# Common Issues & Solutions Guide

#### Definition / Overview

The AI Notetaker in Motion is an automated meeting participant that joins Zoom, Google Meet, or Microsoft Teams calls to capture and generate meeting notes. It provides transcripts, summaries, and action items, stored directly in your workspace for easy access and sharing.

#### Key Properties

<table><thead><tr><th width="219.75390625">Property</th><th>Details</th></tr></thead><tbody><tr><td><strong>Supported platforms</strong></td><td>Zoom, Google Meet, Microsoft Teams</td></tr><tr><td><strong>Participation</strong></td><td>Joins as a visible participant; must be manually admitted from the waiting room</td></tr><tr><td><strong>Output</strong></td><td>Transcript (English), AI-generated summary, suggested action items</td></tr><tr><td><strong>Storage</strong></td><td>Saved under the AI Meeting Notes tab in Motion; can also be shared with external participants via a link, or emailed automatically if the recap setting is enabled.</td></tr><tr><td><strong>Language support</strong></td><td>Understands 102 languages; transcribes only in English</td></tr><tr><td><strong>Duration</strong></td><td>No fixed limit; successfully tested up to 6h.</td></tr></tbody></table>

#### Permissions & Visibility

<table><thead><tr><th width="157.8203125">Role</th><th>Permissions &#x26; Visibility</th><th>Example</th></tr></thead><tbody><tr><td><strong>Team members</strong></td><td><ul><li>Can view and share AI Meeting Notes that live in workspaces they have access to.</li><li>Do not automatically get access to all meeting notes — only those saved into a workspace they’re part of or explicitly shared with them.</li></ul></td><td><strong>All-hands meeting</strong>: Everyone in the “Company Workspace” is invited. Because the notes are saved in that workspace, all team members can see them.</td></tr><tr><td><strong>Meeting attendees</strong></td><td><ul><li>Anyone in the meeting (host or participant) can admit or remove the AI Notetaker.</li><li>Attendees automatically have access to the notes generated from the meetings they were in.</li></ul></td><td><strong>1:1 meeting</strong>: Only you and your manager attend. Only the two of you have access to that meeting note unless it’s shared later into a workspace.</td></tr><tr><td><strong>External participants</strong></td><td><ul><li>Cannot directly access notes stored in Motion.</li><li>Can receive emailed copies if the recap email option is enabled.</li></ul></td><td><strong>Client call</strong>: A client joins your Zoom call. They cannot access notes in Motion, but if you’ve enabled recap emails, they’ll receive a copy by email.</td></tr></tbody></table>

**Permissions in AI Notetaker**\
By default, AI Notetaker notes are only visible to the people who were in the meeting. If you want to share notes more broadly, you have two options:

1. **Share with specific people**\
   Add individual teammates directly by name or email. They’ll receive access only to the notes you’ve shared.
2. **Share with a workspace**\
   Add the entire workspace. Everyone who is part of that workspace will automatically gain access to the notes.

When you open your AI Notetaker, you’ll see tabs to help you understand where your notes live:

* **My Calls** → Notes from meetings you hosted or attended.
* **Shared with me** → Notes others shared with you directly *or because you’re part of a workspace where the notes were shared*.
* **All Calls** → All meetings captured by your team’s AI Notetaker (Team Plans only).
* **Future Calls** → Upcoming meetings where AI Notetaker is scheduled to join.

{% hint style="info" %}
💡 **Pro tip:** If you want a whole team to benefit from meeting notes, share to the workspace. For sensitive calls, stick with sharing directly to individuals.
{% endhint %}

{% hint style="info" %}
💡 **Pro Tip #2**: You can always check who has access to a meeting note by opening it in Motion and clicking the **Share** button.
{% endhint %}

#### Data Handling & Privacy

<table><thead><tr><th width="159.60546875">Category</th><th>Details</th></tr></thead><tbody><tr><td><strong>Storage</strong></td><td>Meeting transcripts and summaries are stored securely in the <strong>AI Meeting Notes</strong> section.</td></tr><tr><td><strong>Access</strong></td><td>All workspace members can view meeting notes. External participants can only receive emailed copies.</td></tr><tr><td><strong>Retention</strong></td><td>Notes remain in the workspace until deleted by a member.</td></tr><tr><td><strong>Deletion</strong></td><td>Any workspace member can delete meeting notes at any time.</td></tr><tr><td><strong>Transparency</strong></td><td>The Notetaker always joins as a visible participant, so all attendees know it is present.</td></tr><tr><td><strong>Security</strong></td><td>Meeting notes are handled under Motion’s standard data and privacy policies. See [Motion Security &#x26; Privacy] for details.</td></tr></tbody></table>

{% hint style="warning" %}
⚠️ Deleted notes can't be retrieved
{% endhint %}

#### Error Messages

<table><thead><tr><th width="190.83203125">Error Message</th><th width="261.2109375">Meaning</th><th>Action</th></tr></thead><tbody><tr><td><strong>“Notetaker could not join”</strong></td><td>The Notetaker was blocked from entering the meeting.</td><td>Check the platform (Zoom, Meet, Teams) settings, then open the meeting event on Motion and click <strong>Add notetaker now</strong>. Then manually admit the Notetaker from the waiting room.</td></tr><tr><td><strong>“Audio not detected”</strong></td><td>The meeting had no microphone activity or all participants were muted.</td><td>Ensure microphones are on and audio is working. Retry the session if needed.</td></tr><tr><td><strong>“Transcription failed”</strong></td><td>The Notetaker could not process the meeting audio.</td><td>Check audio quality and background noise.</td></tr><tr><td><strong>"Bot timed out"</strong></td><td>The Notetaker waited too long in the lobby and was removed automatically. Once it times out (15 minutes of the meeting start time), it cannot rejoin on its own. You must re-add it manually.</td><td>Return to the Motion event and click <strong>Add Notetaker now</strong> to re-enable it in the meeting.</td></tr></tbody></table>

### ⚠️ Common Issues & Solutions

<table><thead><tr><th width="191.3046875">Issue</th><th>Why it happens</th><th>How to fix it</th></tr></thead><tbody><tr><td><strong>Notetaker could not join</strong></td><td>The Conference platform blocked the bot entry (most likely due to security settings)</td><td>Manually admit the Notetaker from the waiting room; check Zoom/Meet/Teams admin settings</td></tr><tr><td><strong>Bot timed out</strong></td><td>Notetaker waited 15+ minutes in lobby without being admitted</td><td>Return to the Motion event and click "Add Notetaker now" to resend it to the meeting</td></tr><tr><td><strong>Audio not detected</strong></td><td>No microphone activity or all participants muted</td><td>Ensure all mics are on; ask for the attendees to check their audio levels; retry the meeting</td></tr><tr><td><strong>Transcription failed</strong></td><td>Poor audio quality or excessive background noise</td><td>Reduce background noise; ask participants to speak clearly; check internet connection.</td></tr><tr><td><strong>No action items generated</strong></td><td>Meeting had no clear task discussions or assignments</td><td>Encourage participants to use verbal cues like "Create task" or "<em>Action item</em>:"</td></tr><tr><td><strong>External attendees didn't receive email</strong></td><td>Email setting disabled</td><td>Enable "<em>Email external attendees</em>" in Conference Settings</td></tr><tr><td><strong>Meeting notes not visible to team</strong></td><td>Notes saved to wrong workspace or shared incorrectly</td><td><p>Move notes to shared workspace or generate shareable link.</p><p><strong>Read this article to learn how to share a doc externally.</strong></p></td></tr><tr><td><strong>Notetaker appears as participant but doesn't speak</strong></td><td>This is normal – bot is silent by design</td><td>No action needed; this is intended behavior</td></tr><tr><td><strong>Duplicate action items created</strong></td><td>Same task mentioned multiple times in meeting</td><td>Review and reject duplicates in the action items list before approving</td></tr><tr><td><strong>Can't accept recommended tasks</strong></td><td>This happens when the recommended tasks are being assigned to a workspace that the users doesn't have access to.</td><td>Request access from someone within that workspace</td></tr></tbody></table>

### Platform Related Issues

#### No Meeting URL Included on the Event

**Problem:** If there is no meeting URL on the calendar event (either in the description or the location field)

**Impact:** This is the case independent of the meeting provider.

**Solution:** Ensure all calendar events have a valid meeting URL in either the description or location field.

#### Meeting URL in an Unrecognized Format

**Problem:** Sometimes the meeting URL can be in a format that we don't recognize, either because:

* The user is masking it with their own custom URL
* They are using an external service like Proofpoint to mask their URL

**Impact:** We cannot send the bot to the meeting because we don't recognize that the link is a meeting link.

**Solution:** Use standard meeting URLs from your conferencing provider (Zoom, Google Meet, Microsoft Teams) without masking or external services.

### 1. Microsoft Teams

#### Non-Standard Teams Meetings

**Problem:** Non-standard Teams meetings are currently unsupported.

**Unsupported meeting types:**

* Registration-required meetings & webinars
* Teams Live Events
* Town Hall Events
* Direct calls

**Solution:** Use standard Teams meetings for AI Notetaker support.

#### Registration-Required Meetings & Webinars

**Problem:** Meetings and webinars that require registration are currently not supported.

**Solution:** Create standard Teams meetings without registration requirements if you want AI Notetaker to join.

#### Teams Breakout Rooms

**Problem:** Teams breakout rooms are currently not supported.

**Impact:** The Notetaker will only capture the main call, not breakout room conversations.

**Solution:** Keep important discussions in the main meeting room if you need AI Notetaker to capture them.

### 2. Google Meet

#### The Meeting Requires Users to Be Signed In

**Problem:** Google Meet can sometimes require users to be signed in with their Google accounts if this setting is turned on in GSuite accounts.

**Impact:** Motion currently doesn't support these use cases.

**Solution:** Disable the "Sign-in required" setting in your Google Workspace admin settings to allow the Notetaker to join.

#### The Meeting Disables External Users from Joining

**Problem:** Some users disable external users from joining their Meet links through Google Workspace settings.

**Impact:** The Notetaker cannot join because it's treated as an external participant.

**Solution:** Enable external users to join in your Google Workspace settings. This is a Google Workspace admin setting that needs to be adjusted.

### 3. Zoom

#### Host Was Not Present

**Problem:** Sometimes a bot joins a meeting but is unable to record because it never asked for permission. This means the host was not present and thus was unable to grant recording permissions to the bot.

**Solution:** In order for a bot to get recording permissions when the host is not present in the meeting, the creator of the meeting must be authenticated via the [Zoom OAuth Integration](https://recallai.readme.io/reference/zoom-oauth-getting-started).

**Troubleshooting:** If the end user that created the meeting is not showing up as the host (`is_host: false`), one of two things is going on:

* They are not signed into the Zoom account where the meeting was created from
* They are not signed into their Zoom client at all

#### The Host's Local Recording Setting Was Disabled

**Problem:** If the host's global local recording setting is disabled, the bot will fail to record.

**Error indicator:** The bot will have a Recording Permission Denied event with a `zoom_local_recording_disabled` sub code.

**Solution:** Host should enable their global user-level local recording setting in their Zoom user settings.

#### The Host Has Disabled Permitting Participants to Record Locally

**Problem:** The host has their global local recording setting enabled, but they can't grant participants permission to record locally, which is needed for a bot to record.

**Error indicator:** The bot will emit a Recording Permission Denied event with a `zoom_local_recording_request_disabled` sub code.

**Solution:** Host should enable this setting by checking the boxes labeled:

* Internal meeting participants
* External meeting participants