When a Meeting Was Not Recorded
Finding out why, and whether it can still be saved.
The Observer not attending is a quiet failure: the meeting happens, nobody is interrupted, and the absence only shows up later as a debrief that never came.
Work through this in order. The first question eliminates most cases, and the order matters because a later answer can be misleading on its own.
Troubleshooting Guide
Was it a video meeting on a Google Meet link?
Does the Observer card say "No observer assigned"?
Is the Google Meet connection current?
Is "Send the Observer to my meetings" switched on?
Is there a transcript but no summary or debrief?
Is the meeting already over and unrecorded?
Known Issues
No debrief arrived after a video meeting that definitely happened
Most often a lapsed Google Meet connection, so the meeting was created on Zyntro's own room with nothing for the Observer to join.
Open the meeting and look at the Observer card. No observer assigned points at the connection or the setting; Error or Failed means it tried.
Check the connection at Settings → Integrations → Google Meet and use Check Connection. Then look at Settings → Sales Settings → Meeting Settings, which lists every connection in the organisation and flags the ones needing renewal.
If the connection and the setting are both fine, check whether the debrief itself is switched off — a recorded, processed meeting with the debrief turned off produces results on screen and no email.
The Observer appeared in the call but there is no transcript
The recording was too short to process, or the Observer joined near the end.
Check how long it was actually in the call. A conversation under a minute, or with only a handful of exchanges, is kept as a transcript but not processed.
If the Observer joined late — which happens on meetings created less than five minutes before they start — the transcript covers only from the point it joined. Nothing earlier can be recovered.
The Observer never appeared, and the meeting had a proper Google Meet link
Either it was not scheduled, or your Google Meet settings held it in a waiting room.
If the status is Joining and it never progressed, your organisation's Google Meet settings may require the host to admit participants. The Observer waits like anyone else, so it needs admitting.
If the status is Error or Failed, reset the Observer if the meeting has not happened yet. If this keeps recurring on a particular person's meetings, their Google connection is the thing to look at.
Meetings stopped being recorded around a particular date
A connection lapsed, or somebody turned the Observer off.
Both are worth checking, in that order.
Look at the connection roster on Meeting Settings for anything marked as needing renewal. Then look at the Observer switch itself.
Meetings booked during the lapse were created without a Google Meet link and cannot be recorded even after reconnecting. Any that are still in the future need recreating.
One member's meetings record and another's do not
The second member has no Google Meet connection of their own.
The connection is per member. When a member has none, Zyntro looks for another in the organisation — which works until that other connection lapses, and then takes everybody with it.
Have each member who runs meetings connect their own Google account.
The meeting shows Completed but has no intelligence at all
Completed is about the clock, not the outcome.
A meeting reads Completed the moment its end time passes, whether or not anybody turned up or anything was recorded.
The real indicators are the transcript icon and the Intelligence column on the Meetings list. If both are empty, nothing was captured, and the Observer card will say why.
Frequently Asked Questions
Only if something else recorded it. If anyone on the call recorded it, or their video platform produced a transcript, supply that through Recover Meeting Intelligence and you get the same results as if the Observer had been there. If nothing recorded it, the conversation is gone.
Not as an alert after the fact. It shows you beforehand — on a Quick Meeting the banner above the link says so, and on any meeting the Observer card does. The one proactive warning you do get is the reconnect email before a Google connection lapses, which is the most common cause.
Because it is on by default for video meetings on a Google Meet link, and it does not distinguish between internal and customer conversations. For a specific meeting, hold it somewhere other than a Zyntro-created Google Meet link, or reset the Observer away from it before it starts.
Only if your Google Meet settings require hosts to admit participants. In that case it waits in the lobby like any other attendee and will not record until it is let in.
Check the Observer switch at Settings → Sales Settings → Meeting Settings, and check whether the meetings in question actually have Google Meet links — a meeting created during an earlier lapse keeps the room it was created with, so a current connection does not fix it. The Observer card on one of those meetings will say there is no meeting URL to join.
No. A phone meeting, an in-person meeting and a meeting on a link you typed in yourself all have nothing for the Observer to dial into. They are not excluded from Meeting Intelligence — they take a different route in.
Tip: The habit that prevents nearly all of this: glance at the connection roster on Meeting Settings once a week. It shows every Google Meet connection in the organisation and flags the ones needing renewal, which is the cause behind most unrecorded meetings — and it is the only check that covers your colleagues as well as you.
