Recording not found

[Eileenm]

I just held a meeting with a client for about an hour. I definitely clicked record and we both heard the " this meeting is being recorded" But it is not in my cloud or on the computer. Can any one give me advice on how to recover it? Where it might be or what might have happened? Cos I can't get any help from Zoom. I have a paid account 

[jrmagno]

It’s frustrating when recordings seem to disappear. Here are a few troubleshooting steps that might help you locate the missing recording:

1. Check Recording Locations (Cloud and Local)

• Cloud Recording: Log in to your Zoom account on the web, go to Recordings, and make sure you're checking in the Cloud Recordings tab.
• Local Recording: If you selected local recording, check the default Zoom folder in Documents. Occasionally, recordings are saved locally if cloud recording wasn’t selected.

2. Confirm Recording Status in Zoom Portal

• In your Zoom web portal, go to Account Management > Reports and select Usage Reports to verify that the recording was initiated. If it’s listed there but not in the recordings, it could be a processing delay.

3. Look for Unprocessed Files (Local Recording)

• If you used local recording and the recording was interrupted, Zoom may have saved incomplete files in a temporary format. In the Zoom folder, look for files with extensions like .zoom or .tmp—these are usually partial recordings that can sometimes be recovered.

4. Verify Storage Quota (Cloud Recording)

• Sometimes, if your cloud storage quota is full, new recordings won’t save. Check under Account Management > Recording Management to see if you’re at capacity. If so, deleting older recordings can free up space and potentially allow for processing of pending ones.

5. Contact Zoom Support (for Paid Accounts)

• With a paid account, you should be able to reach Zoom Support directly for recovery help. They can sometimes retrieve recordings that failed to process or temporarily “disappeared.”
• You may submit ticket to our support team