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.

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.

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.

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.

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.

Related articles

• Setting up video links
• My session wasn't recorded
• Capturing a session
• Configure your sessions & memory

Updated on: 08/09/2026