# Troubleshooting call recording in Attio

URL: https://attio.com/help/reference/productivity-collaborating/call-intelligence/troubleshoot-call-recording-in-attio
Breadcrumbs: [Help](https://attio.com/help) > [Reference](https://attio.com/help/reference) > [Productivity & collaborating](https://attio.com/help/reference/productivity-collaborating) > [Call intelligence](https://attio.com/help/reference/productivity-collaborating/call-intelligence)

Find solutions when the call recorder isn't working as expected.

If the Attio call recorder isn’t working as expected, there are a few common issues you can check.

This article covers:

- Why the recorder may not be joining calls
- Why calls may not be recorded successfully
- How to resolve common issues with Zoom, Microsoft Teams, and Google Meet
- Why the recorder may be joining unexpectedly

## Identify the issue

Troubleshooting depends on what you observed during the meeting. Start with the section that matches your situation:

- [Attio never joined the call](https://attio.com/help/reference/productivity-collaborating/call-intelligence/troubleshoot-call-recording-in-attio#attio-never-joined-the-call)
- [Attio joined, but the call was not recorded](https://attio.com/help/reference/productivity-collaborating/call-intelligence/troubleshoot-call-recording-in-attio#attio-joined,-but-the-call-was-not-recorded)
- [The call was recorded, but transcripts are not correct](https://attio.com/help/reference/productivity-collaborating/call-intelligence/troubleshoot-call-recording-in-attio#the-call-is-recorded,-but-transcripts-arent-correct)
- [The call recorder is joining a call unexpectedly](https://attio.com/help/reference/productivity-collaborating/call-intelligence/troubleshoot-call-recording-in-attio#the-call-recorder-is-joining-a-call-unexpectedly)

### Attio never joined the call

If you did not see Attio join the meeting, check the following:

- Confirm that you or a colleague [enabled auto-recording](https://attio.com/help/reference/productivity-collaborating/call-intelligence/enable-call-recording) or [manually started](https://attio.com/help/reference/productivity-collaborating/call-recording/recording-calls-with-attio#manually-start-a-recording) the recording. Only Pro and Enterprise customers can record calls.
- Verify that the meeting meets Attio’s requirements for auto-recording. Attio does not [auto-record internal calls](https://attio.com/help/reference/productivity-collaborating/call-intelligence/enable-call-recording#manage-auto-record-settings), though internal calls can still be [recorded manually](https://attio.com/help/reference/productivity-collaborating/call-recording/recording-calls-with-attio#manually-start-a-recording).
- Check that you are using the same video conferencing link included in the calendar event. It must be the original meeting link (Zoom, Teams, or Google Meet). Redirected or rewritten links will not work. Some security tools, such as Mimecast, can rewrite meeting links in calendar invites.
- Review the scheduled start time. With auto-recording enabled, the call recorder requests to join about 30 seconds before the meeting start time. You can [manually start recording earlier](https://attio.com/help/reference/productivity-collaborating/call-recording/recording-calls-with-attio#manually-start-a-recording) if needed. If the recorder is not admitted within 10 minutes of the meeting start time, it will automatically leave.
- Consider whether the event was rescheduled. Attio’s recorder will not join a rescheduled meeting if someone joined the original scheduled meeting. However, it will join a rescheduled meeting if no one joined the original meeting.
- Confirm that the calendar event appears in Attio. Look in the **Activity** tab on the record page of an external participant. If you do not see it, continue below.

#### The calendar event isn't showing in Attio

If the calendar event isn’t appearing in Attio, the recorder will not be able to join. Check the following:

- Confirm that you or another participant is [syncing their calendar](https://attio.com/help/reference/email-calendar/email-and-calendar-syncing) with Attio. This is necessary for the recorder to join.
- Ensure that at least one synced participant on the event has recording enabled.
- If the calendar event was just created, allow 3 to 5 minutes for it to sync to Attio.
- Check whether the calendar event was made private in Google or Outlook calendar. If so, it won't sync to Attio and cannot be recorded.

#### Review the meeting for call recording details

If a call wasn’t recorded, the meeting event in Attio may show why.

To check this:

1. Search for one of the call participants and open their record.
2. Go to the **Activity** tab and find the meeting.
3. Open the meeting and look under **Call intelligence** for more details.

![Screenshot of a meeting details window showing date, time, participants, and call intelligence with options to attend or decline.](https://a.storyblok.com/f/234930/1536x1024/a534b79920/recorder-denied-entry.png)

You may see messages such as:

- **Meeting not recorded (Recorder denied entry)**: The recorder was denied access to the call
- **Meeting not recorded (No conference setup)**: The meeting didn’t include a valid conferencing link
- **Meeting not recorded (Unsupported conference platform)**: The call used a non-supported platform (not Zoom, Google Meet, or Microsoft Teams)

### Attio joined, but the call was not recorded

If Attio joined the meeting but no recording was created:

- Confirm that someone [admitted the recorder's request to join](https://attio.com/help/reference/productivity-collaborating/call-intelligence/recording-calls-with-attio#admit,-deny,-or-stop-recordings-during-meetings).
- Ensure your video conferencing platform's settings are compatible, as outlined below:

  - [Troubleshooting Zoom settings](https://attio.com/help/reference/productivity-collaborating/call-intelligence/troubleshoot-call-recording-in-attio#troubleshooting-zoom-settings)
  - [Troubleshooting Microsoft Teams settings](https://attio.com/help/reference/productivity-collaborating/call-intelligence/troubleshoot-call-recording-in-attio#troubleshooting-microsoft-teams-settings)
  - [Troubleshooting Google Meet settings](https://attio.com/help/reference/productivity-collaborating/call-intelligence/troubleshoot-call-recording-in-attio#troubleshooting-google-meet-settings)

#### Troubleshooting Zoom settings

Zoom settings may need to be adjusted for Attio to successfully record calls and generate transcripts. In addition, the Zoom host must attend the meeting.

**Configure caption settings**

- Go to [Zoom settings](https://zoom.us/profile/setting?tab=meeting).
- Turn on **Automated captions**.

If transcripts are still not being generated:

- Hover over **Show captions** and click the ^ icon.
- Select **Host caption control settings**.
- Enable **Allow closed captioning for this meeting**.

If you don’t see an option to enable meeting captions, it’s likely the global **Automated captions** setting is turned off in your Zoom account settings.

**Configure local recording settings**

Local recording must be enabled for Attio to record successfully.

- Log into [zoom.us](http://zoom.us).
- Go to **Settings** > **Recording**.
- Enable **Record to computer files**.
- Enable **Internal meeting participants**.
- Enable **External meeting participants**.

#### Troubleshooting Microsoft Teams settings

Microsoft Teams settings may need to be adjusted for Attio to successfully record calls and generate transcripts.

Ensure [live captions](https://support.microsoft.com/en-us/office/use-live-captions-in-microsoft-teams-meetings-4be2d304-f675-4b57-8347-cbd000a21260) are enabled in your meeting:

- Go to **More actions**.
- Select **Language and speech**.
- Select **Show live captions**.

Captions may also be disabled by Microsoft admins. Admins can check [this setting](https://learn.microsoft.com/en-us/microsoftteams/meeting-transcription-captions#use-the-teams-admin-center-to-manage-live-captions) to confirm.

#### Troubleshooting Google Meet settings

Google Meet allows hosts to control whether participants, including call recorders, can join without the host.

If that setting is not enabled, the call recorder won’t be able to join when the host is not present. The host can [follow these steps](https://workspaceupdates.googleblog.com/2025/06/google-meet-host-management-control-for-asking-to-join-a-meeting.html) to configure the setting.

### The call is recorded, but transcripts aren't correct

- If the call is not in English, confirm that the call has ended. The transcript is generated in a single [supported language](https://attio.com/help/reference/productivity-collaborating/call-intelligence/enable-call-recording#languages-supported-for-call-transcription) after the call ends.
- You can manually regenerate any call transcript within seven days of the call. Click the ⋮ icon in the top-right of a call page, then go to **Transcript** > **Regenerate**.

### The call recorder is joining a call unexpectedly

If the Attio call recorder is requesting to join your calls and you are unsure where it is coming from:

- Confirm that your own [auto-record setting](https://attio.com/help/reference/productivity-collaborating/call-intelligence/enable-call-recording#manage-auto-record-settings) is disabled.
- Consider whether the recorder may be coming from another tool (not Attio). Attio admins can check what the Attio call recorder is set up to look like on [this page](https://app.attio.com/_/settings/call-recorder).
- If you’ve confirmed the call recorder is coming from Attio but you have disabled auto-recording, likely one of your team members has auto-recording enabled or [added the recorder manually](https://attio.com/help/reference/productivity-collaborating/call-intelligence/recording-calls-with-attio#override-auto-record-settings-for-a-meeting).

Auto-record settings are controlled at the individual level, so each team member will need to check their own settings.

## Still need help?

If you’ve worked through the steps above and Attio still isn’t recording calls as expected, contact support at [support@attio.com](mailto:support@attio.com).

To enable quicker troubleshooting, please include:

- The meeting link
- The time and date of the call
- The conferencing platform used
- What you observed (recorder didn’t join, joined but no recording, transcript issue, etc.)