Terret Call Intelligence: Why Calls Aren't Recorded
This guide covers the error codes that can prevent a call from being recorded, what they mean, why they typically happen, and what the Terret admin should do about each one.
1. General / Unexpected Failures
These errors do not point to a specific meeting setting. They usually need triage with support.
| Error | What it means | Typical cause | What should the Terret admin do |
|---|---|---|---|
| bot_errored | Something unexpected went wrong while the bot tried to join or record. | Unknown — could be a transient issue or a bug. | Reach out to support@terret.ai with call title, time, and meeting platform. |
| failed_to_launch_in_time | The bot could not start quickly enough to join the meeting. | Recording provider infrastructure delay (not the customer's meeting settings). | Recommend retry on the next call. Escalate to support@terret.ai if it happens again. |
2. Meeting Link, Timing, or Access
The bot could not find or enter the meeting. These are usually fixable by the customer before the next call.
| Error | What it means | Typical cause | What should the Terret admin do |
|---|---|---|---|
| meeting_not_found | No meeting existed at the link on the calendar invite. | Wrong or outdated link; meeting was deleted; typo in invite. | Ask the host to confirm the calendar event has the correct conferencing link and that the meeting was actually scheduled. |
| meeting_link_invalid | The link does not point to a valid meeting. | Broken URL, wrong meeting ID, or copied link from a different session. | Have the host regenerate the invite link and update the calendar event. |
| meeting_link_expired | The join link is no longer valid. | One-time or time-limited links; old recurring link. | Ask for a fresh invite link on the calendar event. |
| meeting_not_started | The meeting had not started when the bot tried to join. | Bot joined too early; host had not opened the meeting yet. | Confirm the meeting start time. Usually resolves if the host starts on time and the bot retries or joins when the meeting opens. |
| meeting_not_accessible | The bot could reach the link but was not allowed in. | Host restrictions, waiting room, or org-only access. | Review host settings (waiting room, who can join). Ensure the bot is admitted or auto-admitted. See platform sections below. |
| meeting_requires_registration | Attendees must register before joining. | Webinar or registration-only meeting. | Ask the host to disable registration for internal recordings, or use a standard meeting link instead of a registration-only webinar link. |
| meeting_requires_sign_in | Only signed-in users can join. | Org policy: anonymous or guest join disabled. | Reach out to support@terret.ai. |
| meeting_password_incorrect | The password on the invite was wrong. | Password changed after invite was sent; wrong passcode in calendar. | Ask the host to update the calendar event with the current password. |
| meeting_locked | The host locked the meeting after it started. | Host manually locked the room. | Ask the host to unlock before the bot joins, or admit the bot from the waiting room. |
| meeting_full | The meeting hit its participant limit. | Too many attendees for the host's plan or room size. | Ask the host to increase capacity or use a link that allows more participants. |
| meeting_ended | The meeting was already over when the bot tried to join. | Late bot arrival; meeting ended early; wrong time on calendar. | Confirm calendar time zone and duration. This call cannot be recovered — focus on the next meeting. |
3. Call Ended During or After Recording
The bot joined but left before a usable recording was captured.
| Error | What it means | Typical cause | What should the Terret admin do |
|---|---|---|---|
| call_ended_by_host | The host ended the meeting for everyone. | Host clicked End for all; meeting intentionally closed. | Explain that recording stops when the host ends the call. Partial recording may exist if the bot joined earlier — check call detail. |
| call_ended_by_platform_idle | The platform ended the call because no one was active. | Empty room; everyone left; long silence. | Confirm whether the meeting actually took place. If reps leave before the bot is admitted, no recording will occur. |
| call_ended_by_platform_max_length | The platform ended the call due to a time limit. | Free Zoom accounts (e.g. 40-minute limit) or org max duration. | Check your video plan limits. Upgrade host license or split long meetings if needed. |
| timeout_exceeded_in_call_recording | The bot left because it waited too long in the call without finishing recording. | Configured timeout reached — often long waiting room or no active session. | Check if the bot sat in waiting room too long. Ensure hosts admit the bot promptly. |
| timeout_exceeded_max_duration | The bot hit a maximum recording duration limit. | Very long call on pay-as-you-go recording plan. | Escalate to support@terret.ai. |
4. Zoom-Specific Errors
These appear when the customer uses Zoom. Many relate to Zoom admin settings, SDK approval, or host security options.
| Error | What it means | Typical cause | What should the Terret admin do |
|---|---|---|---|
| zoom_sdk_credentials_missing | Zoom is not fully set up for Call Intelligence. | Terret / Recall Zoom integration not configured for this environment. | Send to support@terret.ai. |
| zoom_sdk_app_not_published | Zoom has not approved the recording app for broad use. | Zoom marketplace / SDK approval pending. | Bots may only join meetings hosted by the workspace that created the credentials. Reach out to support@terret.ai. |
| zoom_sdk_update_required | Zoom requires a newer connection version. | Platform version mismatch. | Reach out to support@terret.ai. |
| zoom_registration_required | This Zoom meeting requires attendee registration. | Webinar or registration-enabled meeting. | Ask host to use a standard meeting without registration, or adjust Zoom settings. |
| zoom_captcha_required | Zoom asked for a captcha to join. | Security setting on the meeting or account. | Host should disable captcha for meetings where the bot joins, or use authenticated join. |
| zoom_email_required | Zoom requires an email address to join. | Meeting join policy. | Ensure bot account has a valid email configured — reach out to support@terret.ai if persistent. |
| zoom_email_blocked_by_admin | The customer's Zoom admin blocked the bot's account from this meeting. | Zoom workspace admin policy. | Customer's Zoom admin must allow the bot account or Terret's join method. |
| zoom_account_blocked | Zoom blocked the account the bot uses. | Zoom security / abuse prevention. | Reach out to support@terret.ai with call details; customer may need to work with Zoom admin. |
| zoom_web_disallowed | The host disabled joining from the web browser. | Zoom setting: "Only authenticated users can join from Web client" or similar. | Ask Zoom admin to allow web join for the bot, or use SDK-based join (reach out to support@terret.ai). |
| zoom_meeting_not_accessible | The bot could not access this Zoom meeting. | Permissions, wrong account, or host restrictions. | Verify Zoom host settings and that the correct Zoom account is connected in Terret. |
| zoom_meeting_host_inactive | The Zoom host account is disabled or restricted. | Host user suspended or inactive in Zoom. | Customer must reassign meeting to an active host account. |
| zoom_another_meeting_in_progress | The host already has another Zoom meeting running. | Host started a new meeting before ending the previous one. | Ask host to end the other meeting first; bot can join once the new one is live. |
| zoom_error_multiple_device_join | Another session already joined with the same bot credentials. | Same bot account in two meetings at once. | Ensure only one concurrent meeting uses the same bot login. Retry after the other call ends. |
| zoom_invalid_webinar_invite | The webinar invite link or password was wrong. | Incorrect webinar URL, passcode, or token. | Host should send an updated calendar invite with correct webinar details. |
| zoom_voice_recording_not_supported | The link was for a Zoom Phone / voice summary, not a live video meeting. | Wrong link type on the calendar event. | Ask customer to use a standard Zoom Meeting link, not a phone/voice recorder link. |
| zoom_invalid_join_token / zoom_token_expired / zoom_invalid_signature | Zoom rejected the bot's secure join credentials. | Expired token, wrong meeting, or invalid Zoom app setup. | Reach out to support@terret.ai — usually configuration or token timing, not end-user error. |
| zoom_internal_error / zoom_connection_failed / zoom_join_timeout | Zoom's servers had a problem or the join request timed out. | Transient Zoom outage or network issue. | Retry on next meeting. If widespread, check Zoom status and reach out to support@terret.ai. |
5. Google Meet-Specific Errors
These relate to Google sign-in, org restrictions, and Meet host settings.
| Error | What it means | Typical cause | What should the Terret admin do |
|---|---|---|---|
| google_meet_sign_in_missing_login_credentials / google_meet_sso_sign_in_missing_login_credentials | The bot is not signed into Google. | Google login not configured for Call Intelligence. | Reach out to support@terret.ai to configure Google bot accounts. |
| google_meet_sign_in_failed / google_meet_sso_sign_in_failed | The bot could not sign in to Google. | Wrong password, SSO policy, or expired session. | Reach out to support@terret.ai to verify bot Google account / SSO setup with customer IT. |
| google_meet_sign_in_captcha_failed | Google showed a captcha during sign-in and the bot could not complete it. | Google security challenge on the bot account. | Work with customer IT and support@terret.ai on trusted bot account policies. |
| google_meet_sign_in_missing_recovery_credentials | Google asked for account recovery info that is not on file. | Incomplete bot account setup. | Reach out to support@terret.ai. |
| google_meet_sso_sign_in_missing_totp_secret | SSO requires two-factor authentication that is not configured for the bot. | Customer enforces 2FA / TOTP on Google SSO. | Customer IT and support@terret.ai must configure bot SSO with 2FA support. |
| google_meet_login_not_available | No free Google bot account was available to join. | All configured Google accounts were in use. | Reach out to support@terret.ai to add capacity or reduce concurrent load. |
| google_meet_bot_blocked | Google Meet or the host blocked the bot from joining. | Host denied entry; org policy; "knock" rejected. | Ask host to admit the bot and allow external / guest recording bots per org policy. |
| google_meet_knocking_disabled | The bot could not request to join because knocking is disabled. | Meet setting: only invited users can join without asking. | Host should invite the bot account or enable join requests / open access for scheduled calls. |
| google_meet_organisation_restricted | Only people in the host's organization may join. | Google Workspace restriction on external participants. | Customer IT must allow the bot's Google account as trusted, or relax external join rules for recorded meetings. |
| google_meet_meeting_room_not_ready | The Meet room was not open yet when the bot arrived. | Host had not started the Meet; early join. | Same as "meeting not started" — confirm start time and host opens the room. |
| google_meet_permission_denied_breakout | The bot tried to join a breakout room and was rejected. | Breakout rooms have separate access rules. | Explain that breakout rooms may not be recorded. Main room recording is the supported path. |
| google_meet_video_error / google_meet_internal_error | Google Meet had a technical problem during join. | Transient Google issue. | Retry next meeting; reach out to support@terret.ai if repeated. |
6. Microsoft Teams-Specific Errors
| Error | What it means | Typical cause | What should the Terret admin do |
|---|---|---|---|
| microsoft_teams_sign_in_credentials_missing / microsoft_teams_sign_in_failed | The meeting requires signed-in participants but the bot is not signed in. | Teams "org only" or authenticated join; bot account missing or failed login. | Reach out to support@terret.ai for Teams bot sign-in. Customer IT may need to allow the bot account. |
| microsoft_teams_2fa_required | The bot account has two-factor authentication enabled. | 2FA on the Teams bot user breaks automated sign-in. | Reach out to support@terret.ai to disable 2FA on the dedicated bot account per Teams bot setup guide. |
| microsoft_teams_bot_not_invited | Only the specifically invited account may join. | Private Teams meeting; bot account not on invite. | Ask organizer to invite the bot's Teams account to the meeting or use a link that allows org guests. |
| microsoft_teams_event_not_started_for_external | External participants (including the bot) cannot join before the organizer starts the event. | Teams lobby policy for external guests. | Organizer must start the meeting before external attendees (and the bot) can enter. |
| microsoft_teams_captcha_error | Teams required a captcha for anonymous join. | Security policy for guests. | Use signed-in bot account (reach out to support@terret.ai) or adjust Teams guest access policy with customer IT. |
| microsoft_teams_call_dropped | Teams disconnected the bot and it could not reconnect. | Transient Teams network or server issue. | Retry on next call; reach out to support@terret.ai if frequent. |
| microsoft_teams_breakout_room_unsupported | The bot was moved to a breakout room, which is not supported. | Host opened breakout rooms during the call. | Advise customer that recording in Teams breakout rooms is not supported. Keep main-room recording. |
| microsoft_teams_internal_error | Teams reported a server-side error. | Transient Microsoft issue. | Retry; reach out to support@terret.ai if pattern affects many calls. |
7. Webex
| Error | What it means | Typical cause | What should the Terret admin do |
|---|---|---|---|
| webex_join_meeting_error | The bot could not join the Webex meeting. | Webex credentials not set up for Call Intelligence. | Reach out to support@terret.ai — follow Webex Bot Setup. Not a rep-level fix. |
Quick Reference — Who Usually Fixes It?
| Situation | Who acts | Action |
|---|---|---|
| Wrong, expired, or missing meeting link on calendar | Customer | Fix calendar invite and meeting link |
| Host did not admit bot / locked meeting / ended call early | Customer | Train host on admitting bot and meeting settings |
| Registration, captcha, org-only, or guest policies block join | Customer IT + host | Adjust Zoom / Meet / Teams policies for recording bot |
| Missing Zoom SDK, Google login, Teams sign-in, or Webex setup | Terret Support | Reach out to support@terret.ai to configure provider credentials |
| Breakout rooms (Meet or Teams) | Product limitation | Set expectation: main room only |
| Repeated bot_errored or infrastructure timeouts | Terret Support | Reach out to support@terret.ai with call ID, tenant, platform, timestamp |
| User opted out or auto-recording disabled | Expected | Not a bot failure — see Privacy & Consent Controls |
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