Desktop app troubleshooting
Every cause we have actually seen, with what to do about each. Work down the first table — it is ordered by how often each one turns out to be the answer.
Start here
| What you see | Usually because | What to do |
|---|---|---|
| No calls at all from one agent | They are making calls in a browser or the WhatsApp desktop client, not in the app | The app records its own window. Ask them to make WhatsApp calls inside it |
| Calls listed with no recording | The call was never answered | Expected. Unanswered attempts are counted but not recorded — there is nothing to hear |
| Nothing since a particular day | The WhatsApp Web session dropped and is waiting for a code scan | Open the app and check the account shows as connected; scan again if not |
| Agent cannot sign in | Already signed in on another computer | End the other session from the dashboard, then sign in again |
| Recording is there but silent | The audio device changed after the app started | Restart the app, then make a test call |
| Calls stopped for the whole team at once | WhatsApp changed its interface and detection no longer matches | Write to support with the date they stopped |
No calls are appearing
Check these in order, because the first is the answer most of the time.
- Is the call being made inside the app? The desktop app records the WhatsApp view in its own window. A call placed at web.whatsapp.com in Chrome, or in WhatsApp’s own desktop client, happens outside the recorder and is not captured. This is the most common cause by a wide margin.
- Is the app signed in to Qualitify? Not just open — signed in. The account is what calls are attributed to.
- Is WhatsApp Web connected inside it? A dropped session shows the code screen rather than the chat list. The app tells these apart, so this is visible rather than something you have to infer.
- Was the call answered? Recording starts when a call connects, not when it rings. Check whether the missing calls were all unanswered.
- Did a recording indicator appear during the call? If not, nothing was captured and the problem is detection rather than upload.
- Is the machine online? A recorded call with no network waits on the machine. It is not lost — it will appear when the connection returns.
The recording exists but the audio is wrong
Silence
Almost always an audio device that changed after the app started — a headset plugged in mid-shift, or Windows switching default output. Restart the app and make a test call.
Only the agent is audible
The microphone was captured and the call audio was not. Restart the app; if it persists on one machine, it is usually an audio driver that refuses the capture, and support can confirm from a diagnostic.
Everything is audible, including things that are not the call
The app fell back to recording the computer’s whole audio output, which happens when capturing the WhatsApp view alone is not available. It records correctly but will include other sound playing on the machine. Ask the agent to keep music and videos off during calls, or report it so we can look at why the narrower capture failed.
An echo, or the other person twice
Speakers rather than headphones: their voice leaves the speaker and returns through the microphone. A headset fixes it completely.
Uploads that will not finish
- A recording waiting to upload is on the machine, not lost. It retries by itself.
- Leave the app running and online — closing it pauses the queue until next time.
- A very long call is a larger file and takes longer on a slow connection.
- If a queue has not moved for a day on a machine that is definitely online, write to support@qualitify.net with the agent’s name and the date of the calls.
Note
Do not reinstall the app to fix an upload problem. Queued recordings survive an update but a fresh install on a cleared machine does not help, and if the upload queue held calls you have not seen yet, they are what you would be clearing.
Sign-in problems
| Message | Cause | Fix |
|---|---|---|
| Already signed in elsewhere | One computer and one phone per agent, on purpose | End the other session from the dashboard — the agent can do this themselves |
| Credentials refused | An invited agent who never set a password from their invitation link | Resend the invitation from Team |
| Signed out overnight | The password was changed, or an owner ended the session | Sign in again; a password change deliberately ends every session |
When to reinstall, and what you lose
Rarely the answer. Before reinstalling, check that nothing is waiting to upload — a reinstall on a cleared machine takes those recordings with it.
Reinstalling keeps nothing locally that matters once the queue is empty: calls already uploaded live in your account, and the WhatsApp session will need scanning again.
Reporting a problem usefully
Write to support@qualitify.net. The things that let us find it quickly:
- The agent’s email address, so we can find the account.
- The date and rough time of a call that should have been recorded and was not.
- Whether a recording indicator appeared during that call.
- Whether the call was answered, and who called whom.
- Windows version, and whether this is one machine or several.
If detection has broken because WhatsApp changed its interface, the app can save a diagnostic snapshot of what it sees during a call — support will ask for one, and it is what the fix is built from.
For the phone equivalent of this page, see Android app troubleshooting.