After a recording, a host’s or guest’s file(s) may appear to be stuck at ‘99% Uploaded’. Use this article to help you troubleshoot.
What does stuck ‘99% Uploaded’ file mean?
After a recording, when an audio (MP3, WAV) or video (MOV) file shows as stuck/unmoving at ‘99% uploaded’ for several minutes this means the file may have stalled while uploading to our servers.
What causes files to be stuck at ‘99% Uploaded’?
Files stuck at ‘99% Uploaded’ are usually caused when something interrupts the file upload.
This usually happens when:
The host or guest has a slow or unstable internet connection.
The host or guest experiences a temporary disruption to the internet connection such as a disconnection or outage.
The guest leaves the recording room before getting the confirmation popup that their files have fully uploaded.
Less frequently, this might happen when:
The host or guest is doing the recording from a network that has strict security settings (e.g. a company, university, hotel) that blocks the upload.
Important troubleshooting points
The file stuck at ‘99% uploaded’ can be troubleshooted if the host or guest did not use an incognito or private browser window to record.
The guest should not clear their browser’s cache or cookies.
Troubleshooting steps are for if the upload progress is stuck/not moving at '99% Uploaded’. If the upload progress is moving, but slowly, it is recommended to wait for the upload to finish.
Troubleshooting for guest files
If the guest is still in the recording room (indicated by a green dot next to their name):
The host makes sure they have stopped the recording.
The guest refreshes their page.
The guest immediately returns to the recording room by clicking the Join button in the green room.
If the upload resumes, the guest stays on the page until they see their file(s) turn gray with download arrows.
If the file(s) changes to ‘Error: Unfinalized Track’ the guest does troubleshooting steps for unfinalized tracks.
If the guest isn’t in the recording room (indicated by a red dot and ‘Offline’ tag next to their name):
The host makes sure they have stopped the recording.
The host refreshes their page (and will most likely see the guest’s file(s) turn to ‘Error: Unfinalized Track’.)
The host contacts the guest to have them do troubleshooting steps for unfinalized tracks.
Troubleshooting for host files
Make sure you have stopped the recording.
Refresh your page.
If the upload resumes, stay on the page until you see your file(s) turn gray with download arrows.
If the file(s) changes to ‘Error: Unfinalized Track’ follow the troubleshooting steps for unfinalized tracks.
Related questions
I/my guests are still on the recording page. I see the upload progress moving, but it’s very slow. Why?
This is usually caused by one or more of the following:
A long recording. Longer sessions produce larger files, which take longer to upload, video (MOV) files especially.
Slow upload speed. Many internet plans prioritize download speed over upload speed, so upload speed can be 5-10x slower. Check the system requirements and run a speed test before joining the recording room.
An unstable connection. Frequent drops or disconnects can slow the upload or cause it to stall.
Why do I need my guest’s help to troubleshoot for their file(s)?
Your guest needs to do troubleshooting steps themselves because Zencastr's local recording is saved in your guest's local browser storage.
If you'd rather not involve your guest, you can recover the internet-quality backup instead, within 30 days of the recording. This is the audio (and video) streamed during the call, so it's lower quality than the local recording file.
When I/my guest try to refresh the page, the file starts uploading again but then just gets stuck at some ‘uploaded' percent. What can I do?
First, confirm you or your guest are troubleshooting from the same computer and browser that you used to record.
If you/your guest are using the same computer and browser you used to record and still have this issue, you may be on an internet connection that is slow/doesn’t meet the system requirements or is unstable.Try switching to a stronger internet connection, e.g. changing from a Wi-Fi network to a wired connection.
If that’s not possible, you/your guest can try the ‘Recover Backup’ option of troubleshooting unfinalized tracks instead. If that doesn’t work , you can recover and download the internet-quality backups instead, as long as it's within 30 days of the recording and the session had two or more participants.