Issue: No audio captured

No Audio Detected
What This Means
Klarify tried to record your session, but no sound came through. This usually means there was a connection issue between your microphone and Klarify, not a problem with your session itself.

Common Causes
1. Your microphone wasn't selected correctly Klarify might be listening to the wrong audio source. This is the most common cause.
2. Browser permissions weren't granted Your browser needs permission to access your microphone. If this was blocked, Klarify can't hear anything.
3. The microphone was muted Your mic might be muted at the system level, in your video call app, or on the physical device itself.
4. Virtual session audio wasn't shared If you recorded a virtual session, you may have forgotten to check "Share tab audio" or selected the wrong browser tab.
5. Hardware issue Your microphone might be unplugged, turned off, or not working properly.
How to Fix It
For All Sessions
1. Check your microphone connection
- If using an external mic, make sure it's plugged in
- If using a headset, check that it's connected via Bluetooth or cable
1. Check browser permissions
- Look for a microphone or 2 line icon in your browser's address bar
- Click it and make sure Klarify is set to "Allow"
- If you blocked it before, change it to "Allow" and refresh the page
1. Select the right microphone in Klarify
- Press any of the recording options, click the microphone dropdown
- Choose the correct device from the list
- Use the "Test Microphone" button to confirm it's working
1. Check your system sound settings
- On Mac: System Settings, then Sound, then Input
- On Windows: Settings, then System, then Sound, then Input
- Make sure the right microphone is selected and the volume is up and unmuted
For Virtual Sessions (Zoom, Google Meet, etc.)
1. Share tab audio
- When Klarify asks what to share, select the tab with your video call
- Check the box that says "Also share tab audio" or "Also share system audio"
- This step is easy to miss, and nothing will record without it
For Phone Sessions (Android / iPhone)
1. Don't turn off the screen
2. Don't switch to another tab or app
3. Put phone on "Do not Disturb" mode as phone calls and texts can interrupt the recording
Important tips:
- Your screen must stay on. This is the most common issue. If your phone screen locks or turns off, the recording stops immediately.
- Before your session, adjust your auto-sleep settings. Set screen timeout to the maximum or "Never."
- On phones, stay on the Klarify website. Switching to another app or browser tab stops the recording.
- You can place your phone face down on the table if you're concerned about your client seeing the screen, just keep the screen on.
- Position your device close enough to pick up both your voice and your client's voice clearly.
Common issues:

Problem	Solution
Recording stopped mid-session	Your screen likely locked or went to sleep. Adjust your auto-sleep settings before your next session.
Recording stopped when I checked a text	On phones, leaving the Klarify website stops recording. Avoid switching apps during sessions.
Audio is quiet or hard to hear	Move your device closer to both speakers. Soft-spoken clients may need the device positioned nearer to them.
Phone call interrupted my recording	Incoming calls will stop your recording. Consider putting your phone on Do Not Disturb mode during sessions.