Kona failed to appear in your meeting, or it dropped before the meeting ended. This article covers the three most common causes and how to resolve each one.
Diagnose
Work through these checks in order.
Check 1: Was Kona invited to the calendar event? → Open the calendar event and look for Kona in the guest list. → If Kona is missing from the invite: Kona can only join meetings it has been explicitly invited to. Add Kona to the event and proceed to Fix 1. → If Kona is on the invite: Move to Check 2.
Check 2: Did the meeting start late or run with no participants for ~12 minutes? → Check the meeting start time against the scheduled time. Confirm whether both participants were present within the first 12 minutes. → If no one joined within ~12 minutes of the scheduled start: Kona leaves automatically after this threshold. Proceed to Fix 2. → If both participants joined on time: Move to Check 3.
Check 3: Is this a meeting type Kona supports? → Check the meeting format — for example, whether it uses a third-party conferencing tool or an unsupported video platform. → If the meeting type may be incompatible: Proceed to Fix 3. → If the meeting type appears standard: The cause is unclear. Submit a report using the steps in Report a Kona issue from your 1-on-1s.
Fix
Fix 1 — Kona was not invited
- Open the calendar event for your next scheduled meeting.
- Add Kona as a guest to the calendar event.
- Save the event and confirm Kona appears in the guest list.
If Kona still doesn't join after being invited, submit a report.
Fix 2 — Meeting started late or had no participants
- Confirm your next meeting starts on time with both participants present.
- Join within the first few minutes of the scheduled start time.
There is no way to retroactively prevent Kona from leaving a meeting it already exited. For the affected meeting, submit a report so the team can log the occurrence.
Fix 3 — Incompatible meeting type
- Confirm which video conferencing platform your meeting uses.
- Contact 15Five Support to verify whether that platform is compatible with Kona.
Contact Support via chat in the 15Five Help Center or email support@15five.com.
What Resolution Looks Like
When the cause is resolved, Kona joins the meeting at the scheduled start time and remains for the full session. Notes and responses appear in the 1-on-1s experience in 15Five after the meeting ends.
If It Still Fails
If none of the above fixes resolve the issue, submit a report through the 1-on-1s experience in 15Five.
Include the following when you submit:
- Meeting title, date, time, and participants
- Which checks above you completed and what you found
- Whether Kona has joined this type of meeting before
- Any calendar changes made close to the meeting time
The 15Five Support team will review the report and may follow up for additional details.
Not Covered Here
This article does not cover Kona failing to capture notes or respond during a meeting it did join.