The media could not be loaded, either because the server or network failed or because the format is

[pauljb1]

Can anyone advise. I am trying to share a link to an older recording (Nov 2020) and when I click to view it says "The media could not be loaded, either because the server or network failed or because the format is not supported." I can't download either. Newer recordings from Dec 2020 onwards play fine so it is not a browser issue. The recording is not in the trash as suggested from the zoom knowledge database. 

Looking online it states that records are keep on the zoom cloud indefinately

Thanks 

[Rupert]

Hi @pauljb1 

A custom retention date can be set in your Recording Settings. Can you check there? See below. Though I'm not sure this sounds like the problem.

https://zoom.us/profile/setting?tab=recording

[pauljb1]

Thanks

I do not have this option enabled.

Another post suggested a zoom issue and to log a ticket directly with them which I have done.

[Rupert]

Yep. That would have been my next suggestion.

Post back here if you get a solution and if you have time. Interesting problem.

Thanks. 

[VP1010]

Did you get this figured out?  What was the solution?

[VijeyataVerma]

Hi, did any one managed to figure out the solution for this issue. I am facing the same. Thanks

[pauljb1]

You need to contact zoom support directly, they can resolve the issue. The links are not matched to the files in the server due to them moving files about.