Having trouble with a recording? Use the sections below to troubleshoot common video, audio, connection, and upload issues in Zencastr.
My camera is black, blank, or not detected
If your video feed isn’t appearing, the issue may be related to browser permissions or another app using your camera. Try the following:
Allow camera access in your browser.
Make sure the correct camera is selected in Call Settings.
Close other apps that may be using your camera, such as Zoom or FaceTime.
Refresh the page.
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My video is choppy, pixelated, or low quality
Video quality can be affected by your internet connection or available system resources. Try the following:
Lower Maximum Resolution in Call Settings.
Close other apps and browser tabs.
Use a wired internet connection.
Make sure at least 8 GB of RAM is available.
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My video and audio are out of sync
Zencastr records participants on separate tracks, which can help when correcting small synchronization issues during editing. To help prevent sync issues while recording:
Keep your internet connection stable.
Close unnecessary apps to free up system resources.
If the issue continues across multiple recordings, contact Support.
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I hear an echo in the recording
Echo can happen when sound from a participant’s speakers is picked up by their microphone. Try the following:
Have participants use headphones.
Turn on Echo Cancellation if someone needs to use speakers.
Move the microphone farther away from the speakers.
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My audio is quiet, distorted, or clipping
Audio level issues can be caused by the selected microphone, input gain, or microphone placement. Try the following:
Make sure the correct microphone is selected in Call Settings.
Position yourself about a hand’s width from the microphone.
Lower the microphone input gain in your operating system.
Avoid speaking directly into the microphone at very close range.
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I can’t hear the other participants
If you can’t hear other participants, check your audio output device and volume settings.
Select the correct Audio Output in Call Settings.
Raise your system volume.
Make sure your headphones are connected.
Allow browser audio permissions.
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I can’t join the recording room
If you can’t enter a recording room, check your browser, invite link, and device permissions.
Use a supported browser: Chrome, Edge, or Brave.
Make sure the invite link is current.
Allow camera and microphone access.
Check that your firewall or network isn’t blocking Zencastr.
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I got disconnected during recording
A brief connection drop doesn’t necessarily interrupt the local recording. If you get disconnected:
Rejoin using your invite link or from the Library.
After reconnecting, confirm that your tracks are still recording and uploading.
Note: Your local recording continues during a brief connection drop.
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The health check failed before recording
A failed health check means one or more recording requirements still need attention. Try the following, then run the health check again:
Allow microphone and camera access.
Make sure at least 8 GB of memory and 10 GB of disk space are available.
Use a supported browser.
Reload the recording room to run the health check again.
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My track is stuck uploading
If a track appears to stop uploading, keep the recording tab open while you check the connection.
Keep the browser tab open.
Check your internet connection.
Allow additional time for the upload to complete on a slower connection.
Don’t close the tab until the upload finishes.
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I see “device storage is running low”
Zencastr records tracks locally, so you may see a warning when your device is running low on storage.
Free up disk space until at least 10 GB is available.
Close other apps that may be using disk space.
Once space is available, continue the recording or upload.
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Recover a recording after a crash or closed tab
Local recording and cloud backup can help protect your tracks if the browser crashes or a recording tab closes unexpectedly.
Reopen the recording from the Library.
Check for any tracks that still need to finish uploading.
Allow any pending uploads to complete.
Note: Zencastr uses local recording and cloud backup to help protect recorded tracks.
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