I am no longer able to see AI notes from recorded meetings

Question

This has been working for me until today but now all meetings i have recordings of have 'We couldn't load AI notes' within the AI summary section

Answer 1

Hi @Julie Norman,

Thank you for posting your question in the Microsoft Q&A forum.

I understand how frustrating this can be, especially when AI notes were working previously and now all recorded meetings suddenly show "We couldn’t load AI notes" When this happens across multiple meetings at the same time, it usually points to a configuration or eligibility change rather than an issue with a single meeting.

Most commonly, this behavior is related to one of the following: a change in Copilot licensing or eligibility, an update to Teams meeting policies affecting Copilot or transcription, or a temporary sign‑in or session issue. With that in mind, here are a few things you can check.

1/ Confirm your license and eligibility:

AI notes are part of Copilot‑enabled features in Teams, so it’s important to confirm that your account still has the required Microsoft 365 Copilot license assigned.

You can check this by signing in here: https://portal.office.com/account/?ref=Harmony#subscriptions and reviewing the Licenses section.

If the license was recently added or updated, please note that it can take up to 24 hours for all Copilot features to become fully active. In some cases, a short wait is all that’s needed.

2/ Enable AI notes in the meeting chat:

In a Teams meeting chat, click “Open AI notes” in the top‑right corner.

Then, in the right pane, select the toggle icon and ensure AI‑generated notes are turned on.

3/ Verify the meeting type:

AI notes are only supported for scheduled meetings. They won’t appear for channel meetings, instant meetings, or standard Teams calls, so it’s worth confirming that the affected meetings were scheduled in advance.

4/ Ask your IT admin to review meeting policies:

If you’re part of an organization, your Teams meeting policy may have changed. Your IT admin can check this in the Teams Admin Center by navigating to:

• Meetings > Meeting policies
• Under Recording & transcription, ensure both Transcription and Copilot are enabled
• Save any changes and confirm the policy is assigned to your account

5/ Update the Teams app:

Finally, please make sure your Teams app is fully up to date. If you’re testing early features, confirm that Public Preview is enabled as well.

For additional details, you may also find this article helpful: Automate notetaking in Microsoft Teams meetings - Microsoft Support.

I hope these steps help clarify what’s happening. Please try them out and let me know how it goes. If the issue persists, we can continue troubleshooting together.

Thank you for your patience and understanding. If you have any questions or need further assistance, feel free to share them in the comments so I can continue to support you.

I look forward to continuing the conversation.

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Answer 2

The message “We couldn't load AI notes” in the AI summary section indicates an issue loading intelligent recap content (AI-generated notes) for the recording. Based on the available information, use these checks and workarounds:

1. Confirm the meeting meets recap requirements
   • The event must be at least 5 minutes long.
   • The event must be transcribed in a supported language; for best results, it should be both recorded and transcribed.
   • If there is no transcript or the meeting is too short, AI summaries and AI notes will not be available.
2. Check recording/transcription and access settings
   • If recording and transcription are unavailable for the meeting, AI summary and sharing options will not work.
   • If recording and transcript access are restricted (for example, only organizers/co-organizers or specific people), recap features can be limited. Review the meeting’s recording/transcript access settings as described in “Customize access to meeting recordings or transcripts in Microsoft Teams” and “Sensitivity labels for Teams meetings” (linked from the recap article).
3. Verify Teams Premium / Copilot-related capabilities
   • Intelligent recap, AI-generated notes, tasks, and personalized timeline markers are Teams Premium capabilities. Ensure the account still has the required license and that the license is active.
   • If the organization recently changed licensing or Teams app policies, intelligent recap features (including AI notes) may be affected.
4. Try different entry points and clients
   • Open the meeting from Teams Calendar → select the past event → Recap, and check the AI summary section again.
   • If using the desktop client, test in Teams on the web to see if AI notes load there, or vice versa. This can help distinguish a client issue from a service/configuration issue.
5. Check for admin-side changes
   • Admins can control access to AI features (for example, via Teams app policies or sensitivity labels). If this was working until today and is now failing for all recordings, an admin-side policy or configuration change is likely. Contact the Teams/Microsoft 365 admin to:
     • Confirm no new sensitivity label or recording/transcript access restrictions were applied.
     • Confirm intelligent recap/AI features are still allowed for the user’s policy.
6. If the issue persists across multiple meetings
   • If all recent recordings that meet the requirements show “We couldn't load AI notes,” collect examples (meeting IDs, dates, approximate times) and raise a support case through the Microsoft 365 admin center so engineering can check the backend service.

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References:

• Recap in Microsoft Teams
• Intelligent productivity with Microsoft Teams Premium
• teams_intelligent-recap-instant_2025_03_01