Zoom recordings only captures audio even though it is set to save video, audio and transcript

We have an account that needs to record EVERY meeting with video, audio and transcript. All our accounts have the recording settings accordingly. However, once the meeting is processed there are cases where the video is missing, the transcript is missing or both. 

We are trying to reach out to support but are unable to. This is a critical issue because we work with education and we need all recordings for every session.