My call did not appear
Work through the usual reasons a recorded or imported call is missing from the Active Hub.
A call you expected is not in the Active Hub. Work down this list — the cause is almost always one of these.
1. Give it a minute, then refresh
Calls do not appear instantly. The recording is uploaded, transcribed and summarized, and a long call takes a few minutes. The list also caches for a short while — press Refresh in the toolbar before concluding anything is wrong.
2. Check the filters
This is the most common cause by far. The Active Hub remembers your filters between visits, so a date range or a People & teams choice from last week can be quietly hiding a new call.
Clear the search box, widen the date range, and set People & teams back to everyone you can see. If the call reappears, that was it.
3. The recording was too short or silent
A recording that contains no real conversation is discarded rather than saved as an empty call. If you started recording and stopped moments later, or the microphone picked up nothing, there is deliberately nothing to find.
4. The wrong microphone or a denied permission
If the browser never asked for microphone permission, or asked and was denied, nothing was captured. Check your browser's site settings for ActiveLens, allow the microphone, and reload.
On a laptop with a headset plugged in, the operating system may have chosen a different input than the one you were speaking into. Check your system's sound settings.
5. It is somebody else's call
You only see calls you are allowed to see. A colleague's call is invisible to you unless they shared it or an admin has widened your visibility. Ask them to share the call.
6. For calls from a connected phone system
Calls arrive automatically only when everything below is true:
- Sync new calls is on for the workspace,
- your own per-person sync switch is on,
- your extension or number is matched to your ActiveLens account,
- the phone system actually recorded the call — if it was not recorded there, there is nothing to bring across,
- the call was long enough to be worth keeping,
- your plan has room for another call this month.
If the call is older than the point at which sync was turned on, it will not arrive by itself. Use the Import call history option on the integration's page to pull it in.
7. It says "Transcription failed"
The recording arrived but could not be turned into text. Usually the audio is corrupt, silent, or in an unexpected format. Delete the call and record or upload again. If it keeps happening with files from the same source, tell us which source — that is the useful detail.
8. It is stuck on "Processing"
A call that has been processing for much longer than the recording's own length is stuck. Refresh the page first. If it is still stuck after a while, contact support with the call's title and roughly when it was recorded.
9. There are two of the same call
Duplicates can happen when a call is recorded by the desktop app and imported from a connected phone system. Delete the one you do not want — they are independent, so removing one leaves the other untouched.
Still missing?
Email support@activelens.ai with:
- when the call was, and roughly how long it ran,
- how it should have arrived (browser recording, desktop app, upload, or a connected phone system),
- what you see instead — nothing at all, a failed call, or a stuck one.