Troubleshooting
Start with the symptom you can observe. These checks cover the most common audio, permission, meeting-detection, connection, and update problems.
Use a short test call first
Reproduce the issue with a brief non-sensitive test before your next live call. That makes it easier to separate a permission problem from a calling-app or network problem.
Common issues
Cinder cannot start a call
- Open System Settings → Privacy & Security → Screen & System Audio Recording and confirm Cinder is enabled.
- Return to Cinder and try again. If the permission status does not refresh, quit and reopen the app.
- Confirm you are signed in and connected to the internet for account and AI features.
The other person is missing from the transcript
- Confirm System Audio Recording is enabled for Cinder.
- Make sure the calling app is playing through the Mac you are using, not a separate phone or audio device.
- Start a short manual test call and play audible speech before relying on automatic meeting detection.
Your voice is missing from the transcript
- Open System Settings → Privacy & Security → Microphone and enable Cinder.
- In Cinder's call settings, confirm the intended microphone is selected.
- Check that another app or hardware control has not muted the microphone.
A meeting prompt did not appear
- Automatic meeting detection watches supported call-app and microphone activity, but it never starts a call for you.
- Start the call manually from the Cinder dashboard.
- Review meeting detection in Cinder's call settings if you previously chose Not now.
Coaching or analysis is unavailable
- Confirm your Mac is online; cloud AI, account sync, and connected actions require an internet connection.
- Check the feature and current monthly allowance for your plan in Settings → Account → Billing.
- End and reopen the call only after saving anything you still need from the current call view.
Cinder looks out of date
- Open Settings → Account and find the Version row.
- Choose Check for updates. Cinder downloads an available update and prompts for a restart when it is ready.
- Cinder defers installing an update while a call is active.
If you still need help
Email hello@getcinder.ai with the Cinder version, macOS version, calling app, what happened, and what you expected. Expect an initial response from a person within 24 calendar hours, including weekends and holidays.
Do not include passwords, full payment-card details, or an entire call transcript. You can also review the support page before sending your message.