Troubleshooting
Find the message you're seeing, or the problem that sounds closest. Messages are quoted exactly as Meet shows them, so you can search this page (⌘F or Ctrl+F) for the words on your screen.
Microphone and recording
"Your browser blocked the microphone. Allow it in the address bar and try again."
At some point the browser was told not to let your Rock site use the mic. To allow it again:
- Chrome (Mac or Windows): click the icon at the left of the address bar, set Microphone to Allow, then reload the page.
- Safari (Mac): choose Safari › Settings for this Website… (or Settings › Websites › Microphone) and set your Rock site to Allow. Reload.
- iPhone / iPad: tap aA in the address bar, then Website Settings › Microphone › Allow. Also check Settings › Apps › Safari › Microphone.
- Android: in Chrome, tap the icon left of the address bar, then Permissions › Microphone › Allow.
- Mac, still blocked? Open System Settings › Privacy & Security › Microphone and make sure your browser is switched on. You may need to quit and reopen the browser afterward.
- Windows, still blocked? Open Settings › Privacy & security › Microphone and turn on microphone access for apps and desktop apps.
"No microphone found."
The computer can't see any microphone.
- On a desktop, plug in a headset or USB mic.
- Check that Bluetooth headphones are actually connected. Try turning them off to use the built-in mic.
- On a Mac, check System Settings › Sound › Input shows a device.
"Couldn't start the microphone."
Usually another app is already using the mic.
- Quit Zoom, Teams, Google Meet, FaceTime, a voice memo app or another browser tab that's recording, then try again.
- If that doesn't work, restart the browser. Restart the computer or phone as a last resort.
"This browser can't record audio. Try Chrome or Safari."
You're in a browser that can't record, often a link opened inside another app. Open the page in Chrome or Safari.
"Recording needs a secure (https) page and a browser with microphone access."
The Rock address you used doesn't start with https://. Use your church's secure Rock address, or tell whoever looks after Rock.
"Recording paused: something else took the microphone…"
A phone call, another app, or a locked screen took the mic. Nothing is lost. Unlock the screen, or finish the call, and recording picks up again by itself (you'll see Recording again.). If it says this part is recording silence, the mic is still busy elsewhere.
"The recording stopped on its own — the screen locked or the microphone was taken away."
Everything recorded up to then is transcribed automatically. To keep going, click Record again.
"Nothing was recorded." or "Nothing could be heard in that recording."
The recording was silent.
- Check for a hardware mute switch on your headset or USB mic, or a muted mic in your computer's sound settings.
- Check the right mic is selected (Mac: System Settings › Sound › Input; watch the level bars move as you talk).
- Make sure you didn't leave it on Pause.
The transcript is poor, or names are wrong
- Move the device closer to whoever talks quietest, and away from fans, vents and clattering dishes.
- One person speaking at a time helps a lot.
- Unusual names are often misheard. Make sure the person is on Meet's staff list, since those names are passed to the transcription service, and correct any spelling in the write-up afterwards.
It says "Uploading…" for a long time
The connection is slow or dropped. Stay on the page and check your Wi-Fi. If it fails, you'll see the next message instead, and the recording is kept on your device.
"Part of the recording didn't upload. It's saved on this device and will be tried again when you stop."
Keep recording. It tries again when you click Stop and transcribe.
"The recording didn't upload. It's still here…"
The buttons are Retry upload, Save a copy and Discard recording. The recording is only on this device right now.
- Check your internet connection, then click Retry upload.
- If it still fails, click Save a copy to download the audio file before you leave the page, and send it to whoever looks after Meet.
- Only use Discard recording if you're sure you don't want it. It can't be brought back.
You can't start a new recording until that one is uploaded or discarded.
"Recovered a recording from … that never uploaded."
The page was closed, reloaded or crashed before a recording finished uploading. Click Retry upload to add it, or Save a copy. Recovery only works on the same device and browser that made the recording, so always record in a normal (not private or incognito) window.
"Unpublish before recording into this meeting."
The meeting is already published. Click Unpublish, record, then publish again. Everyone gets the email again.
"Only a host can record this meeting." / "This isn't your check-in to record."
Only the meeting's host (or an admin, or a leader of a department it's addressed to), or the supervisor running the check-in (or the person who leads their team), can record. Ask them to start the recording.
The Record button isn't there
- Meetings can only be recorded while they're a draft, on or after the meeting's date. Upcoming and published meetings don't show it.
- Check-ins show it only to the person running the check-in.
- If you see Recording isn't set up, your admins haven't turned it on in Settings → AI.
"Close to the 3 hours limit."
The recording will stop soon by itself. Wrap up, or let it stop and record the rest separately.
"Part of a recording is still waiting to be transcribed." / Transcription didn't work
Any of these messages means the recording is safe. In a minute, click Try again next to Part of a recording is still waiting to be transcribed:
- "Couldn't reach the transcription service. The recording is safe — try again."
- "Transcription failed (…). The recording is safe — try again."
- "The transcription came back unreadable. The recording is safe — try again."
If it keeps failing, contact whoever looks after Meet. Discard it throws the audio away for good.
"You're doing that a lot. Give it N seconds."
You've hit the limit of 6 in 5 minutes. Wait the time shown, then try again.
"Part of the recording is no longer available."
The audio has already been cleaned up, so there's nothing left to transcribe. Record again if you need to.
"Recording isn't set up…" / "Draft Notes isn't set up yet…" / "The transcription service refused the API key."
This is a setup problem, not you. Tell your Meet admin; they can fix it in Settings → AI. Any recording you made has been kept.
"The model took too long to answer. Try again."
The AI didn't answer in time, and nothing was changed. On a meeting, click Draft Notes again in a minute.
Signing in
| You see | What to do |
|---|---|
| No Meet in Rock's menu, or a Meet link shows an empty page | You're not on the staff list yet, an admin hasn't finished setting up your account, or you've been removed. Ask a Meet admin. If they've added you, check you're signed in to Rock as yourself. |
| The To-do Department tab says You're not in a department yet, or I have no supervisor | An admin hasn't put you in a department or set your supervisor yet. |
Pages and saving
| You see | What it means / what to do |
|---|---|
| "Something went wrong. Please try again." | Usually temporary. Try again. If it keeps happening, tell whoever looks after Meet. |
| "That … couldn't be found. It may have been deleted…" | The item was deleted, the link is old, or it isn't shared with you. |
| No Settings in the menu | Settings is for people who lead staff. |
| The browser asks before leaving the page | You have unsaved edits, or a recording in progress. Stay and save first. |
| Publish is greyed out | Save your changes first (Publish sends the notes exactly as saved), or the meeting hasn't happened yet, or there's no write-up. |
| "Only a host…", "Only an admin…", "Only this person's supervisor…" | You don't have permission for that item. See Who sees what for who can, and ask them. |
Other questions
The number next to To-do won't go away. It counts your open to-dos (personal ones, anything assigned to you, and unticked lines on your Shared To-dos lists), so it drops as you tick them off.
I ticked or deleted something by mistake. Click Undo in the message that pops up. After it disappears, a deleted item can't be restored. A ticked item can be unticked under Completed.
The AI gave an action item to the wrong person, or left it Unassigned. Open the meeting or check-in and reassign it. On a meeting, anyone who can read it can click Take it or Join on an item.
Can I get the recording back? No. Audio is deleted as soon as the transcript is saved. The transcript stays with the meeting or check-in.
Why can't I see my check-in notes? They stay hidden until your supervisor wraps up the check-in. You'll get an email when they do.
Can my supervisor see my personal to-dos, personal goals or Shared To-dos lists? No, unless you share a list with them.
How do I change my photo or name? Change it on your Rock profile. Meet picks it up from there.
Still stuck?
Contact whoever looks after Meet at your church, and include:
- The page you were on
- The exact message you saw
- Your device and browser (for example, "iPhone, Safari" or "Windows laptop, Chrome")
- For recording problems: roughly how long you'd been recording, and whether you clicked Save a copy
If you look after Meet and need us, contact support.