Troubleshooting
Desktop App Issues
Diagnose desktop-specific problems with permissions, detection, and overlay behavior.
Use this runbook for issues that happen during live desktop-assisted calls.
Symptom Matrix
| Symptom | Primary Likely Cause | First Action |
|---|---|---|
| Overlay never appears | Missing permission or unsupported context | Re-check permissions + supported platform |
| Overlay appears, transcript empty | Mic/device route issue | Validate active microphone and OS access |
| Transcript starts, then stalls | Network instability | Switch network and retry |
| Frequent reconnect state | Session/auth or connectivity drift | Restart app and verify auth health |
| "Access denied" (403) / meetings show under the wrong person | Signed in as a different user on a shared computer | Sign out and sign back in as the correct user |
Deterministic Fix Path
- Confirm app is signed in and on a supported meeting platform.
- Re-check Microphone, Screen Recording, Accessibility permissions.
- Restart desktop app and rejoin a controlled Zoom/Meet test call.
- Verify transcript updates within first 30 seconds.
- Ask one known question and confirm answer card generation.
What the Desktop App Tells You
The app surfaces problems as on-screen messages rather than error codes:
- Missing OS permissions — the app walks you through the exact macOS or Windows permission that's missing. See Permissions.
- Signed out — you're returned to the sign-in screen; sign back in and the overlay resumes.
- No audio being captured — the overlay shows no transcript lines. This is almost always a microphone or system-audio permission, or another app holding the audio device. A recording that starts but produces no speech also ends up with an empty transcript and no summary — see Diagnose an Empty Transcript.
- Reconnecting — shown when the network drops briefly mid-call. The recording keeps running and transcript data captured while offline is queued and sent once the connection returns, so don't restart the app. That guarantee covers a temporary drop only: if sign-in has expired, DNS or your firewall is blocking Tenali, or the recording never started cleanly, capture or delivery can still fail. If the overlay stays in this state for the rest of the call, treat it as a connectivity problem — see Login & Connectivity.
For anything else, generate a support bundle — see Diagnostic Logs & Support Bundle — and quote the on-screen message when you contact support.
Escalation Conditions
Escalate when the deterministic fix path fails twice on a supported platform.
Include: app version, macOS version, meeting platform, timestamp, and permission screenshots.
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