up recording, Gong won't record the call unless it identifies invitees with an email address from a different domain.
What to do: Check your settings to see whether they're set to not record internal meetings. If so, ask your Admin whether this is intentional or can be updated in your org settings.
Technical issue
Description: This usually indicates a minor issue with your video conferencing provider.
What to do: Contact Gong Support with the call URL.
More resources
Review our tips for recording a call
Use this handy wizard to help diagnose why your call wasn't recorded
Read our full list of skip codes
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