Recording troubleshooting
17 articles
Connection and VoIP call issues
Troubleshoot problems with joining the recording room, hearing or seeing other participants, and staying connected during a recording.
- Guest stuck in the green roomWhat to do when a host sees a guest "In Green Room" or a guest sees "Error encountered joining the call" when trying to join the recording room.
- I can’t hear my guestWhat to check and do when before recording the host can’t hear the guest speaking or vice versa, the guest can’t hear the host speaking.
- My guest keeps getting disconnectedWhat to check and do when a guest repeatedly gets disconnected/drops off during a recording.
- Blank page errorWhat to check and do when a Zencastr page shows as blank/white or shows “Zencastr Loading. Thank you for your patience.” for several minutes.
- Participant can only be heard or seen by someWhat to check when recording with multiple guests and someone can be heard or seen by some participants but can't be heard or seen by others
Errors and warning messages
Troubleshoot error messages that appear while entering the recording room, accessing your devices, or recording.
- Quota exceeded errorWhat to do when a host or guest sees the 'Quota Exceeded Error’ message while recording.
- Error getting the user’s local streamWhat to check and do when you get the error message ‘there was an error getting to the user’s local stream’.
- Permission Denied ErrorWhat to do when a host or guest sees the 'Permission denied' error message when entering the recording room or trying to record.
- Error Accessing Microphone or WebcamWhat to do when guest sees “Error Accessing Microphone or Webcam” in the green room, when entering the recording page, or trying to record.
File issues
Troubleshoot recording files that won't upload or download, and learn how to recover backup versions.
- Unfinalized track errorWhat to do when a host's or guest’s files show 'Error: Unfinalized Track' and can't be downloaded after recording on a computer or laptop.
- Zencastr iOS app: unfinalized track errorWhat to do when a host's or guest’s files show 'Error: Unfinalized Track' and can't be downloaded after recording on the Zencastr iOS app.
- Recovering internet-quality backupsWhat internet-quality backups are, how long they are available for, and how to retrieve and download them.
- Recording file stuck at ‘99% Uploaded’What to do when a recording file is stuck at ‘99% Uploaded’ and can’t be downloaded. What this means, why it happens, and how to fix it.
Recorded audio issues
Troubleshoot recorded audio that sounds too loud, too quiet, or includes other participants' voices on individual tracks.
- I can hear more than one voice on our separate solo tracks, how do we resolve this?
- Recorded audio is too loud or clippedWhat to do when a host's or guest’s recorded files sound too loud, harsh, or clipped.
- Recorded audio is too quietWhat to do when a host's or guest’s recorded files sound too quiet or distant.