Troubleshooting Companion
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Find what you're seeing below and work through the steps in order. On your computer, the app is called Curvo.
Companion isn't detecting my meeting
Companion spots a call from the meeting window on your computer, so detection doesn't depend on your calendar. Your calendar only matches a detected call to a scheduled meeting, by its join link.
Check Curvo is running. Look for its icon in the Mac menu bar or Windows system tray. If it's missing, open Curvo from your Applications folder or Start menu.
On a Mac, open Settings > Permissions and check Accessibility shows Granted. If it doesn't, click Open Settings, turn on Curvo, then click Refresh Permission Status.
Check you've joined the call, so the meeting window is open.
Look at the Next group on Upcoming Meetings. A call that doesn't match your calendar appears as Off-calendar meeting? with Start Now.
A Meeting detected card should also appear. If Meeting notifications is off under Settings > Meeting, the card stays hidden but the row still appears.
If your lists show Flying blind here, you haven't connected a calendar. This only affects your meeting lists: click Link Calendar to fill them. See Meetings in Companion.
Companion is running but not recording
Detecting a call doesn't start a recording. Click Start Curvo on the card or Start Now on the row. If recording still doesn't start, check these:
What you see | What to do |
|---|---|
"Missing required permissions" on a Mac | Open Settings > Permissions and grant Microphone, Accessibility and Screen Recording. With Audio only recording on, Screen Recording isn't needed. Then click Refresh Permission Status |
You've turned on Screen Recording but Curvo still doesn't see it | macOS may need Curvo to restart. Quit the app and open it again |
Waiting to start | Companion is waiting for you to join that meeting's call. Join it, or click Cancel to back out |
Botless temporarily disabled on Windows | Install the Microsoft Visual C++ runtime from the notice, then click Restart Curvo. See Installing Companion |
A bot joined instead of Companion recording | Open Settings > Meeting and set Recording Mode to Companion |
Companion asks you to subscribe | On self-serve accounts, this appears once you reach the free meeting limit. Ask your workspace Owner |
On Windows, the Permissions page always shows Granted, so it can't reveal a block. Check microphone access in Windows privacy settings directly.
The transcript is missing or inaccurate
Check where you're looking first. The Transcript panel in Companion only holds the last call recorded on this computer. For older meetings, click Recordings in the sidebar to open the web app, then open the meeting.
If the web app shows no transcript yet, the meeting may still be processing. Its row shows Transcribing, Queued or Analysing until it's Ready.
If the meeting shows a failure, Frequently asked questions explains each status.
If the microphone permission is missing, Curvo can't provide live transcription. Check it under Settings > Permissions.
If your connection is slow, Companion warns you with a message such as "Your connection is a bit slow" and can record audio only.
If product or company names keep coming out wrong, ask your workspace Owner to add them under Glossary, in Spaces > Company Context in the web app. Companion passes the glossary to transcription when you start a recording.
Companion won't sign in
Companion has no password. Every sign-in goes through your browser or an emailed link, so a password reset changes nothing here. Use the address your Curvo invite was sent to, and accept that invite first. See Signing in to Curvo.
What you see | What to do |
|---|---|
The sign-up screen, when you already have an account | Click Sign in beside "Already have an account?" |
"You already have an account." | Click Yes, sign me in |
"You already have an account with us." | Click Yes, log me in |
Connecting... and the browser never returns to the app | Click Cancel if it's offered, then try again |
"Check your inbox!" but no email arrives | Check your spam folder and the address you typed |
Request received | Curvo is reviewing an access request for this address. Click Check status. If you were invited, check you're using the invited address |
Access denied | Your request wasn't approved. Check you're using the invited address, or click Request access again |
If you still need help
Open Settings > General and click Upload latest logs under Share diagnostic logs. This sends your last 48 hours of Curvo logs to support.
Click Get Help under Settings > Account to chat with support, or email support@curvo.ai. Tell them the meeting title, date and start time if your question is about one meeting.