Troubleshoot Meeting Sync Errors for Admins
This document provides guidance for Gainsight Admin users on accessing and troubleshooting meeting sync errors for Microsoft Teams and Zoom integrations. It outlines recent feature enhancements, common sync issues, and implementation steps required for error visibility and resolution.
Overview
Admins can view and troubleshoot meeting sync errors directly within Staircase AI. This visibility allows administrators to diagnose and resolve issues when meetings fail to log for Microsoft Teams and Zoom integrations.
Admins can view meeting sync errors for both Zoom and Microsoft Teams directly within the platform. Additionally, error details are accessible through the Meetings report, allowing administrators to proactively troubleshoot issues and monitor long-term sync performance more effectively.
Access Sync Error Information
To access sync error information:
- Navigate to Settings > Integrations > Zoom or Microsoft Teams.
- Click the warning icon next to meetings that failed to sync. Error description is displayed.
- Use filters to identify error patterns or recurring sync failures.
Note: Error details can also be viewed as part of the Meetings object in custom reports.
Common Meeting Sync Issues and Resolutions
Below are the common sync issues, and implementation steps required for error visibility and resolution.
Missing Call Transcripts
Root Causes:
- Incomplete or incorrect policy setup in Microsoft Teams.
- Use of unsupported Teams plans.
- Errors during initial connector installation.
Resolution:
- IT admins must run installation verification scripts.
- Required policies must be added using the command line.
- Ensure appropriate Teams licenses are assigned.
Multi-Domain Authentication Conflicts
Problem: Meeting organizer and joiner use different email domains as a result, meeting logs are incomplete or fail to associate correctly. Example- Organizer uses r.a.abbett.com, joiner uses abbett.automation.com.
Solution: Add all domains to the configuration and validate proper domain resolution.
Note: To enable meeting sync successfully, access policies must be applied at the user or group level. Meeting organizers need to be explicitly granted the necessary permissions, and all relevant email domains must be properly whitelisted and configured.
| IMPORTANT: For recurring sync issues, submit a support ticket with the meeting ID, domain, error message, and installation logs. Gainsight support will assist with complex multi-domain or policy-related problems. |
Best Practices
The following are some recommendations and best practices to consider while troubleshooting:
- Ensure IT Admin has:
- Run all required installation scripts.
- Added access and policy configurations for all users.
- Included all relevant domains.
- Validate configurations using verification tools before investigating further.
- Confirm using consistent email domains when scheduling and joining meetings.