Support FAQ

Solutions:

• First, verify that RTMS (Real-Time Meeting Streaming) is enabled for your meeting. This can be found in your Zoom meeting settings or by checking with your Zoom administrator. The app requires RTMS to capture and process meeting content.
• The outline generation requires a few minutes of meeting content before it can create meaningful summaries. Wait at least 5 minutes of continuous dialogue after the meeting starts and after some substantive conversation has occurred.
• Ensure you're properly authenticated and have granted the necessary permissions when installing the app. Try refreshing the app or rejoining the meeting if the issue persists.

Solutions:

• Confirm that you have actually set your keywords in the app settings. Go to the Settings panel and check the Keywords section to ensure they're saved properly.
• Like other features, keyword detection requires RTMS to be enabled for the meeting. Check your Zoom meeting settings to verify RTMS is active.
• Make sure the 'Auto-show mentions panel' setting is enabled if you want the mentions panel to automatically appear when keywords are detected.

Solutions:

• The chat feature relies on RTMS to build context from your meeting transcript. If RTMS isn't enabled or the meeting just started, the chat won't have enough context to answer questions accurately.
• Wait until at least 5 minutes of meeting discussion has occurred before using the chat feature. The AI needs sufficient transcript data to provide meaningful responses.
• Try rephrasing your question to be more specific. Instead of 'What did we discuss?', try 'What decisions did we make about the project timeline?'
• Try asking about specific windows of the meeting. For instance, 'What did Spencer just say?' or 'What action items did they mention in the last 10 minutes?'
• If you're getting error messages, you may have exceeded rate limits. Wait a minute and try again. Each user has usage limits to ensure fair access.

Solutions:

• Click the 'Apps' button in your Zoom meeting toolbar. The app should appear in your installed apps list.
• If you just installed the app, you may need to restart your Zoom client for it to appear.
• Verify that your Zoom account has permission to use Zoom Apps. Some organizational accounts have restrictions that prevent app usage. Contact your Zoom administrator if needed.
• Make sure you're using a compatible Zoom client version. The app requires a recent version of the Zoom desktop or mobile client.

Solutions:

• The app uses a real-time connection to push updates. Check your network connection and firewall settings, as some corporate networks block the connection types needed for real-time updates.
• If you're seeing a 'Disconnected' indicator in the app, try clicking the reconnect button or refreshing the app entirely.
• Browser extensions or ad blockers can sometimes interfere with real-time connections. Try disabling them temporarily to see if that resolves the issue.

Solutions:

• During peak usage times or for very long meetings with extensive transcripts, response times may be slower. The system needs to process and analyze large amounts of meeting data.
• If you're consistently timing out, try asking simpler, more focused questions rather than broad queries that require analyzing the entire meeting.
• Check your internet connection speed. Slow connections can cause delays in both sending questions and receiving responses.
• You may have reached rate limits for AI queries. The system has limits to prevent abuse and ensure fair access for all users. Wait a few minutes before trying again.

Solutions:

• When you first open the app in a meeting, go to the Settings panel (gear icon) to configure your preferences.
• Add keywords or phrases you want to track in the 'Keywords' section. These should be topics, names, or terms relevant to your work. Press Enter after typing each keyword to save it.
• Enable 'Auto-show mentions panel' if you want notifications to pop up automatically when your keywords are mentioned.
• Your settings are saved per-user and will persist across meetings. You only need to set them up once.

Solutions:

• The app has usage limits per user to ensure system stability and fair access. These limits reset over time (typically every few minutes).
• If you're hitting rate limits, try spacing out your chat queries instead of asking multiple questions rapidly in succession.
• Rate limits are separate for different features. If chat is rate-limited, you can still use other features like viewing the outline or checking keyword mentions.
• If you consistently need higher limits, this may indicate a need for a different usage tier or plan.

Solutions:

• Try closing and reopening the app from the Zoom Apps menu. Your meeting data should still be available on the server.
• If reopening doesn't work, try leaving and rejoining the Zoom meeting entirely. This will re-establish all connections.
• Check if your internet connection dropped or became unstable. The app requires a stable connection to function properly.
• If crashes happen repeatedly, note what you were doing when it occurred and report it with any error messages you saw.

Solutions:

• Make sure you have the Mentions panel selected/visible in the app interface. Switch between panels (Outline, Chat, Mentions) to verify.
• There may be a slight delay (3-5 seconds) between when a keyword is mentioned and when it appears in the panel due to processing time.
• Verify that your keywords are still saved in Settings. If you recently cleared your browser data or reinstalled the app, you may need to re-enter them.
• Check the 'Auto-show mentions panel' setting. If it's disabled, the panel won't automatically open, but mentions should still be logged when you manually open the panel.

Solutions:

• The app requires certain Zoom permissions to access meeting data. When prompted, make sure you accept all requested permissions.
• If you're repeatedly asked to authenticate, try logging out of both Zoom and the app, then logging back in completely.
• Some features require OAuth authorization. Follow the prompts to authorize the app to access your Zoom account data.
• If you're in an organization with strict security policies, some features may be restricted. Contact your Zoom administrator to verify that the necessary permissions are allowed for your account.