A host may see “Error: Unfinalized Track” on one or more of their or their guest’s files after recording with the Zencastr iOS app, which prevents them from downloading those files.
This article covers how to troubleshoot unfinalized track errors for participants who recorded using the Zencastr iOS app. If the participant recorded using a computer or laptop, use this article to troubleshoot instead: Unfinalized track error.
This article explains what causes the error, who needs to troubleshoot it, and how to recover the files.
What causes this isue
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 or cellular data connection.
The participant’s device temporarily disconnects from the internet.
A participant leaves the recording room before the upload completes.
A participant closes the app before the upload completes.
Troubleshooting steps
These troubleshooting steps must be completed on the same iOS device used during the original recording, by whichever participant's file shows the "Error: Unfinalized track" label. If you're the host and the error is on a guest's file, send them these steps to complete on their own device.
Important: Don’t delete or uninstall the Zencastr iOS app before the upload finishes. This can permanently erase the backup file stored on the device.
What to do:
Swipe up on your screen and make sure the Zencastr iOS app is fully closed and not running in the background.
Reopen the Zencastr iOS app, the file(s) will start uploading.
Keep the app open and on screen until the files finish uploading.
Use the cloud icon in the top right corner to track progress, a moving up arrow means the upload is in progress, and a checkmark means it's complete.
When the upload finishes, the host will be able to download the guest’s file(s) from their recording room 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.
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 device and can only be accessed by reopening the Zencastr iOS app there, so only they can retry the upload. 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.
When I/my guest return to the app, the upload starts but get stuck and won’t complete. What can be done?
This usually means the device's Wi-Fi or cellular connection isn't strong or stable enough. Try switching connections (Wi-Fi to cellular, or vice versa). If that's not possible, the host can recover the internet-quality backup instead, as long as 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?
Recover the internet-quality backup. It's lower quality than the local recording, but may include segments that failed to upload locally.