Troubleshooting
Troubleshooting
The product tells you what happened in plain words; this page collects those messages, what each means, and the fix. Nothing here loses data: every failure keeps your file, your finding, or your evidence.
- Updated
- 8 October 2026
- Areas
- 6
- For
- Everyone
Index
Jump to your area.
Area 01
Uploads and processing
- The upload fails partway
- Almost always the connection. Re-drop the file: uploads are safe to retry, and a failed upload never leaves a half-recording in your library.
- "This recording is larger than the ... upload limit"
- The file exceeds your plan's per-recording ceiling (the message names the size). Trim or re-encode it at a lower resolution, or upgrade for a higher ceiling. The check runs before the upload, so no time is wasted.
- A quota message at the end of the upload
- The file arrived but a library allowance was exhausted. The recording is kept; free a slot or upgrade, then retry. Optional visual evidence has its own quota check and can be retried after the allowance resets.
- "Processing failed" on the recording page
- The banner names the reason. The Retry button re-runs processing from where it makes sense. One special case: if no spoken audio was detected, retrying cannot help. Record again with audio, or check the source file plays sound.
- Processing seems stuck
- Progress is watched continuously: a stalled run restarts itself within minutes, and the page offers a manual restart too (admin or owner). If a recording sits in processing far beyond the norm, restart it once, then contact support with the recording title.
Area 02
Meeting assistant
- "Waiting for admission"
- The meeting is holding the assistant in a lobby. The organiser admits it from the participant list like any other attendee. If nobody admits it in time, the capture fails and can be retried.
- "Assistant failed" after a join attempt
- The status keeps the reason. Common causes: not admitted, recording not approved by the host (Zoom), or the meeting ended first. "Try assistant again" retries; uploading the meeting tool's own recording always works as the fallback.
- "Capture slots are busy. Queued"
- Not an error: your plan runs a limited number of captures at once, and this one starts automatically as soon as a slot frees. No action needed.
- "This meeting link is not supported for assistant capture"
- The link is not from a supported platform, or is malformed. Check it is the invite link itself (not a page containing it). For unsupported platforms, record locally and upload.
- "Monthly meeting-capture limit reached"
- Assistant minutes for the month are used. Uploads still work on any plan; minutes reset with the month, or a higher tier removes the cap.
- "Your plan does not include meeting capture"
- The assistant is a paid-plan feature. Uploads produce identical output on the free plan.
- The capture is silent or empty
- The assistant was in the call but no audio reached it, usually because it was admitted late or meeting audio never played. The recording page says this explicitly rather than offering a pointless retry. Record again, or upload the platform recording.
Area 03
Questions and answers
- The answer says the evidence is not there
- Working as designed: no supporting evidence was retrieved, so the system declines instead of guessing. Rephrase with the words people actually used, or widen the scope (project instead of one recording).
- "No supporting segments were returned... The recording may still be indexing"
- Indexing is the last processing stage. Wait for the recording to show ready, then ask again.
- An answer could not be completed
- A temporary failure while composing. Ask again: an answer that failed before showing anything does not use a question.
- The Guide says one question at a time
- An earlier Guide answer is still being written, perhaps in another tab. Wait a moment for it to finish, then ask again.
- A question is refused for quota
- The workspace's monthly Evidence Q&A questions are used. Everything already answered stays; questions resume on reset or upgrade.
- The speaker is named "Speaker 2"
- The recording had no participant names to draw from (common for uploads). Tag speakers on the recording page and the transcript and future citations use the names.
Area 04
Documents
- "Needs attention" on a document
- Processing failed; the document page carries the reason. The two common ones have direct fixes below.
- "This PDF is password-protected"
- Remove the password (print to PDF or export an unlocked copy) and upload again.
- "We could not extract readable text from this document"
- The file has no readable content, often a corrupt export or an image-only file misnamed as text. Re-export from the source and try again; scanned PDFs are supported and read visually.
- "Your workspace has reached its document allowance"
- A document limit (stored documents, document pages, or OCR pages) is used. Delete unused documents to free slots, wait for the monthly reset, or upgrade.
- A citation opens the wrong-looking page
- Check the banner: if the document was re-uploaded after the conversation started, older citations show the quoted text without a current-page highlight. Re-ask in a fresh conversation for live citations.
Area 05
Pushing and integrations
- The push button is disabled
- "Approve findings before pushing": review is the gate. Approve the finding first. Viewers cannot push on any plan; ask a member or admin.
- A destination is missing from the push dialog
- Only destinations that accept that content type are listed: trackers take single findings, not transcripts. If nothing is connected that accepts the content, the dialog links to Settings to connect one.
- "Reconnect needed" on an integration card
- The provider stopped accepting the credential, because the grant was revoked or the authorisation expired. Reconnect from the card; your chosen destination is kept.
- A delivery shows Failed or Gave up
- Open Settings, then Integration activity: the row carries the provider's reason and a Retry button. Automatic retries already ran; manual Retry re-queues the same delivery and can never duplicate the destination item.
- "Citesvue is not a member of that channel"
- Slack-specific: invite the app to the channel (/invite in Slack), or pick a public channel from the card.
- The Jira project or Slack channel no longer exists
- The destination was deleted, archived, or access was removed. Pick a new destination from the integration card; deliveries resume.
- "Integrations are not on your plan"
- Connecting is available everywhere, pushing is a paid-plan feature. The dialog links to plans.
Area 06
Access, sharing, and notifications
- A share link says invalid, expired, or revoked
- Links expire on the schedule set when they were created, and regenerating a link revokes the previous one. Ask the person who shared it for a fresh link.
- A teammate cannot upload or push
- Check their role: viewers are read-only everywhere. An admin can change roles in Settings.
- An invite was never received
- Invites expire after 7 days and can be re-sent; check spam for the invitation email. If the seat limit was reached, the invite is refused at send time with the reason.
- No browser notification arrived when a recording finished
- Notifications need browser permission, asked for at your first upload. If declined, the activity panel and the ready notice in the app still announce ready recordings; nothing is lost, only the popup.
The meta-questions
Troubleshooting, answered.
When a state on this page persists after its fix: a recording stuck in processing after a restart, a delivery failing repeatedly with an unclear reason, or anything that looks like data loss. Include the recording or document title and roughly when it happened; support can see the same states you can.
No failure on this page destroys data. Failed uploads leave nothing behind; failed processing keeps the file and offers retry; failed deliveries keep the finding and its evidence; expired share links leave the recording untouched.
Because a confident answer without evidence is the failure mode this product exists to prevent. A decline tells you the record is silent; a guess would tell you nothing and cost you trust.
Prevention