Diagnose Empty Transcript

Use this playbook when a live call starts but transcript content is missing or delayed.

Fast Triage (under 2 minutes)

1. Confirm meeting platform is supported and call is active.
2. Check desktop app shows authenticated state.
3. Validate microphone permission and active input device.
4. Confirm network stability (no VPN packet loss spikes).

Decision Tree

• If no overlay + no transcript: permission or detection issue. Re-run permission checks and restart desktop app.
• If overlay present but transcript empty: audio-route issue. Verify selected input device and system-level mic access.
• If transcript starts then stalls: connectivity issue. Switch network and retry.
• If only one speaker captured: confirm OS input route and conference platform audio mix settings.

Still Nothing Hours Later

Transient processing problems retry on their own, so a transcript or summary that's missing minutes after a call usually resolves itself. One that's still missing a couple of hours later has failed terminally and won't recover without help.

At that point, contact support with the meeting title, its date and time, and the platform it was on. For a desktop-side problem, attach a support bundle as well.

Verification

• Speak 3 test phrases and verify near-real-time rendering in the overlay — that's the live transcript, and it should appear as you talk.
• Ask one question. If no answer card appears, that alone isn't a fault: Tenali only surfaces answers it's confident in. Check the overlay transcript is filling instead.
• End the test meeting, wait for processing, then confirm the transcript persists in the summary view.

Escalate With

• Meeting platform + timestamp
• Desktop app version
• Screenshot of permissions pane
• Network context (VPN/on-prem/public Wi-Fi)