Troubleshooting

Most capture problems come down to one of two permissions. Work through the checks in order — each takes under a minute.

Can’t hear the candidate (Mac)

Almost always a permission problem. Mac hides this one under Screen Recording, which is confusing — Sorinai only listens to the sound, never looks at your screen.

1. 1Open System Settings → Privacy & Security.
2. 2Click Screen & System Audio Recording (older Macs call it Screen Recording).
3. 3Find Sorinai and toggle it on. Your Mac will ask you to quit and reopen the app.
4. 4Reopen Sorinai and start a new session. Both sides of the call should now be transcribed.

Can’t hear the candidate (Windows)

Windows capture tends to work out of the box. When it doesn’t, it’s almost always an audio-routing issue — Sorinai and your meeting app listening to different places:

• Output device mismatch. If your meeting app is routing sound to one device (say, a Bluetooth headset) but your Windows default output is set to another (say, laptop speakers), Sorinai may only hear silence. Open Sound settings and make sure your meeting app and Sorinai are pointing at the same output device.
• Another app has exclusive control of your audio. Some audio tools (DAWs, streaming software) take exclusive control of the output device, which blocks Sorinai from listening in. Close them and retry.
• Virtual audio devices. If you use VB-Cable, VoiceMeeter, or similar, double-check that your meeting app and Sorinai are on the same virtual device.
• Flaky Bluetooth. Bluetooth generally works, but some headsets or drivers can be inconsistent — especially when the device switches to call mode. If you’re troubleshooting, try a wired or USB headset as a quick test to rule it out.

My own voice isn’t captured

That’s the microphone permission:

• Mac: System Settings → Privacy & Security → Microphone, toggle Sorinai on.
• Windows: Settings → Privacy & security → Microphone, allow Sorinai.

Meeting app not detected

If you picked Meeting mode and Sorinai seems stuck waiting:

• On Mac, grant Accessibility under System Settings → Privacy & Security → Accessibility. Without it, Sorinai can’t tell which app is in front.
• Make sure the meeting window is actually visible on your screen. Minimised meetings sometimes slip past detection.
• Switch to Phone call mode — it captures any audio regardless of which app is playing it, so it’s a reliable fallback.

Copilot feels slow or unresponsive

If the qualification sheet isn’t ticking off as the candidate answers, or the copilot takes a long time to respond when you tap What to ask, Explain, or What to answer, the network is usually to blame:

• Run a quick speed test — a visible dip explains most cases.
• On a corporate VPN or restrictive network, some firewalls interfere with Sorinai’s live connection. Try without VPN and see if it helps.
• If things feel fine and then stutter, something heavy might be running in the background (a big download, a build, a backup). Close it and retry.

Sign-in won’t complete

Sign-in opens a browser tab and sends you back to the desktop app when you’re done. If the last step never finishes:

• The browser may have asked “Open Sorinai?” and you dismissed it. Click Sign in again in the desktop app.
• Make sure you’re signing in with the email your invite was sent to. Double-check with the admin who invited you.
• If your system clock is off by more than a few minutes, sign-in can fail silently. Fix your clock and try again.
• On a locked-down corporate browser, the handoff back to Sorinai may be blocked. Try from a personal browser.

Update stuck

Sorinai updates itself in the background. If you’re stuck on an old version:

• Fully quit the app (on Mac, Sorinai → Quit, not just the red close button). When you reopen, any pending update installs.
• Use Sorinai → Check for Updates… in the menu bar to check manually.
• If it still won’t update, reinstall from sorinai.com/download. Your sessions live on our servers — you won’t lose a thing.

Filled template didn’t generate

If a session ends and the filled qualification sheet is missing or shows as failed:

1. 1Open the session and click Retry template fill.
2. 2If it fails again, try a different template. The original Word document might be hard for Sorinai to read — simpler formatting usually fixes it.
3. 3If just one or two fields fail, edit them by hand on the session detail view. Your edits are kept and included in the filled document.

Sending us a bug report

From the menu bar, pick Help → Report an Issue. It opens your email client with the app version and platform already filled in. Add:

• What you tried to do, step by step.
• What happened vs what you expected.
• A rough timestamp so we can find the session.
• Whether you’re on Bluetooth or wired audio, and on a VPN or not — only if it feels relevant.

Goes to hello@sorinai.com. We reply within one business day, usually faster.

Still stuck? Book a call — we’ll screen-share and unblock you.

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