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Missing Cloud Recordings

meg-mcbride
Newcomer
Newcomer

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?

7 REPLIES 7

vescamilla
Community Champion | Employee
Community Champion | Employee

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
Newcomer
Newcomer

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?

 

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
Community Champion | Employee
Community Champion | Employee

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
Zoom Employee
Zoom Employee

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.

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. 

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RN
Community Moderator | Employee
Community Moderator | Employee

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