A host may see “Error: Unfinalized Track” on one or more of their or their guest’s files after recording with the Zencastr mobile app on an iPhone or iPad, which prevents them from downloading those files. This article explains what causes the error, who needs to troubleshoot it, and how to recover the files.
This article covers how to troubleshoot unfinalized track errors for participants who recorded using the Zencastr mobile app on iPhone or iPad. If the participant recorded using Zencastr on a computer or laptop, see this article.
In this article:
What This Issue Looks Like
The “Error: Unfinalized track” label appears on one or more of the files in a participant’s track on the Recording Page. This error can appear on the host's or guest’s file(s), depending on whose file upload was interrupted. Files with this error cannot be downloaded unless recovery steps are completed.
Who This Affects
This error can affect either a host or a guest, depending on which participant’s file(s) didn’t upload properly after the recording ended.
What Causes This Error
While recording on the mobile app for iPhone or iPad, Zencastr captures each participant’s audio and video locally and stores the files in their device’s storage. These files upload progressively during the session and after the recording stops.
The “unfinalized track” error appears when the upload is interrupted or fails to complete.
This most frequently happens when:
The participant’s device has a slow or unstable WiFi or cellular data connection.
The participant’s device temporarily disconnects from the internet.
A participant leaves the session before the upload completes.
A participant closes the app before the upload completes.
Who Should Follow Troubleshooting Steps
The troubleshooting steps below must be completed by the participant (host or guest) whose file(s) have the “Error: Unfinalized track” label. The steps must be done on the same iPhone or iPad used during the original recording. If you're the host and the error appears on a guest's file, ask the guest to complete the steps on their own device.
Troubleshooting Steps
Troubleshooting Steps for Guest Files
❗️Important: Do not delete or uninstall the Zencastr mobile app before the upload finishes. This can permanently erase the backup file stored on the device.
What the Guest Needs to Do:
Swipe up on their screen and make sure the Zencastr iOS app is fully closed and not running in the background.
Reopen the Zencastr iOS app.
Keep the app open and on screen until the files finish uploading.
What to Expect:
The file(s) start uploading as soon as the app is open and active. The guest can use the cloud icon in the top right corner to track progress. A moving up arrow indicates that the upload is in progress. A checkmark confirms the upload is complete. When the upload finishes, the host will be able to download the guest’s file(s) from their Recording Page on a computer.
Troubleshooting Steps for Host Files
❗️Important: Do not delete or uninstall the Zencastr mobile app before the upload finishes. This can permanently erase the backup file stored on the device.
What the Host Needs to Do:
Swipe up on the screen and make sure the Zencastr iOS app is fully closed and not running in the background.
Reopen the Zencastr iOS app.
Keep the app open and on screen until the files finish uploading.
What to Expect:
The file(s) start uploading as soon as the app is open and active. Use the cloud icon in the top right corner to track progress. A moving up arrow indicates that the upload is in progress. A checkmark confirms the upload is complete. When the upload finishes, the host will be able to download their file(s) from their Recording Page on a computer.
Still Having Trouble?
If the error persists after trying the steps above:
Download internet-quality backups: If the recording had at least two participants and was recorded within the last 30 days, Zencastr stores internet-quality backups of the audio and video streamed over the internet during the session. These files are lower in quality than the locally recorded versions, but may be a helpful alternative. Read how to recover internet-quality backups here.
Contact Zencastr Support via chat or email.
Related Questions
Why do I need my guest’s help to troubleshoot their file error?
You need your guest’s help to troubleshoot unfinalized track errors for their file(s) because the high-quality local recording is saved on their device and can only be accessed by reopening the Zencastr mobile app. If your guest isn’t available, your alternative is to recover the internet-quality backup within 30 days of the recording date. Just note that these files are the audio (and video) that was streamed over the internet during the recording and will be of lower quality than the local files.
As the host, do I need to be on the recording page while the guest is doing their troubleshooting steps?
The guest can do their troubleshooting steps independently; the host does not need to be on the Recording Page. However, some hosts prefer to stay on the page to monitor the upload in real time or assist the guest.
What does ‘Force Finalize’ do for a guest’s files?
‘Force Finalize’ attempts to complete the upload using whatever partial content was captured before the guest left the session or lost connection. This usually results in a file that is shorter than the full recording length. If you force finalize before the guest completes troubleshooting, you're unlikely to recover the full recording. This option should only be used as a last resort.
The guest hasn’t responded in a few days about being able to do troubleshooting steps. Should I force finalize their file?
If your guest hasn’t responded, Force Finalize may retrieve a partial version of their file, but it’s not guaranteed to work and usually won’t get you the full-length file. While waiting, your best option is to recover the internet-quality backup, as long as the recording was done within the last 30 days. If your guest remains unresponsive after a few days up to a week, Force Finalize may be used as a last resort.
When I/my guest return to the app, the upload starts but get stuck and won’t complete. What can be done?
If a file gets stuck while uploading with no additional progress, it’s likely that the upload can’t complete because the device’s WiFi or cellular data connection isn’t strong or stable enough. The participant should try switching to a stronger internet connection (e.g. moving from Wi-Fi to cellular or vice versa). If this isn’t possible, the host can recover the internet-quality backup as an alternative if the recording had at least two participants and was done within the past 30 days.
My/my guest’s file doesn’t have an ‘Error: Unfinalized track’ and appears to be uploaded, but when I download the file, the content is short of the full recording length. What can I do?
If a file appears uploaded but is missing content, the best option is to recover the internet-quality backup. These files are lower in quality than the locally recorded versions, but may contain segments that failed to upload in the local version.