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Troubleshooting

Quick solutions to common issues you might encounter in CallVault.

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Fathom Connection Issues

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Calls Not Syncing Automatically

Symptoms: New Fathom calls don’t appear in CallVault. Solutions:

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”Invalid API Key” Error

Symptoms: Connection fails, API errors appear. Solutions:

1. Go to Fathom Settings
2. Find the API section
3. Regenerate your API key
4. Copy the new key
5. Go to Settings > Integrations in CallVault
6. Click Edit on Fathom connection
7. Paste the new API key
8. Save and test the connection

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”Webhook Not Receiving Events” Error

Symptoms: Webhook configured but events don’t arrive. Solutions:

• Verify the webhook URL is exactly as shown in CallVault (no trailing slashes, correct domain)
• Check that your Fathom plan supports webhooks
• Try removing and re-adding the webhook in Fathom
• Check Fathom’s webhook delivery logs if available

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AI Chat Issues

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”I Couldn’t Find Information About That”

Symptoms: AI says it can’t find something you know exists. Solutions:

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AI Responses Are Slow

Symptoms: Long wait times for responses. Solutions:

• Complex questions naturally take longer
• Large libraries require more search time
• Try narrowing with filters to reduce search scope
• Check your internet connection
• Try a faster model (GPT-4o-mini)

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AI Gives Wrong Information

Symptoms: Responses don’t match what’s in transcripts. Solutions:

1. Click the source citation to verify in the original transcript
2. Rephrase your question more specifically
3. Use the “Add Context” feature to attach specific calls
4. Try a different AI model for better accuracy

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Chat Session Not Saving

Symptoms: Conversations disappear after closing. Solutions:

• Ensure you’re logged in (sessions are tied to your account)
• Check for browser extensions that might block storage
• Try a different browser
• Clear browser cache and try again

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Transcript Issues

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Transcripts Not Appearing After Sync

Symptoms: Sync completes but transcripts are empty or missing. Solutions:

1. Check if the original recording has a transcript in Fathom
2. Try re-syncing the specific call
3. Wait a few minutes for processing to complete
4. Check the SYNC tab for any error messages

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Speaker Names Are Wrong

Symptoms: Generic labels like “Speaker 1” or incorrect attribution. Solutions:

1. Open the call detail
2. Go to the Transcript tab
3. Click on the speaker name to edit it
4. Enter the correct name and save
5. For bulk changes, use the Change Speaker dialog

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Transcript Has Errors

Symptoms: Typos, wrong words, garbled text. Solutions:

• This is usually from speech-to-text accuracy issues
• Open the transcript and edit inline
• For major issues, check the original in Fathom
• Consider re-syncing if Fathom has a better version

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Organization Issues

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Folders Not Showing

Symptoms: Created folders aren’t visible. Solutions:

1. Check if “Hidden Folders” toggle is on in the sidebar
2. Refresh the page
3. Try creating a new folder
4. Check if you have permission (for team accounts)

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Tags Not Applying

Symptoms: Tags don’t stick to calls. Solutions:

1. Ensure you’re clicking Save after adding tags
2. Refresh and check if they persisted
3. Try adding tags from the call detail dialog
4. Check for any error messages

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Drag and Drop Not Working

Symptoms: Can’t drag calls to folders. Solutions:

• Make sure you’re clicking and holding on the call row
• The sidebar with folders must be visible
• Try the right-click menu as an alternative
• Use bulk actions toolbar instead

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Account Issues

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Can’t Log In

Symptoms: Login fails, “invalid credentials” error. Solutions:

1. Try resetting your password
2. Check you’re using the correct email
3. If using Google login, make sure you’re using the same Google account
4. Clear browser cookies and try again
5. Try a different browser

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Can’t See Certain Settings Tabs

Symptoms: Billing, Users, or Admin tabs are missing. Solutions: These tabs are role-restricted:

• Billing, Users - Require TEAM or ADMIN role
• Admin - Requires ADMIN role
• Contact your team admin to upgrade your permissions

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Theme Not Saving

Symptoms: Theme resets to default. Solutions:

1. Go to Settings > Account
2. Set your preferred theme
3. Make sure to save changes
4. Check for browser extensions that might override themes

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Performance Issues

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App Is Slow

Symptoms: Pages take long to load, actions are delayed. Solutions:

• Check your internet connection
• Try refreshing the page
• Close other browser tabs
• Clear browser cache
• Try a different browser

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Large Library Performance

Symptoms: Slowness with many transcripts. Solutions:

• Use filters to narrow what’s displayed
• Use folders to organize and focus on subsets
• Use search to find specific calls instead of scrolling
• Consider archiving old calls you don’t need

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Export Issues

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Export Not Downloading

Symptoms: Click export but nothing happens. Solutions:

1. Check for popup blockers
2. Look in your downloads folder
3. Try a different browser
4. For large exports, wait longer for processing
5. Try exporting fewer calls at once

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Export Is Missing Content

Symptoms: Downloaded file is incomplete. Solutions:

• Ensure the transcript fully loaded before exporting
• Try exporting as a different format
• Check if the original transcript is complete
• Re-sync the call and try again

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Still Having Issues?

If none of these solutions work:

1. Try logging out and back in
2. Clear your browser cache completely
3. Try a different browser (Chrome, Firefox, Safari)
4. Check if the issue happens on a different device

Get Help

Log in and use AI Chat to ask questions about your specific situation.