After a recording, a host’s or guest’s file(s) may appear to be stuck at ‘100% uploaded’.

In this article:

Issue

Causes

Troubleshooting for Guest Files

Troubleshooting for Host Files

Related Questions

Issue

What does a stuck ‘100% Uploaded’ file mean?

When an audio (MP3, WAV) or video (MOV) file shows as stuck/unmoving at ‘100% uploaded’ for several minutes this means the file may have stalled while uploading to our servers.

On the Recording Page, the host sees ‘100% Uploaded’ on one or more files on their user track or guest's user track, depending on which participant this happened to.

Causes

What causes files to be stuck at ‘100% Uploaded’?

Files stuck at ‘100% Uploaded’ are usually caused when something interrupts the file upload.

This most frequently happens when:

Less frequently, this might happen when:

  • 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.

Troubleshooting for Guest Files

Important Points

  • File stuck at ‘100% uploaded’ can be troubleshooted if the 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 ‘100% Uploaded’. If the upload progress is moving, but slowly, it is recommended to wait for the upload to finish.

Troubleshooting Steps If Guest Is On The Recording Page

  1. The host makes sure they have stopped the recording.

  2. The guest refreshes their page.

  3. The guest immediately returns to the Recording Page by clicking Join Recording in the green room.

    1. If the upload resumes, the guest stays on the page until they see their file(s) turn solid blue with download arrows.

    2. If the file(s) changes to ‘Error: Unfinalized Track’ the guest does troubleshooting steps for unfinalized tracks.

Troubleshooting Steps If Guest Is Not On The Recording Page

  1. The host makes sure they have stopped the recording.

  2. The host refreshes their page (and will most likely see the guest’s file(s) turn to ‘Error: Unfinalized Track’.)

  3. The host contacts the guest to have them do troubleshooting steps for unfinalized tracks.

Troubleshooting for Host Files

Important Points

  • File stuck at ‘100% uploaded’ can be troubleshooted if you did not use an incognito or private browser window to record.

  • You should not clear your browser’s cache or cookies.

  • Troubleshooting steps are for if the upload progress is stuck/not moving at ‘100% Uploaded’. If the upload progress is moving, but slowly, it is recommended to wait for the upload to finish.

Troubleshooting Steps

  1. Make sure you have stopped the recording.

  2. Refresh your page.

    1. If the upload resumes, stay on the page until you see your file(s) turn solid blue with download arrows.

    2. If the file(s) changes to ‘Error: Unfinalized Track’ do troubleshooting steps for unfinalized tracks.

Related Questions

I/my guest are still on the recording page. I see the upload progress moving, but it is very slow. Why is it taking so long for the file(s) to upload?

When a participant’s file(s) takes a long time to upload, this may be because:

  • A long session was recorded.

    • With all other factors being equal, generally the longer the recording time, the larger the file sizes, and therefore the longer it takes the files to upload. In particular, video (MOV) files are the largest files and therefore usually take the longest to upload.

  • The participant’s internet upload speed is lower than the system requirements.

  • The participant’s internet connection is unstable.

    • Internet connections that frequently disconnect/drop can slow the upload or even cause it to stall/get stuck.

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