Missing Cloud Recordings

[meg-mcbride]

We had a conference yesterday and we used some shared accounts with different folks added as alternative hosts. The alternative hosts recorded to the cloud, but two of the sessions, with the same alternative host, do not show in the account recordings.  I confirmed that he recorded to the cloud. He said that lately he was having some trouble with recordings. Any thoughts on why a licensed users recordings would not come through?

[vescamilla]

Hi meg-mcbride,

Did the recordings eventually show in the list of cloud recordings for the user as well as the admins in Admin > Account Managment > Recordings?

[meg-mcbride]

They are not showing up in either the users account or in the account management recordings area. The email was disabled, so I won't be able to check that until early next week. I am wondering if the alternative host might have an older version of Zoom on his device - and that is causing him some trouble. Thoughts?

[meg-mcbride]

I don't that it is - he was on a Mac, and his Zoom version was 5.6.3.706. I checked the dashboard, and I do not see a recording noted for his sessions. 😞

[vescamilla]

Hello meg-mcbride,

Thank you for the information! Correct that the version should not affect cloud recording given they are on a very recent version of the Zoom client. At this point, I would recommend submitting a support ticket so they can investigate this further. Thank you!

[Sof]

Hello meg-mcbride,

I would like to add just a quick comment. The cloud recording always shows up under the name of the original meeting host, even if the alternative host started the meeting and the recording. Not sure if this solves the problem, but maybe it helps with your research in the Recording management.

[The_WebiNerd]

And, just to be sure, did you have the individual check their local system for the recording? On Mac visit Documents > Zoom and look for a folder with the event date and time. You know, just in case.

If the dashboard does not indicate that the session was recorded, you may have discovered that your colleague forgot to record. 

[RN]

Hey @meg-mcbride, you have some responses worth noting! If any of these answer your question don't forget to mark one as a solution by clicking Accept as Solution. Thanks!