Granola Incident Runbook Skill

Granola Incident Runbook

Overview

Standard operating procedures for Granola incidents — from individual recording failures to organization-wide outages. Covers triage, remediation, communication, escalation, and post-incident review. Designed for IT admins, team leads, and individual users.

Prerequisites

Granola admin access (for org-level incidents)
Bookmark status.granola.ai for service status
Internal communication channel identified (#granola-support or similar)

Instructions

Step 1 — Triage: Assess Severity

# Quick status check
curl -s "https://status.granola.ai/api/v2/status.json" 2>/dev/null | python3 -c "
import json, sys
try:
    data = json.load(sys.stdin)
    indicator = data.get('status', {}).get('indicator', 'unknown')
    desc = data.get('status', {}).get('description', 'Unknown')
    print(f'Status: {indicator} — {desc}')
except:
    print('Cannot reach status page — possible network issue')
" || echo "Network error — check internet connection"

| Severity | Description | Response Time | Example | |----------|-------------|---------------|---------| | P1 Critical | Org-wide outage, data loss risk | Immediate | Granola service down, no one can record | | P2 High | Multiple users affected | < 1 hour | Recording fails for a team, sync broken | | P3 Medium | Single user issue | < 4 hours | One person's transcription stopped | | P4 Low | Minor issue, workaround exists | < 24 hours | UI glitch, slow processing |

Scope assessment questions:

Is it just you, or are others affected too? → Ask in #granola-support
Is status.granola.ai showing an incident? → P1/P2 if yes
Was it working earlier today? → Recent change (OS update, permissions) likely
Which platform? (Zoom/Meet/Teams) → Platform-specific audio routing

Step 2 — Remediation by Incident Type

Incident: "Meeting Not Recording"

Severity: P3 (single user) or P2 (team-wide)

Immediate actions:

Click Granola menu bar icon > Start Recording (manual override)
If manual start fails:
- Check that the meeting has audio playing
- Verify Granola is running: pgrep -l Granola
- Restart: right-click menu bar icon > Restart Granola

Root cause investigation:

[ ] Calendar event has a video conferencing link (Zoom/Meet/Teams)
[ ] Calendar is connected in Settings > Calendar
[ ] Microphone permission granted
[ ] Screen & System Audio Recording permission granted (macOS)
[ ] Not running conflicting audio software (Loopback, BlackHole)

Backup: Take manual notes. After fixing, re-record the next meeting.

Incident: "Transcription Stops Mid-Meeting"

Severity: P3

Immediate actions:

Check: is the computer awake? (Sleep kills transcription)
Right-click Granola icon > Restart Granola
Reopen your note — transcription may resume
If using Bluetooth: switch to wired audio or built-in speakers

Root cause: Granola stops transcription after ~15 minutes of no detected audio. Bluetooth devices can cause intermittent dropouts.

Incident: "Enhancement/Processing Failed"

Severity: P3

Immediate actions:

Wait 15 minutes — long meetings take longer to process
Check internet connectivity
Check status.granola.ai for service issues
Restart Granola and reopen the note
Click Enhance Notes again

If still failing after 30 minutes: The transcript was captured but enhancement may be queued. Submit support ticket with the meeting date/time.

Incident: "Integration Not Syncing" (Slack/Notion/HubSpot)

Severity: P3

Immediate actions:

Settings > Integrations > check the target integration status
Disconnect and reconnect the integration
Re-share the note manually
For Zapier: check Zap history at zapier.com for errors

Common causes: | Integration | Likely Cause | Fix | |-------------|-------------|-----| | Slack | Bot removed from channel | /invite @Granola in the channel | | Notion | Database deleted | Reconnect (new database created) | | HubSpot | OAuth token expired | Reconnect in Settings | | Zapier | Connection expired | Re-authenticate Granola in Zapier |

Incident: "Granola Service Outage" (P1)

Severity: P1 Critical

Immediate actions:

Confirm at status.granola.ai
Switch to backup note-taking immediately:
- Open a text editor or Google Doc
- Take manual notes for active meetings
- Notes can be combined with future Granola captures manually
Communicate to your team via Slack:

:rotating_light: Granola is currently experiencing a service outage.

Status: https://status.granola.ai
Impact: Meeting recordings and AI enhancement are unavailable.

Workaround: Take notes manually in Google Docs or your preferred editor.
I'll update when service is restored.

Next update: [time + 30 min]

Subscribe to status updates at status.granola.ai
Resume normal operation when status returns to Operational

Step 3 — Escalation Path

Level 1: User Self-Service
  → Restart Granola, check permissions, verify audio
  → Time: 5 minutes

Level 2: IT Support / Team Admin
  → Run debug bundle (granola-debug-bundle)
  → Check org-wide status, verify SSO/SCIM
  → Time: 15-30 minutes

Level 3: Granola Support
  → Submit ticket at help.granola.ai
  → Attach debug bundle
  → Enterprise: Priority support, dedicated contact
  → Time: 1-24 hours depending on severity

Level 4: Granola Engineering (P1 only)
  → Escalated by Granola Support for service outages
  → Status page updates provided by Granola team

Step 4 — Post-Incident Review

After resolution, document:

## Post-Incident Report

**Date:** YYYY-MM-DD
**Severity:** P1/P2/P3/P4
**Duration:** [start time] — [resolution time]
**Impact:** [# users affected, # meetings missed]

**Timeline:**
- HH:MM — Issue first reported
- HH:MM — Triage and severity assigned
- HH:MM — Workaround communicated
- HH:MM — Root cause identified
- HH:MM — Fix applied / service restored

**Root Cause:** [description]
**Resolution:** [what fixed it]
**Prevention:** [what to change to prevent recurrence]
**Action Items:**
- [ ] [who] [what] [by when]

Output

Incident triaged and severity assigned
Remediation applied or workaround enabled
Stakeholders notified with status updates
Post-incident review documented with prevention actions

Error Handling

| Scenario | First Response | |----------|---------------| | Can't reach status.granola.ai | Check your internet; try from phone network | | Restart doesn't fix recording | Force quit (pkill -9 Granola), clear caches, relaunch | | Multiple users reporting same issue | Likely P1/P2 — check status page, post to team Slack | | Issue persists after all troubleshooting | Create debug bundle, submit to help@granola.ai |

Resources

Next Steps

Proceed to granola-data-handling for data export, retention, and GDPR compliance.

Agent Skills: Granola Incident Runbook

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