A host may see “Error: Unfinalized Track” on one or more of their or their guest’s files after recording on a computer or laptop, which prevents them from downloading those files.
This article covers how to troubleshoot unfinalized track errors for participants who recorded using a computer or laptop. If the participant recorded using the Zencastr iOS app, use this article to troubleshoot instead: Zencastr iOS app: unfinalized track error.
This article explains what causes the error, who needs to troubleshoot it, and how to recover the files.
What causes this error
While recording, Zencastr captures each participant’s audio and video locally and stores the files in their browser’s local 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 usually happens when:
The participant’s device has a slow or unstable WiFi connection.
The participant’s device temporarily disconnects from the internet.
A participant leaves the recording room before the upload completes.
Less frequently, this might happen when:
The participant is recording on a network with strict security settings (e.g. work, school, hotel) that block file uploads.
Troubleshooting steps for guest files
If you're the host and the error appears on a guest's file, ask the guest to complete the steps on their own computer and browser. The steps must be done on the same computer and browser used during the original recording.
What the host needs to do
Click Library from the left navigation menu.
Find the recording you want to use and click the three-dot menu.
Click Join.
In the recording room, select the recording where the unfinalized track(s) are visible.
Copy the recording link from your browser’s address bar. It will look like:
https://recording.zencastr.com/[account username]/[session name](for the most recent recording in the recording room) -Example:
https://recording.zencastr.com/exampleuser/example
https://recording.zencastr.com/[account username]/[session name]/[recording ID](for a previous recording in the recording room)Example:
https://recording.zencastr.com/exampleuser/example/60e5adf1627ce8035ad64ca9
Send the recording link to the guest.
What the guest needs to do
Open the recording link on the same computer and browser they used to record.
In the green room, click Join to enter the recording room.
In the recording room, click the file that shows ‘Error: Unfinalized track’.
On the pop-up, click Retry Upload.
If Retry Upload Works: The file will turn gray when it's finished uploading and the error will disappear. The host will then be able to download the guest’s file from their recording room. The guest should repeat Step 4 for any other unfinalized files.
If Retry Upload Doesn’t Work: The guest should try step 5.
On the same pop-up, click Recover Backup.
If Recover Backup Works: The file will download to the guest’s computer. The guest should repeat Step 5 for each remaining unfinalized file, then send the files to the host via cloud storage (such as Google Drive or Dropbox) or by email.
Troubleshooting steps for host files
If the “Error: Unfinalized Track” appeared on one of your files, follow the instructions below. The steps must be done on the same computer and browser used during the original recording.
Click Library from the left navigation menu.
Find the recording you want to use and click the three-dot menu.
Click Join.
In the recording room, select the recording where the unfinalized track(s) are visible.
Click the file that shows ‘Error: Unfinalized track’.
On the pop-up, click Retry Upload.
If Retry Upload works: The file will turn gray when it's finished uploading and the error will disappear. Repeat step 6 for any other unfinalized files.
If Retry Upload doesn’t work: Try Step 7.
On the same pop-up, click Recover Backup.
If Recover Backup works: The file will download to the your computer. Repeat step 5 for each remaining unfinalized file.
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.
Contact Zencastr Support via chat or email.
Related questions
Why do I need my guest’s help to troubleshoot their file error?
The high-quality local recording is saved on your guest's browser's local storage and can only be accessed by from there via recovery steps. If they're unavailable, you can recover the internet-quality backup instead, within 30 days of the recording. These backups are the audio (and video) streamed during the recording, and are 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?
No, your guest can troubleshoot independently. Some hosts prefer to stay on the page to monitor the upload or assist, but it isn't required.
What does ‘Force Finalize’ do for a guest’s files?
It completes the upload using whatever partial content was captured before the guest left or lost connection, usually resulting in a shorter file than the full recording. Use it only as a last resort, using it before your guest finishes troubleshooting makes recovering the full recording unlikely.
The guest hasn’t responded in a few days about being able to do troubleshooting steps. Should I force finalize their file?
Force Finalize isn't guaranteed to work and usually won't recover the full-length file. While you wait, recover the internet-quality backup if the recording was done in the last 30 days. If your guest stays unresponsive for up to a week, Force Finalize can be used as a last resort.
My guest only sees their name when returning to the recording room, no Unfinalized Track Error or files. What can I do?
If your guest returns to the recording room and only sees their name and no files or errors, make sure they’re using the same computer and browser they used to record. Also, double-check that you sent the link for the correct recording, especially if the session has multiple recordings.
If your guest still doesn’t see the error, they may have used a different browser profile or may have been signed into a Zencastr account (or not) during recording. Ask them to match their login state and browser profile to what they used originally.
Clicking ‘Retry Upload’ starts the file upload, but then it just blinks/flashes for several minutes before going back to the Unfinalized Track Error. What can I do?
If ‘Retry Upload’ starts the file upload, but then just blinks or flashes before reverting to ‘Error: Unfinalized Track,’ it’s likely that the upload can’t complete because the internet connection isn’t strong or stable enough. The participant should try switching to a stronger internet connection (e.g. moving from Wi-Fi to wired).
If this isn’t possible, the participant can try the Recover Backup option instead. The host can also recover the internet-quality backup 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 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.
I/my guest used an incognito/private window to record and now troubleshooting steps aren’t working. What can be done?
If someone recorded in a private or incognito window and closed the window before the file uploaded, Zencastr can’t recover the local file. This is because private browsing clears the browser's local storage when the window is closed. For future sessions, we recommend avoiding private/incognito mode when recording.