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 |
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.
Error Signatures
permission_blocked: OS-level permission denied or revoked.session_expired: auth token stale; sign out/in required.capture_unavailable: audio route unavailable or blocked by endpoint policy.
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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