Troubleshooting Zoom App
Common issues and how to resolve them
This article helps you resolve common issues when using the Interview Intelligence app in Zoom.
Zoom is not connected
Issue
You cannot access Zoom features, or the app does not load correctly. Please note that only admins can remove and re-add the connection. If you think the connection is not working properly, the interviewer should reach out to company administrator or the IT team to do further troubleshooting.
Resolution
Go to Admin → Organisation → Integrations → Video conferencing
Check if Zoom is connected
If not, click Connect and complete the setup
Interview Intelligence app is not visible in Zoom
Issue
The app does not appear in the Zoom meeting.
Resolution
Open the Apps panel in Zoom
Search for Interview Intelligence
Add the app to the meeting
Role, Candidate or Round not available
Issue
The setup screen is incomplete or empty.
Resolution
Make sure you are logged in to the correct account.
Make sure your Roles, Candidates and Round are created → Your First Interview: Step-by-Step Guide
All permissions are met for the Interview Intelligence App.
If everything above is created, and the roles are not visible, please create a new Zoom meeting room.
You can restart your device and check if the problem persists.
Contact support@socialtalent.com for investigation.
Recording bot (Recall) does not join
Issue
The Recall bot (notes) does not join the meeting automatically.
Resolution
Confirm the Zoom app is correctly added to the meeting
Restart the Zoom meeting
Ensure Zoom integration is connected
Consent is given to the candidate.
Recording stops unexpectedly
Issue
Recording stops during the interview.
Resolution
Check if No was selected in the consent step
Reconfirm candidate consent
Restart recording if required
Restart the meeting and Zoom app.
Unable to log in to the app
Issue
The login prompt appears, or the login fails.
Resolution
Enter your email and password
If already logged in, try logging out and back in
Restart the Zoom app if prompted
Contact your internal IT department for further investigation.
Changes or notes are not saved
Issue
Notes or scores do not appear after entry.
Resolution
Ensure you are connected to the internet
Refresh the app
Reopen the interview plan
Still need help?
If the issue persists:
Reconnect the Zoom integration
Restart the Zoom meeting
Remove the Interview Intelligence App and add again to Zoom
Check if emails are matching (SocialTalent and Zoom should have the same email addresses)
Contact support with details of the issue
Include:
Screenshots of the errors and issues
Time of the issue
Steps of troubleshooting taken
This will help resolve the issue faster.