Troubleshooting
Use these quick checks before escalating to support. Each symptom table links back to self-serve settings so you can unblock yourself fast.
Version 25.docx → Ripple Onboarding Guide — New Zealand Edition 2025 defines the expected experience for each area below. Cross-check call symptoms against section 4.1.1.2, Jam issues with section 4.1.5, task sync with section 4.1.4, and right-rail or notification behavior with section 4.3. Reference those anchors in support tickets so QA can reproduce quickly.
Common symptoms
| Symptom | Check first | Fix or next action | Version 25 reference |
|---|---|---|---|
| Can’t join a Call | Settings → Calendar connection + browser mic/camera permissions. | Refresh the page, allow permissions, or join via the fallback Zoom link in the Call card. | §4.1.1.2 |
| Jam invites not delivered | Settings → Organization → Users status + spam folders. | Resend invite, or copy the Jam link and share manually; ensure the workspace domain is allowlisted. | §4.1.5 |
| AI summary missing | Jam or Call recording toggle off, or insufficient inputs. | Confirm recording was enabled, add at least one text/video update, then click Generate summary. | §4.1.5 + §4.3 |
| Tasks not syncing | Check the origin Jam/Call for completion state. | Re-open the Jam, hit Re-sync tasks, and confirm the assignee has workspace access. | §4.1.4 |
Issue runbooks
Unable to join Calls
Align behavior with the call experience described in section 4.1.1.2.
- Permissions: Grant camera/mic permissions in the browser and reload.
- Network: Verify firewall allows
*.ripple.teammedia domains. - Fallback: Use the autogenerated Zoom link or dial-in to capture audio; Ripple will still ingest notes afterward.
Jam invites aren’t reaching people
Mirror the Jam table logic documented in section 4.1.5.
- User status: Confirm the user is Active in
Settings → Organization. - Spam filters: Ask recipients to search for
notifications@ripple.team. - Manual share: Send the Jam link via chat or email; recipients can authenticate with SSO.
AI summaries or tasks are missing
Use the guidance from section 4.1.5 plus the task panel rules in section 4.1.4 when confirming expected outputs.
- Recording toggle: Ensure “Record & summarize” was enabled before the Call.
- Content volume: Add at least one reply or transcript block; AI needs raw material.
- Re-run: Click Generate summary or Re-sync tasks from the Jam sidebar.
Escalation
If the steps above fail, capture a screenshot or short Loom, copy the workspace ID (Settings → Organization → Details), and email support@ripple.team or open in-app chat. Include timestamps so the on-call engineer can pull logs quickly.