Troubleshooting and Errors

Video Not Working?

Try the following:

1. Ensure camera permissions are enabled in your browser
2. Close other applications using your camera
3. Refresh the meeting page
4. Check your device camera settings
5. Clear your browser cache.
6. Restart your browser or device if needed

Live Translation Not Starting?

1. Confirm the Live Translation button in the meeting controls is enabled.
2. Check that your microphone is working and browser microphone permissions are granted.
3. Verify your preferred language is set under Settings → AI Preferences → My Language before joining.
4. Ensure you are on a plan that includes Live Translation. Free plan users have limited or no access to AI translation features.
5. Refresh the tab and rejoin the meeting if the feature still does not activate.

Translation Audio Is Delayed?

To resolve this:

1. Check your internet connection speed and stability
2. Move closer to your Wi-Fi router or use a wired connection
3. Close background applications consuming bandwidth
4. Refresh and rejoin the meeting

Translation Audio Is Out of Sync?

For best translation performance:

1. Use a clear microphone
2. Enable or Disable the Live Translation feature.
3. Avoid heavy background noise
4. Speak at a natural pace

A Participant’s Language Is Not Being Detected Correctly?

Steps to fix:

1. Ask the participant to check their selected language before joining.
2. Change language preference from AI Preferences, present in the settings
3. Rejoin the meeting after updating language selection

Poor Audio Quality Affecting Translation Accuracy?

Improve audio quality by:

1. Using headphones or an external microphone
2. Reducing background noise
3. Speaking clearly at a natural pace
4. Avoiding multiple people speaking simultaneously
5. Checking microphone input settings

Participants Cannot Hear Translated Audio?

Try these solutions:

1. Check device speaker or headphone volume
2. Confirm correct audio output device is selected
3. Ensure browser sound permissions are enabled
4. Disable mute settings in the meeting controls
5. Refresh and rejoin the meeting

Voice Clone Not Activating?

Voice Cloning activates automatically when Live Translation is enabled, there is no separate toggle. If your translated voice is not sounding personalised:

1. Confirm Live Translation is switched on during the meeting.
2. Check that a Voice Persona is saved and selected under Settings → AI Preferences → Voices.
3. Rejoin the meeting after saving your voice preferences.

Meeting Recording Is Missing?

Recommended steps:

1. Wait a few minutes for processing to complete
2. Refresh your dashboard
3. Confirm recording was started during the meeting

Meeting Summary Is Incomplete?

Incomplete summaries can occur due to:

1. Poor audio quality
2. Participants speaking simultaneously
3. Connection interruptions during summarization

Device Compatibility Issues?

If you experience compatibility issues:

1. Restart your device
2. Use supported browsers:
   • Google Chrome
   • Microsoft Edge
   • Safari
   • Mozilla Firefox
   • Opera

Browser Compatibility Issues?

3. Update your browser to the latest version
4. Clear browser cache and cookies
5. Disable conflicting browser extensions
6. Restart your browser
7. Switch browsers to other compatible ones.

How to Report a Translation Error or Submit Accuracy Feedback?

To report an issue:

1. Reach out to us, via email.
2. Include meeting details and language pair used
3. Describe the issue clearly

Providing detailed feedback helps Qordenate continuously improve translation accuracy.

Smart Recap Not working?

1. Verify Smart Recap was enabled during the meeting.
2. Verify AI features are included in your plan.
3. Clear browser cache.

Smart Recap Summary Not Received?

1. Confirm the Smart Recap was enabled.
2. Check your email, even the spam folder.
3. Refresh your browser.
4. Confirm the email provided to Qordenate.
5. Verify Smart Recap feature is available in the required user plan.

Universal Captions Not Working?

1. Ensure stable internet connection.
2. Verify Universal Captions feature is available in the required user plan.
3. Verify Universal Captions are enabled during the meeting.
4. Confirm meeting language settings are correct.
5. Restart the meeting or rejoin.

VoiceBridge option is not available or cannot be switched on

• Check your subscription plan. VoiceBridge is available on Pro and above plans. Free plan users do not have access to this feature.
• If you recently upgraded, try logging out and back in, or refresh the browser tab.
• Ensure you are using a supported browser (Chrome is recommended).

Other participants are not receiving your VoiceBridge output in their preferred language

• Ask the other participant to check their internet connection and switch to a more stable network or Wi-Fi if needed.
• Ask them to refresh their browser tab and rejoin the meeting.
• Confirm the other participant has set their preferred language under Settings → AI Preferences → Meeting Language. VoiceBridge output is delivered in each listener’s individually set language.
• Check that the other participant is also on a Pro or above plan. AI-powered features, including receiving translated voice output, require an active paid plan on both ends.

VoiceBridge text box is not appearing after enabling the option

• Try closing and reopening the VoiceBridge panel from the control bar.
• Check that your browser tab has not lost focus; the interface may need a click to re-activate.
• Refresh the meeting tab if the panel does not load.

There is a delay or lag in VoiceBridge speech output

• VoiceBridge requires a stable internet connection to process and deliver speech in real time. A weak or inconsistent connection can cause delays.
• Close unused browser tabs and applications to free up bandwidth.
• If the issue persists, switch to a wired connection or a stronger Wi-Fi network.

Multilingual Chat Not Translating Messages?

1. Confirm the translation toggle inside the chat panel is switched on. Messages are only translated when this toggle is active.
2. Ask the other participant to verify their preferred language is set under Settings → AI Preferences → Meeting Language.
3. Check that your subscription plan includes Multilingual Chat. This is an AI-powered feature and requires a paid plan.
4. Refresh the meeting tab if translation stops mid-session.

Multilingual Chat Messages Not Sending?

1. Check your internet connection.
2. Confirm the chat panel is open from the meeting control bar.
3. Refresh the tab and rejoin the meeting.
4. If the issue persists, try a different supported browser.

Cannot Join a Meeting or Webinar?

1. Check that the meeting or webinar link is valid and has not expired.
2. Confirm the meeting has not already ended.
3. Ensure your internet connection is active and stable.
4. Clear your browser cache and cookies, then try the link again.
5. Try joining from a different supported browser.
6. Disable any VPN that may be interfering with the connection.

Microphone Not Working in Meeting?

1. Check that your browser has microphone permissions enabled, look for the microphone icon in the browser address bar.
2. Confirm the correct microphone input device is selected in your browser or operating system audio settings.
3. Close any other application that may be using your microphone (e.g. another video call, recording software).
4. Refresh the meeting tab and grant microphone permissions when prompted.
5. Try a different microphone or headset to rule out a hardware issue.
6. Restart your browser if permissions are not saving.

Podcast Session Not Loading or Guests Unable to Join?

1. Confirm the invite link shared with guests is correct and active.
2. Ask guests to open the link in a supported browser, Chrome is recommended for best output.
3. Ensure all participants have a stable internet connection.
4. Disable any VPN that may be blocking the session.
5. Clear browser cache and try the link again.

Podcast Recording Not Saving?

1. Confirm recording was started during the session using the Record Podcast button in the controls.
2. Wait a few minutes after the session ends, recordings may take time to process before appearing.
3. Refresh your dashboard and check the recordings section.
4. Free plan users save recordings locally to their device. Cloud storage is available on paid plans.

Podcast Stage or Screen Customisation Not Applying?

1. Confirm changes were saved before starting the session, some customisation settings must be set prior to going live.
2. Refresh the studio and re-apply the branding or layout settings.
3. If a logo or visual element is not displaying, check that the file format and size are supported.
4. Try a different browser if the customisation interface is not responding.

Webinar Participants Not Receiving Audio in Their Language?

1. Confirm the webinar was configured with the required languages before it started. Language selection cannot be changed mid-session.
2. Ask affected participants to check their preferred language setting in their account under Settings → AI Preferences.
3. Ask participants to check their internet connection and refresh their browser.

Cannot Log In to Qordenate?

1. Check that you are using the correct email address registered with your account.
2. Use the “Forgot Password” option on the login page to reset your password.
3. Clear your browser cache and cookies before trying again.
4. Try a different supported browser.
5. Check whether your account may have been deactivated, contact Qordenate support if you are unsure.

Payment Confirmation Not Received?

1. Check the Spam or Junk email folder.
2. Wait 5–10 minutes for confirmation processing.
3. Verify correct email was used during payment.
4. Contact support with transaction ID or payment screenshot if still missing.