Troubleshoot the Otter.ai connector
Use this page to diagnose setup, indexing, and access issues with the Otter.ai connector. For initial configuration, see Set up the Otter.ai connector.
Resolve workspace validation errors
Glean reports that it can't validate access to your Otter.ai workspace. The validation checks the API key against the Otter.ai workspace API and can return OTTERAI_1.
Use the reported message to choose a resolution:
| Cause | Fix |
|---|---|
| The API key is invalid or expired. | Enter a valid Otter.ai Public API key without extra spaces, quotes, or line breaks. Replace a revoked or expired key in the connector configuration. |
| Otter.ai denies workspace access. | Confirm that the account has an Enterprise plan and that the key can access an Otter.ai workspace. |
| Otter.ai rate-limits the validation request. | Wait and retry validation. Repeated immediate retries can continue to hit the limit. |
| Glean can't connect to Otter.ai. | Retry later. If the error persists, contact Glean Support with the reported message. |
| Otter.ai returns an incomplete workspace response. | Confirm that the account belongs to an Otter.ai workspace and retry. If the response remains incomplete, contact Glean Support. |
See OTTERAI_1 for the error reference. Don't include the API key in a support request.
Find missing conversations
If a conversation doesn't appear in Glean, check its crawl status, processing state, and sharing permissions:
| Cause | Fix |
|---|---|
| Crawling isn't turned on, the initial crawl hasn't finished, or a crawl reports errors. | Check the Otter.ai connector in the Admin console. Turn on crawling if needed and resolve any reported errors. |
| Otter.ai is still processing the conversation. | Wait for Otter.ai to finish summary, action item, and outline processing. Glean can index the conversation on a subsequent crawl after those stages finish. |
| The connected account's API access doesn't return the conversation. | Confirm that you're using the intended Otter.ai account and workspace. If the conversation remains missing after a completed crawl, contact Glean Support. |
| Your account doesn't have indexed access to the conversation. | Confirm that you own it, that someone shared it directly with you, or that you're an explicit member of a channel it's shared with. Allow the relevant crawl to refresh the permissions. |
A successful workspace validation doesn't confirm that every conversation is available through the API or that indexing has finished.
Understand delayed updates
The connector doesn't use webhooks or incremental crawls. By default, Glean refreshes channels and channel membership every hour, and conversation content and sharing every 24 hours.
A new conversation, an edit, or a direct sharing change needs a conversation crawl. A channel membership change needs a channel crawl. The relevant crawl and indexing must finish before the change appears in search. These intervals aren't guaranteed completion times.
Check channel access
A conversation in a workspace-shared channel can be visible in Otter.ai but absent from your Glean results. Glean doesn't treat workspace-wide channel discoverability as membership.
For access through a shared channel, confirm that you're an explicit member of that channel and allow the channel crawl to refresh membership. Owning the conversation or having a direct share also grants access. A meeting invitation or calendar guest entry doesn't grant access by itself.
See Otter.ai overview for the permission model.
Get support
If Otter.ai doesn't appear in Add connector, or an issue persists after these checks, contact Glean Support. Include the connector name, reported error, and an example conversation URL when relevant. Never include the API key.