Articles on: Troubleshooting / FAQ

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.
  • Zoom or Microsoft Teams — your permanent personal room is used. The link must have been set once and for all in your settings.
  • 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.


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 or Teams, make sure the link to your permanent personal room is saved. Without this link, Klarity has nothing to open.
  4. 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 5 min 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.


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Updated on: 18/07/2026

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