Recording file playback with video and audio suddenly unavailable | Community
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R
Newcomer
rpachin
Newcomer
January 5, 2022
Question

Recording file playback with video and audio suddenly unavailable

  • January 5, 2022
  • 3 replies
  • 0 views

Normally when I record a meeting, I get a Playback file which is the video and audio. Now I'm only seeing an audio only, video only (no sound) and one called Recording (not Playback) which won't play on my computer (does not appear to be an mp4?) Do I now need another app to play the recording or is there a setting I can change so the video plays with sound? I've checked my microphone and it is working ,and have allowed permissions on my computer. It seems to be an issue with the file.

    3 replies

    jeremyjustin
    Community Champion | Employee
    jeremyjustin
    Community Champion | Employee
    January 5, 2022

    Hi @rpachin thanks for the post to the Zoom Community! Typically for scenarios like this where things worked a certain way and now they don't, we look at settings to see if anything has changed. Depending on your situation, your user account may be managed by someone in your company in which case they can make changes in the Account or Group settings, and if there were changes made it could impact your settings at the user level. 

     

    If you log into the Zoom portal and check your Settings, then the Recording tab, you can verify things are the way you would like them to be:

     

     

    If you are doing a local recording instead, you can double check settings in your Zoom client's settings:

     

    Hopefully this helps. If this has answered your question, please click the "Accept as Solution" button below. If not please let us know. Thank you!

    R
    Newcomer
    rpachinAuthor
    Newcomer
    January 6, 2022

    I own my own business and no one uses my room, so it is not likely my settings were changed by someone else.

    It seems like zoom changed something because I've never had an issue and have never changed my settings.

     

    I do not see this menu when I click on Recordings/Local. Where is the "zoom client settings" you're referring to?

    Here's what I see when I click on Recordings/Settings.

     

    jeremyjustin
    Community Champion | Employee
    jeremyjustin
    Community Champion | Employee
    January 6, 2022

    hi @rpachin ok good to know you are the only one with access to your settings in the portal. Zoom wouldn't change your portal settings either so there must be something else at play. 

     

    When you record, are you choosing cloud recording? Since you have the "local recording" setting enabled in the portal, it is possible to choose "Record on this Computer" or "Record to the Cloud." 

    There are some settings in the Zoom client that apply to local recordings only, if you are on Windows or Mac you can find these settings by opening the Zoom client and clicking the small "Settings" wheel in the upper right

     

    If you record local, you are telling Zoom to store the raw audio/video file on your computer and then after the meeting ends, the recording will be processed on your computer and converted to a .mp4 file. If you happen to close or sign out of your computer before the file is processed you can end up with a partial/invalid file that cannot be opened. 

     

    Recording to the cloud avoids this chance for errors since the processing happens in Zoom's back end. 

     

    If this has answered your question to your satisfaction, please click the "Accept as Solution" button below but if not please reply and we can continue the  discussion. Thank you!

    R
    Newcomer
    rpachinAuthor
    Newcomer
    January 6, 2022

    ok thank you I will look for an email.

      G
      Newcomer
      GnJ
      Newcomer
      May 18, 2022

      I am looking for an answer to a similar situation. After downloading my files for a single Cloud-recorded meeting, I have 3 separate files on my computer. I don't know how to watch the video (on my computer) WITH its audio.
      Is this because I have this Cloud Recording setting checked?: "[checkbox] Record audio-only files" 

      If so, there should be a notice that doing this will mean that when you want to download your cloud recordings, you will only have separate files, nothing with video and audio together. 

        W
        Newcomer
        wnd-cbre
        Newcomer
        June 15, 2022

        I have the same question - how do I view downloaded cloud recording.  My settings give the attendees the option to download the recording. I want to test this so I can answer questions.  I downloaded the cloud recording and have the same three files as described above - all without a means to open and or access the meeting audio, video, or transcript.  What gives? 

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