TroubleshootingConversations

Troubleshoot Conversations

Resolve meeting access, summary, action-item, recording, Krisp delivery, and Granola sync problems.

Last updated 2026-08-20 9 min read

First separate workspace access, meeting access, meeting content, and provider delivery. They use different gates and recovery paths. Do not broaden visibility, create a share, request access, delete data, or rotate a credential merely to test whether a page works.

The organization workspace is missing

Confirm that you are signed in with the intended account.
Confirm that the account has a current member or administrator role in that organization. Guest membership does not create a Conversations workspace.
Open https://conversations.infra.one/. If Select an organization appears, use Open organization selector instead of editing an organization slug into the URL.
If membership was removed, use the organization’s established access process. A former meeting attendance row does not reopen the workspace by itself.

A meeting is missing from the browser

Clear Search title or summary… and the active filters.
Check My meetings, Org meetings, and Shared with me. The access classification uses precedence, so one meeting with several access paths resolves to its highest-priority class. Only Yours is printed in table cells at the reviewed revision; Org, Shared, and Unassigned remain filters, so use the views and filters instead of treating a blank Access cell as denial.
Confirm that the meeting is in the intended organization and that the provider delivery or Granola poll actually completed.
Confirm one valid access basis: current ownership, current membership plus recorded member attendance, Org-visible state, or an explicit share.
Do not infer access from an administrator role. A private meeting remains hidden unless the strict unassigned-recovery condition applies.

The private-meeting request page appears

The masked page may show title, date, duration, participant labels, and request state. It must not expose transcript, summary, notes, utterances, or action items.

If no request exists, enter an optional Message of at most 2,000 characters and select Request access once.
If Access requested appears, wait for an eligible person to answer. Repeated submission cannot create another pending request.
If Your last request was declined. You can ask again. appears, confirm the access need before creating a new request. There is no expiry or cooldown.
A requester cannot approve their own request. Administrator recovery can resolve a stranded request without granting that administrator meeting-read access.

If approval was reported but the full meeting does not open, reload once and confirm that the requester is still a current non-guest member. Approval and its explicit share are atomic, but resolution notifications are separate delivery effects.

Only the current owner or a current organization-member attendee can manage shares, change visibility, or delete the meeting.

An explicit share, Org-visible access, or an administrator title alone is insufficient. The administrator fallback for a stranded access request does not add these controls. Use the actual owner or a current member attendee rather than expanding visibility as a workaround.

A recording does not appear or play

Confirm that the full meeting page, rather than its request panel, is open.
Confirm that this provider meeting includes a recording. The control is absent when no recording reference was supplied.
Reload the meeting and retry the Infra One player.
Do not retrieve, share, or place the provider recording URL in a browser, ticket, example, or capture. Conversations fetches the audio server-side and returns its bytes through an authenticated endpoint; it returns not found when the meeting or access check fails.
If the player remains unavailable, preserve only the approved organization and internal meeting identifier, provider, time, and visible error for a private support channel. Do not attach the recording or transcript.

Summary generation is unavailable or fails

Symptom	Recovery
There is no transcript text to summarize.	Wait for or repair the provider transcript. A recording or title alone is insufficient.
AI features are turned off.	Use the existing provider summary, or follow the organization’s approved AI-feature process. Do not repeatedly submit the disabled control.
Generating… remains visible	Wait for the background job, then reload the meeting. Do not start duplicate work while the first request is still active.
Could not generate a summary right now	Confirm transcript text and AI availability, then retry once. Preserve the meeting identifier, time, and visible message if it fails again.

Regeneration replaces the current summary. Copying the old summary into a public issue or document is not a safe backup procedure.

Action items are missing or unexpected

Open the meeting’s Action items tab and distinguish No action items yet. from a filtered cross-meeting list.
Select Extract from meeting only when the provider data, outline, or summary is expected to contain action items.
Reload and review the list. Extraction adds missing items and preserves manual items and existing completion states; it does not rebuild the list from scratch.
Add an approved manual item when no extractable source exists.
In the cross-meeting Action items page, clear Search action items… and Status filters. That page intentionally excludes items from meetings the current viewer cannot open.

If one provider item remains absent, preserve the provider, meeting identifier, event time, and non-sensitive item identifier for private support. Do not include the raw provider payload or transcript.

Krisp has no recent delivery

For Krisp recovery, resend approved missing meetings from Krisp History because Krisp does not retry them automatically.

In Connections, locate the intended Team-wide or Personal Krisp card. Enable means the connection is disabled; select it before expecting a delivery. Then check Active, Degraded, or Error, plus Last received and Last error.
Confirm in Krisp that the approved connection has both current configuration values and the request header named x-krisp-webhook-secret. Never paste either value into support notes.
Confirm that transcript_created and note_generated are both subscribed. They can arrive in either order.
If the secret was rotated, re-enter both the current URL and the new secret because Krisp clears fields left blank. The old secret stopped working immediately.
If the connection was disabled, select Enable. Krisp did not queue or retry deliveries received while disabled.
Resend approved missing meetings from Krisp History, then verify Last received and the meeting record.

The first recorded health failure changes a healthy connection to Degraded; the third consecutive recorded health failure produces Error. Authentication, token, size, and rate-limit refusals can leave the previous tag unchanged. A later recorded success returns an unhealthy connection to Active. Disabling does not change that health tag, and Last received advances on a recorded failure. Do not treat Active or a timestamp without an enabled connection, a reviewed absence of error, and the expected meeting as ingestion proof.

If the Krisp connection was deleted, its endpoint and secret cannot be restored. Create and configure a new connection. Existing ingested meetings and the source meetings in Krisp remain, but missed meetings still require an approved resend.

The current team card renders its Krisp webhook URL even for ordinary workspace members. Treat it as a credential despite that visibility: do not copy, capture, or include it in support evidence.

Granola cannot connect

Granola can reject an invalid or expired key, require a Business or Enterprise plan, rate limit repeated attempts, or be temporarily unavailable.

Message	Recovery
Cannot connect Granola. Enter your API key first.	Enter the approved key in Connect Granola.
Cannot connect Granola. That API key is invalid or expired.	Obtain a valid key. If replacing a saved connection, delete it and reconnect because the current page has no key-update control.
Cannot connect Granola. API access requires a Business or Enterprise plan.	Use an account with the required plan; repeated submission cannot bypass the provider limit.
Could not connect Granola. Too many attempts — wait a moment and try again.	Stop retrying, wait, then submit the reviewed key once.
Could not connect Granola. It is temporarily unavailable — try again shortly.	Preserve the time and visible message, then retry after the provider recovers.

The key is verified live before the connection is stored. Never include it in a screenshot, browser recording, ticket, or support message.

Granola connects but meetings are missing

If Last synced advances without the meeting, verify the expected completed content, retry once after correcting the state, and then use an approved private support channel.

Confirm the card shows Disable, meaning the connection is enabled, and review its health tag, Last synced, and Last error. A disabled connection can still show Active, and the timestamp can advance on failure.
Confirm the note is completed in Granola. Conversations polls completed notes rather than receiving real-time webhooks.
For a new connection, confirm the note falls within the initial 30-day window. The initial sync is not a full-history import.
Select Sync now once only after enabling the connection. Started the sync. New meetings will appear shortly. acknowledges an enqueue attempt, not successful job insertion or completion; a disabled connection ignores the request despite that message.
Wait for Last synced, then search All meetings again. A run can stop at its page cap and continue on a later poll.
If a completed note remains absent after healthy polls, preserve its non-sensitive provider identifier and completion time for private support. Per-note transient failures are retried only up to an internal limit.

A Granola meeting shows No transcript utterances available. and no Talk time because Granola does not supply speaker diarization. That state does not by itself prove that the completed note or summary failed to ingest.

Disabling Granola pauses polling; enable it before requesting another sync. Deleting and reconnecting starts a fresh 30-day initial window and does not delete meetings already ingested.

Collect safe support evidence

Use an approved private support channel and include only what is necessary:

organization and meeting identifiers that the channel permits;
provider and Team-wide or Personal scope;
visible Active, Degraded, or Error state;
Last received and Last synced time;
a reviewed, non-sensitive error category and approximate time; treat raw Last error and visible backend detail as potentially sensitive and redact them before sharing;
whether the expected meeting is completed at the provider.

Never include a webhook capability URL, secret value, API key, raw payload, recording, transcript, participant email, customer data, or private request message.