Troubleshooting

The other side’s words do not appear

Check that System audio is on in the overlay, and that its level moves when they speak.
Make sure the meeting’s sound plays on this computer. A call on another device, or sound sent to a headset connected elsewhere, does not reach Prepped; see phone calls.
Check the meeting’s Meeting language, since recognition listens for that language.
In the web app, share the tab or screen of the meeting with its audio when the browser asks.
After changing headsets or the default audio device, turn System audio off and on again.
On a Mac, Prepped hears the computer’s sound through the permission to record the screen and system audio. Under System Settings, Privacy & Security, Screen & System Audio Recording, turn on Prepped, then quit and reopen it.

My own words do not appear

Turn on the Microphone in the overlay and choose the right one under Settings, then Desktop & audio, then Microphone. Windows must allow apps to use the microphone (Windows Settings, then Privacy & security, then Microphone). On a Mac, turn on Prepped under System Settings, Privacy & Security, Microphone, then quit and reopen it.

A notice says speech recognition is reconnecting

With online recognition, System audio and the Microphone each have their own connection to the speech service. When one of them drops again and again, as on an unsteady network, Prepped connects it again by itself, waiting a little longer each time, up to a minute, while the other keeps listening. The notice goes away once the connection is back; what was said on that side meanwhile is missing from the transcript. When the service refuses the connection, for example after signing out or when the credits run out, listening stops.

A shortcut does nothing

The row of that shortcut under Settings, then Desktop & audio, then Global keyboard shortcuts says when another app holds the key. Choose another key.
The answer and screenshot keys work only while a meeting is live.
Two copies of Prepped running at once, such as two editions, share no keys, so the second one started gets none.

Answers stop with a message about credits or a limit

The message says which limit was reached.

Credits. Your balance is used up. In the invited test, ask for more.
Daily limit. Raise it under Billing, or wait for the next day (UTC).
Meeting limit. Raise Session credit limit in the live meeting’s Conversation settings.
Automatic answers paused after 30 within 5 minutes, or after an answer failed or was stopped. Choose Resume automatic answers, or pick an answer mode again.

Answers are slow

Prepare the meeting and list the questions you expect: an answer that has the facts it needs from the preparation does not search the project files first.
Choose a faster model, such as GPT-6 Luna, or turn on Ultrafast with GPT-6.1 Sol.
A question about your project’s files takes longer while Prepped reads them. Answer now answers from what it has read so far.
When the AI provider has not started writing within 5 seconds, or fails for a moment, Prepped asks again beside the first request, and the first one to write gives the answer. An answer that still does not come says why, with the provider’s problem or your connection named.

Preparation stopped by itself

A meeting started, or you asked a question. The preparation is paused so the answer comes first. Automatic preparation continues it afterwards; otherwise choose Resume preparation.
Today’s spending limit was reached. Raise the daily limit under Billing, or wait for the next day (UTC), then choose Resume preparation. What was finished is kept.

A project folder shows an error

Indexing stops on a folder Prepped cannot read, such as one inside a credential location or one removed while it was read. Check that the folder exists and opens, then choose Reindex. A repository that cannot be added says why, such as one that was not found, or a private one without a GitHub sign-in on this computer.

The meeting ended by itself

When nobody speaks and Prepped is not used for 5 minutes, it asks “Still there?” and ends the meeting a minute later. Choose Continue meeting, or change the time under Settings, then Overlay, then Meetings without activity. The transcript and answers stay.

Prepped stopped during a meeting

When the desktop app, its local service or its window stops unexpectedly while a meeting is live, Prepped starts again by itself: the meeting continues, the overlay comes back and listens to what it listened to before, and a note on the overlay says so. Opened again within 10 minutes, after the computer lost power for example, Prepped also continues the meeting by itself. Quitting Prepped or ending the meeting ends it for good. After three such restarts within 10 minutes, the next failure shows its error instead.

Keeping the overlay out of captures needs Windows 10 version 2004 or later, or macOS 26 or later on a Mac. Run Check screenshot protection under Settings, then Privacy, and share your screen once in your own meeting app to see what the others see. Browser windows, including the web app, cannot be hidden from screen sharing. The tray icon (the menu bar icon on a Mac) can appear when you share the whole screen; it can be turned off.

The overlay is not on the screen

Press Ctrl+Alt+Backspace (⌘+Option+</kbd> on a Mac), or choose Open overlay for the live meeting in the main window. If a phone is showing the meeting, the overlay stays hidden while the phone is connected.

The phone shows no meeting

Keep the meeting open on the computer and enable Show this computer’s live meetings on my phones in Settings → Your devices. A guest can join without signing in: at the top of the computer’s meeting, select Connect a phone → Show meeting code and scan the code within five minutes. If it was used or expired, show a new code. To choose a meeting from your personal phone account, sign in with the same account as the computer.

Signing in

In the invited test, a forgotten password is reset with a link from the person who invited you. The desktop app’s password is your online account’s, so change it in Prepped on the web, then sign in again on the computer. Account, then Signed-in devices, lists every device signed in to your account. Signing in with Google is not open during the private test. Its button shows a short note saying so, and you sign in with your email address.

Tell us about a problem

When the app shows a problem, the Report problem button beside it sends it to the team in one click: the message you saw, where it happened and the app’s recent logs, with keys, email addresses and meeting content left out. You can then add a sentence about what you were doing. For anything else, open the account menu, then Send feedback, and choose Something is wrong; there you see the diagnostics report before it is sent. Answers to both appear under Your messages. You can also write to us.