If Otter isn’t recording audio, missing certain speakers, or producing incomplete transcripts, the issue is usually related to microphone permissions, browser or device settings, headphones, network connectivity, or audio suppression software. This guide walks through the most common causes and provides step-by-step troubleshooting for Otter Web, Windows, macOS, iPhone, and Android.
Otter isn’t recording any audio
If Otter isn’t detecting audio from your microphone, it won’t be able to record or transcribe your conversation. Follow the troubleshooting steps below to identify and resolve the issue.
Troubleshooting audio
Select the device or platform where you’re experiencing audio issues to view the relevant troubleshooting steps.
Troubleshoot on Windows or Mac Review the troubleshooting steps for Windows and Mac devices
If Otter isn’t recording audio on Windows, first verify that your microphone is configured correctly and that microphone permissions are enabled. Windows settings UI may change over time depending on your OS and version. Refer to Microsoft’s official documentation for the most up-to-date instructions.
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Open the Start menu and go to Settings → System → Sound → Volume mixer. Under Input device, make sure the correct microphone is selected and that it is receiving audio.
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Go to Settings → Privacy & security → Microphone. Make sure the Otter desktop app and any browser you are using with Otter have access to your microphone.
- Test a new recording in the Otter desktop app or web browser to confirm that audio is being detected. If audio still isn’t recording on your browser, review your browser microphone settings for additional troubleshooting.
Audio is still not working in Windows
If your microphone is configured correctly but Otter still isn’t recording audio, the issue may be caused by your Windows audio settings or drivers. Follow Microsoft’s official troubleshooting guide, starting with the first recommendation and continuing until the issue is resolved.
Follow these steps to review your microphone input settings. For the most up-to-date steps regarding sound management for your macOS system, refer to Apple’s documentation.
- Open Systems Settings.
- Search or navigate to Sound.
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Under the Output & Input section, make sure the microphone device you want to use is selected.
Note: While Otter needs your microphone to record audio, make sure your speaker output level is set as well to ensure your microphone will pick up audio from your speakers. - ✅ Make sure your input volume is not set at zero and your input level has activity.
- Next, navigate to Privacy & Security. Select Microphone.
- Make sure the microphone permission is toggled ON for the browser you’ll be recording Otter with.
Check your browser’s microphone permissions Verify that your browser (Chrome, Safari, Firefox, etc.) has the correct permissions
- Chrome: Microphone settings
- Firefox: Microphone settings
- Safari: Microphone settings
Review your browser's microphone settings. We'll be using Chrome as an example.
- Open your browser’s Settings.
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Go to Privacy & security → Site settings. Under Permissions, select Microphone.
- Verify that:
- The correct microphone is selected as the input device.
- https://otter.ai is allowed to access your microphone for website recordings.
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Otter.ai: Record & Transcribe Meetings (Chrome Extension) is allowed to access your microphone if you’re using the extension.
- Return to Otter and test a new recording to verify that audio is being detected.
Check your microphone input settings in the Otter Desktop app Confirm that the correct microphone is selected and its input volume is set appropriately
In the Otter Desktop app, you can change your microphone directly from the recording page. Click the microphone icon in the recording bar, then select the microphone you want to use. Check your device’s sound settings to ensure the input volume is set correctly for the selected microphone.
Audio is still not recording Check for audio suppression settings and applications that may be blocking recording
If the above troubleshooting steps did not resolve the issue, follow these steps below to narrow down if the issue is affecting your device, browser, or just Otter.ai.
Audio Suppression Settings
If Otter isn’t recording audio from your speakers, other meeting participants, or video playback, the issue may be caused by noise suppression or echo cancellation features on your computer, mobile device, headset, or conferencing application.
These features are designed to remove background noise and prevent echo during calls. However, they can mistakenly identify audio playing through your speakers as background noise and prevent Otter from recording or transcribing it.
To test whether audio suppression is causing the issue, temporarily disable any noise suppression or echo cancellation features, then start a new recording in Otter.
Depending on your device or application, these settings may be labeled as:
- Noise suppression
- Noise cancellation
- Echo cancellation
- Reduced background noise
The following devices and applications are known to include audio suppression features:
- Dell computers
- HP computers
- Krisp.ai
- Microsoft Teams application
Isolate the root issue
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Test your device. Try using a local voice recorder application that comes with your operating system. If your local recording is not able to pick up audio, then we recommend reaching out to your device manufacturer's support for more troubleshooting steps.
- Record in Windows Voice Recorder
- Record in MacOS Voice Memos
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Test your browser. Try recording using a different service in your browser to test if the audio issue is affecting just Otter or all web applications. If the issue is affecting other applications in your web browser, we recommend doing a complete re-install of your browser or try using a different browser.
- Record in Online Voice Recorder
Otter is only recording my voice Headphones and browser settings can cause only your voice to be recorded
If Otter is only transcribing your voice and not other speakers, meeting participants, or audio playing from your computer, the issue is often caused by headphones, browser recording limitations, or audio suppression features.
Headphones and browser recording
When recording manually in a web browser, Otter relies on your device’s microphone to capture audio. If you’re wearing headphones, earbuds, or a headset, meeting or playback audio is sent directly to your headphones instead of your device’s speakers. Because your microphone can’t hear that audio, Otter may record only your voice.
Example: You’re transcribing a Zoom, Google Meet, or Microsoft Teams on the web browser meeting while wearing headphones.
- The meeting audio is played only through your headphones.
- Your device’s microphone can’t capture the other participants’ voices because the audio isn’t coming from your speakers.
- Otter records your voice, but may not transcribe the other meeting participants.
Recommended solutions
Try one of the following:
- Use the Otter desktop app. It can capture system audio, allowing Otter to transcribe audio playing on your computer without relying on your microphone.
- Use Otter Notetaker for Zoom, Google Meet, and Microsoft Teams meetings. Notetaker captures the meeting audio directly and doesn’t rely on your device’s microphone or speakers.
- Import the audio or video file directly into Otter instead of recording playback whenever possible.
- If you’re recording audio that can’t be imported, remove your headphones so your device’s microphone can capture the audio playing through your speakers.
Safari recording issues
Apple prevents recording any audio playback (e.g., audio coming out of the device speaker) in the Safari browser. Meeting participant voices coming out of the speaker will not be picked up by the microphone, as Apple prevents it from being recorded. This is a limitation set by Apple.
Our recommendation is to record in Chrome or Firefox if you are recording manually in Otter.
Otter isn't recording computer audio (e.g., YouTube, video playback) Troubleshoot transcribing audio played through your computer
When recording manually in a web browser, Otter relies on your device’s microphone to capture audio. If you’re wearing headphones, earbuds, or a headset, audio from your meeting, video, or speakers is played directly to your headphones instead of through your device’s speakers. As a result, your microphone may only capture your voice, causing Otter to miss other speakers or playback audio.
Example: You’re transcribing a YouTube video while wearing headphones.
- The YouTube audio is played only through your headphones.
- Your device’s microphone can’t hear the audio because it isn’t coming from the speakers.
- Otter records your voice but may not capture the video’s audio.
Recommended solutions
- Use the Otter desktop app. The desktop app can capture system audio, allowing Otter to transcribe audio playing on your computer while you wear headphones.
- If you’re transcribing an audio or video file, import the file directly into Otter for the best transcription quality.
📱 Mobile app audio troubleshooting
Review the following troubleshooting steps for the Otter mobile apps on iOS and Android. Many of the issues can be resolved through permission settings. We always recommend checking your settings to verify that Otter has the correct permissions.
Ensure Otter has microphone permissions
- If Otter does not have microphone permissions, you will not be able to start a recording. A pop-up will appear to alert you. Tap Go to Settings to open your device's microphone settings.
- Make sure microphone permission has been granted for the Otter mobile app.
- Start a recording to test if audio is being detected successfully.
Otter is not picking up my Bluetooth device's audio (AirPods, headphones, headsets, external microphone, etc.)
Review the Bluetooth settings for Otter.
- Ensure your Bluetooth device is connected to your mobile device. Refer to your device's documentation on how to connect your Bluetooth device.
- In the Otter mobile app, tap on Account. Select Account Settings.
- Tap on Advanced settings.
- Toggle ON Record via Bluetooth.
- Start a recording to test if audio is being detected successfully.
Slow network, no transcript
Otter requires a stable internet connection to provide live transcription. If your device has experienced a network disruption or loss, Otter will continue to record, but will not be able to provide a live transcription. Once connected again, Otter will attempt to upload the audio and provide a transcription.
Send diagnostics
If you're having any recording issues with a conversation, including audio issues, missing parts of a conversation, or missing duration length, please send diagnostics and contact our Otter Support Team.
- Tap on Account. Select Account Settings.
- Scroll down and tap Send diagnostics.
- Select the diagnostic recording(s) you're having trouble with. Click Send in the upper right corner. The diagnostic(s) will begin uploading. Once the diagnostic(s) have been sent, you'll see a pop-up confirmation.
- Submit a request and contact our Otter Support Team. Include in the request that you have already sent diagnostics.
✨ Tips for improving transcription accuracy
Follow these best practices to improve transcription accuracy and help Otter capture every speaker more reliably. Review our recording best practices article for additional guidance.
- Reduce background noise. Record in a quiet environment whenever possible.
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Use an external microphone. A dedicated USB microphone typically provides better audio quality than a built-in microphone.
Note: Some external microphones, headsets, and Bluetooth devices may have limitations depending on your device, browser, or operating system. - Keep the microphone close. Position it within 3 feet (1 meter) of the speaker and avoid moving or touching it during recording.
- Avoid people talking over each other. Overlapping speech makes it more difficult for Otter to distinguish and transcribe individual speakers.
- Speak naturally. Use your normal conversational pace and volume.
- Add specialized vocabulary. Teach Otter company names, product names, technical terms, and other jargon to improve recognition.
- Train Otter to recognize your voice. Voice training helps Otter identify you more accurately and automatically label your speaker name in transcripts.
FAQs
Why isn’t Otter recording any audio?
If Otter isn’t recording audio, first verify that your microphone is connected, selected as the input device, and that Otter has permission to access it. Then review your operating system, browser, and microphone settings to identify any configuration issues. Review our troubleshooting audio steps.
Why is Otter only recording my voice?
If Otter records only your voice, your microphone may not be able to capture audio from other participants or your computer’s speakers. This commonly occurs when wearing headphones, using certain browser configurations, or when noise suppression or echo cancellation is enabled.
We recommend using Notetaker or desktop app to wear headphones while recording.
Why isn’t Otter recording other meeting participants?
If other participants aren’t being transcribed, check whether:
- You’re wearing headphones.
- Noise suppression or echo cancellation is enabled.
- Your microphone is too far away from the speakers.
- You’re manually recording instead of using Notetaker or desktop app
Why isn’t Otter recording audio from YouTube or other videos?
When recording manually in a web browser, Otter relies on your microphone to capture audio. If the audio is playing through headphones or your browser blocks system audio capture, Otter may not hear it. We recommend using the desktop app or importing the audio or video file directly into Otter whenever possible.
Why is part of my conversation missing from the transcript?
Parts of a transcript may be missing if your device temporarily lost its internet connection, Otter was closed before the audio finished uploading, or the recording remained paused for an extended period.
Reopen Otter on the device originally used to record and connect it to a stable network. Keep Otter open until the recording finishes uploading and processing. Review our recording best practices for additional guidance.
Why did the live transcript stop even though Otter was still recording?
Live transcription requires an active internet connection. If your connection becomes slow or unavailable, the live transcript may stop or appear delayed while Otter continues recording audio locally.
Keep recording and reconnect to a stable network when possible. Otter will attempt to upload the remaining audio and complete the transcript after your connection is restored.
Why does my recording still appear as Live or incomplete?
A recording may continue to appear as Live or incomplete when some of its audio has not finished uploading. This can happen if the recording device lost its connection or Otter was closed before the upload completed.
Keep Otter open on the device that created the recording, reconnect to a stable network, and keep the app or browser open while the upload finishes. Opening Otter on another device will not complete the original upload.
Why can Otter hear my microphone but not my computer audio?
Microphone access and system audio access are separate permissions. Otter may be able to record your voice without being able to capture meeting participants, videos, or other audio playing on your computer.
If you’re using the Otter Desktop app on Mac, go to System Settings → Privacy & Security → Screen & System Audio Recording and make sure Otter is enabled. Quit and reopen Otter after changing the permission.
Review the Otter Desktop app permissions for more information.
Why did Otter stop recording when I answered a call or opened another app?
Phone calls and apps that use your microphone may interrupt an active Otter recording. These can include video-calling apps, voice assistants, camera apps, voice recorders, and messaging apps with voice features.
Close other apps that may be using your microphone, return to Otter, and start a new test recording. On mobile, avoid force-closing Otter while a recording or upload is in progress.
Why does my recorded audio sound quiet, muffled, distorted, or choppy?
Poor audio quality may be caused by a low microphone input volume, an obstructed microphone, Bluetooth interference, background noise, or the microphone being too far away from the speaker.
Check your microphone input volume, move the microphone closer to the speakers, and make sure it is not covered or muted. If you’re using a Bluetooth or external microphone, reconnect it and create a short test recording. You can also temporarily disable noise suppression or echo cancellation to determine whether those features are affecting the audio.
Why does Otter keep using the wrong microphone?
Connecting or disconnecting headphones, a headset, a webcam, or an external microphone may change your device’s default audio input.
Before recording, confirm that the correct microphone is selected in your device’s sound settings. In the Otter Desktop app, click the microphone icon in the recording bar and select the microphone you want to use. Create a short test recording to confirm that Otter is receiving audio from it.
Can browser extensions, VPNs, or security software interfere with Otter?
Yes. Some browser extensions, VPNs, privacy tools, ad blockers, and security applications may prevent Otter from accessing your microphone, uploading audio, or loading the live transcript.
Test Otter in a private or incognito browser window. If Otter works there, disable your extensions individually to identify the one causing the issue. You can also temporarily disconnect your VPN or test a different network.
Review the known apps, extensions, plugins, and VPNs that affect Otter.
Can I record a phone call with the Otter mobile app?
An active recording in the Otter mobile app will pause when you make or answer a phone call because the phone gives the calling app access to the microphone.
To transcribe a phone call, first record it using a supported method for your device and region. You can then share the resulting audio file with Otter or import it for transcription. Review how to record and transcribe a phone call.
What information should I provide when contacting Otter Support?
Providing detailed information can help the Otter Support Team investigate your audio issue more efficiently. Include:
- Your device model and operating system version.
- Your Otter app version or browser name and version.
- The microphone, headset, or Bluetooth device you were using.
- Whether you recorded with Otter Web, the desktop app, the mobile app, or Notetaker.
- The affected conversation’s title, date, and approximate recording time.
- A description of the issue and the troubleshooting steps you already tried.
If the issue occurred in the mobile app, send diagnostics for the affected recording before contacting our Otter Support team.
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