AI Scribe - Note Generation Reliability

Stability Confirmed

Following Zoom’s connectivity updates and the release of enhanced reconnection logic within AI Scribe, we have observed sustained stability and a continued reduction in related session failures.

Based on ongoing monitoring and maintained performance, this incident is now considered resolved. We will continue to monitor system performance as part of standard operations.

Thank you for your patience while we worked through this issue.

Improvements Released

Zoom has deployed connectivity updates over the weekend. Additionally, we have released enhanced reconnection logic within AI Scribe to better handle interrupted or missing RTMS connection signals.

Initial data indicates a significant reduction in related session failures. We are continuing active monitoring to validate sustained stability and remain engaged with Zoom.

We will provide further updates as monitoring progresses.

Continued Mitigation in Progress

Zoom has informed us of upcoming connectivity improvements on their end. We will closely monitor whether these changes have any impact on the issue affecting a small percentage of AI Scribe sessions.

In parallel, we are proceeding with our own mitigation work. Our team has implemented additional safeguards, including enhanced reconnection logic, designed to prevent these Zoom-related inconsistencies from interrupting session completion. This work is in final stages prior to deployment.

Zoom will also continue its investigation next week, and we have additional working sessions scheduled to review findings and next steps. We expect a significant reduction in related errors once our mitigation is live. We remain actively engaged with Zoom and will continue to provide updates as progress continues.

We are continuing to work on a fix for this issue.

**Update – Ongoing Investigation**

We are continuing to investigate an issue impacting a small percentage of AI Scribe sessions related to Zoom’s Real-Time Media Streams connection.

Through deeper analysis, we’ve identified two primary causes contributing to most affected sessions:
* In certain cases, Zoom does not return expected connection or disconnect signals, preventing Scribe from starting or completing properly.
* Periods of high simultaneous session volume (such as appointments starting at the top of the hour) may impact connection stability.

In parallel, our team is developing reconnection logic to automatically recover sessions when mid-session disruptions occur. However, the inconsistencies in Zoom's signals are making this implementation more complex than anticipated. Our team is actively working on a workaround while partnering with Zoom to address the underlying issues.

Our teams remain closely engaged, and we will continue to share updates as progress is made.

We are aware of an issue where a small percentage of AI Scribe sessions fail to generate a note due to connection interruptions between Zoom's Real-Time Media Streams service and our system. We've identified multiple contributing factors and several improvements have already shipped. We are working closely with Zoom to fully resolve the automatic connection recovery issue. We will update this page as progress continues.