Clari incident
Clari Copilot recordings on Zoom are not working as expected
Clari experienced a major incident on July 13, 2026 affecting Clari Copilot, lasting 1d 19h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 13, 2026, 03:18 PM UTC
Some customers may be experiencing issues with Clari Copilot call recordings in Zoom. Our engineering team is actively investigating.
- investigating Jul 13, 2026, 08:19 PM UTC
Our engineering team is still actively investigating. The issue is impacting customers relying on web-based recorders for Zoom recordings. We will provide another update as soon as more information is available.
- investigating Jul 14, 2026, 08:15 AM UTC
The impacted customers continue to see issues with web-based recorders on Zoom. Our engineering team is actively investigating with Zoom support and reviewing alternative paths for the impacted customers to resume recording functionality. We will provide another update as soon as more information is available.
- investigating Jul 14, 2026, 05:25 PM UTC
The issue is still under investigation. Impacted customers continue to experience issues with web-based recorders on Zoom. Our investigation indicates that recent changes in Zoom’s platform behavior are preventing some recorders from joining customer meetings. Our engineering team is actively working with Zoom Support to resolve the issue. We will provide another update as soon as more information becomes available.
- identified Jul 14, 2026, 06:30 PM UTC
Our engineering teams have identified the issue and are implementing a fix.
- identified Jul 14, 2026, 10:53 PM UTC
We have published in-app guidance directing affected customers to reconnect their Zoom integration in Clari Copilot, allowing customers to restore Copilot's ability to record Zoom meetings.
- monitoring Jul 15, 2026, 07:11 AM UTC
We have worked with Zoom to resolve the issue affecting web-based recorders. Recordings are now functioning as expected. Our engineering team is monitoring the system, and we will provide another update if anything changes. For impacted customers, including those who previously reconnected their Zoom integration, no further action is needed. If you are still experiencing issues, please contact our support team.
- resolved Jul 15, 2026, 11:08 AM UTC
We have confirmed the issue has been resolved for the impacted users. A summary of the incident will be posted within the next three US business days.
- postmortem Jul 20, 2026, 01:09 PM UTC
Starting at approximately 06:30 UTC on July 13, 2026, a change in Zoom's platform affected the ability of Clari Copilot's Zoom web recorder to join and record meetings. As a result, some customers were unable to record Zoom meetings in Copilot during the impacted period. This issue impacted only Zoom web-based recording; other recorder platforms were not affected. Meetings scheduled for recording during this period may not have been recorded. Upon identifying the issue, the Clari engineering team worked closely with Zoom to investigate the change, determine its impact, and implement the necessary mitigations. Zoom web recorder joins have returned to normal operation, and we confirmed full recovery by approximately 06:30 UTC on July 15, 2026. We are continuing to work with Zoom to better understand the change and to strengthen our integration so that similar platform changes can be handled more gracefully in the future.