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# Fix a video call that won't start

The video link won't open, or the recording of a remote session won't start? In the vast majority of cases, it comes down to a missing meeting link, the wrong tool configured, or a permission denied by the browser. This article walks through the possible causes, in order.

# Understanding how Klarity generates the video link

Klarity does not "own" your meeting room: it relies on the video tool you chose for your account. The behavior depends on that tool:

- **Google Meet** — a unique meeting link is generated **automatically** for each remote session. You have nothing to paste.
- **Microsoft Teams** — automatic generation depends on the **type of Microsoft account** connected (see the dedicated section below). Otherwise, the room you pasted on the session type is used.
- **Zoom** — your **permanent personal room** is used. The link must have been set once and for all on the session type.
- **Manual link** — you paste a link yourself on each session concerned.

| Good to know: only sessions in video mode have a link. An in-person session does not show one, and that's normal.

## Teams: personal or work account

With **Microsoft Teams**, automatic link generation depends on the **type of Outlook / Microsoft account** you connected in **Settings › Connectors**:

- **Work or school account (Microsoft 365)** — a Microsoft Teams link is generated **automatically for every booking**. Nothing to paste by hand.
- **Personal account** — **no Microsoft Teams link is generated automatically**. This is **expected behavior, not a bug**: Microsoft doesn't allow automatic Teams meeting creation on a personal account. In that case you must **paste a room link** (Teams, Zoom or Meet) on the relevant **session type**, via **Agenda › Configure video links**.

|| If your Teams sessions have no link, first check the type of account connected: on a **personal account**, the absence of an automatic link is normal — paste a room link on the session type to unblock it.

# The video link is missing or opens nothing

1. **Open the session** from the agenda or the client record and check whether a meeting link appears. If it's there, click it: it should open Meet, Zoom or Teams in a new tab.
2. **Check the configured tool.** Go to **Settings › Sessions & memory** and check the selected video tool (Google Meet, Zoom or Teams).
3. **For Zoom**, make sure the link to your permanent personal room is saved on the session type. Without this link, Klarity has nothing to open.
4. **For Teams on a personal account**, no link is generated automatically: paste a room link on the session type via **Agenda › Configure video links** (see the "Teams: personal or work account" section above).
5. **For a manual link**, check that a link has indeed been pasted on the session itself.

|| Without a link set (Zoom / Teams / manual), no window opens: this isn't a bug, it's a configuration you need to complete.

# The recording won't start

Recording a video session depends on two conditions: the client's consent and your capture settings.

1. **Admit the assistant into the room.** The Klarity assistant (the **recording bot**, whose name you can customize in **Settings › Sessions & memory**) asks to join your call and **waits for you to admit it** — on Google Meet (**Admit**), Teams (lobby) and Zoom (waiting room) alike. Until it is admitted, nothing is recorded. It waits up to **15 min** in the waiting room and then leaves. This is the number one cause of an unrecorded session.
2. **Check the client's consent.** Without validated consent, capture is restricted. The status is shown on the client's record.
3. **Check the Recording start setting** in **Settings › Sessions & memory**: depending on your choice (automatic, never, or confirm on each session), the recording does not necessarily start on its own.
4. **Allow the microphone** (and camera) if your browser shows a permission prompt. A denied access prevents capture.

| On Google Meet, admitting the assistant manually is **required for every session**: this is a Google rule (only the host lets an external participant in), not a Klarity malfunction.

# Still blocked on the browser side

- Try **another browser** or a **private browsing** window to rule out a cache or a troublesome extension.
- Check your **internet connection**: Klarity shows an **Offline** indicator when the connection is down.

| 💡 **Tip:** still blocked? Open the chat bubble at the bottom of the screen and mention your video tool (Meet, Zoom or Teams): it's the first thing support will ask you.

# Related articles
- Setting up video links
- My session wasn't recorded
- Capturing a session
- Configure your sessions & memory