Troubleshooting

Quick fixes for the most common questions. If you're still stuck, email [email protected] — see What to send support.

Recording won't start

On a Mac. The desktop app needs two permissions: Microphone and Screen & System Audio Recording. Without both, recording can't start.

1. In Laxis, open Settings → General → Permissions.
2. Click Open System Settings next to any permission marked Not granted, and turn on Laxis.
3. Quit and reopen Laxis. macOS only applies the Screen & System Audio Recording permission after a restart.

On iPhone or Android. Allow microphone access for Laxis in your phone's settings. If you see "Another app is using the microphone" or "Microphone is in use", close the other app (for example a call or voice recorder) and try again.

In the browser. Click the lock icon in the address bar and allow the microphone for app.laxis.tech.

"You have run out of transcription minutes". Your monthly minutes are used up. They reset at the start of your billing month. See How minutes work.

Other people aren't in the transcript

• Desktop (Mac): check the Screen & System Audio Recording permission above, then restart Laxis. Laxis needs it to hear the other people on your call.
• Desktop (any): if you see "System audio not available. Recording microphone only", Laxis could only capture your mic. Check that your meeting app is playing through your computer's current output device.
• Web app: browser recording captures your microphone only. Invite the Laxis bot, or use the desktop app, to capture everyone.
• Chrome extension: Laxis reads the meeting platform's captions. Make sure captions are allowed in the meeting.

My recording stopped by itself

Laxis stops and saves a recording automatically (there's no pause) when:

Nothing is lost when a recording stops — everything up to that point is saved and processed.

A meeting is stuck or failed

• Processing: long meetings can take a few minutes. The meeting opens once it's ready.
• Desktop uploads: uploads retry automatically. Click the sync badge next to the Meetings title to open the Upload Queue, then Retry All.
• Mobile uploads: if a meeting shows Upload issue, the recording is safe on your phone and Laxis keeps retrying while the app is open. On iPhone, you can touch and hold the meeting and choose Re-upload.
• "Recording is active on another device": only one device can record into a note at a time. Stop the recording on the other device.

I can't see an older meeting

On the Basic plan, meetings older than 30 days show a lock (Storage Limit). They're archived, not deleted — upgrading unlocks them instantly.

Also check that you're in the right workspace: each workspace shows only its own meetings.

The meeting bot didn't join

• Make sure the link is a Zoom, Google Meet, or Microsoft Teams meeting link.
• The bot may need to be admitted from the meeting's waiting room.
• For calendar meetings, check Settings → Meeting Bot (desktop and web) or Settings → Integration → Auto-join Meetings (mobile), and the meeting's own Invite notetaker / Auto-record switch.
• "Please do not repeatedly join the same meeting" means the bot was already sent to this link in the last minute.

Transcripts are inaccurate

• Choose the right spoken language instead of Auto-detect when everyone speaks the same language.
• Add names, product terms, and jargon to your Dictionary.
• Use a headset or sit closer to the microphone for in-person meetings.
• To transcribe a meeting again, use Re-transcribe (uses transcription minutes).

What to send support

Email [email protected] with:

• the email address on your Laxis account;
• which app and device you're using (for example "Desktop app 1.0.32 on macOS 15");
• the meeting title and date, if it's about a specific meeting;
• for desktop issues, your logs: Settings → About, click the download icon (Export application logs), and attach the zip file.