Troubleshooting

The HUD never goes blank and never pretends to be live. Each state below is something it will tell you explicitly.

"Listening · partial capture"

One of the two legs isn't live.

• Mic not captured: check the OS microphone permission for RepCue and that the right input device is selected in the HUD's device menu. On macOS, a newly granted permission needs an app restart.
• Prospect audio not captured: on macOS, confirm Screen & System Audio Recording is granted and restart the app. On Windows, confirm the meeting audio is playing through the default output device (loopback follows the default device; a headset set as default is fine).
• Using a phone on speaker? Turn on Speakerphone mode in the tray so RepCue separates speakers from the single mic.

"Transcription degraded, suggestions paused"

The transcription provider is failing over. Suggestions pause rather than fire on a bad transcript. Recovery is automatic, usually within a few seconds; the chip clears when the router reports healthy again. If it persists for a whole call, check status.

Cards say "delayed"

Delivery exceeded 2.5 s. Usually network: check Wi-Fi, VPN split-tunnelling, or a proxy that buffers WebSockets. The latency readout in the status rail shows the current number.

No suggestions at all

• Is the knowledge base empty? Cards only fire when there's something to ground them in, so load documents first.
• Is the call snoozed (⌘⇧S)? The footer shows snoozed · 4:12 left.
• Shadow-mode playbook? New reps may be on transcript-only by policy; the footer says so.
• Is it a very short call? T2 suggestions need a customer turn to react to.

HUD not docking to the meeting

Window following needs the Screen Recording permission on macOS to read window titles; without it, native apps (Zoom, Teams) still dock by bundle id but browser tabs (Meet) won't. Press ⌘⇧D to re-dock, or turn off Follow meeting window in the tray to park the HUD where you drag it.

HUD visible in the customer's recording

Screen-share exclusion hides the HUD from your shared screen. It cannot hide it from a camera pointed at your monitor or from a recording taken on your own machine by another app with elevated capture. The footer shows HIDDEN FROM SHARE or VISIBLE IN SHARE honestly: if it says visible, your org policy has disabled exclusion.

Sign-in loop

Magic links expire after 10 minutes and are single-use. If the desktop app doesn't return after clicking the link, the repcue:// protocol handler may not be registered. Reinstall the app, or paste the code from the browser page into the app.

Calendar didn't arm the call

Auto-arm needs a connected Google or Microsoft account (Settings → Integrations) and a meeting with a join link. Events created less than two minutes before start arm on first tick. Check Upcoming in the HUD menu to see what the app sees.

Follow-up email didn't send

With Gmail/Outlook connected, sends fail if the mailbox token expired; reconnect from Integrations. Without a mailbox connection, email goes out from RepCue's domain; check spam on the first send and add mail.repcue.io to your allow-list.

Still stuck

Email support@repcue.io with the call id (from the call's page in the console); it lets us pull the latency and capture trace for that exact call.