A host may see “Error: Unfinalized Track” on one or more of their or their guest’s files after recording with Zencastr on a computer or laptop, which prevents them from downloading those files. This article explains what causes the error, who needs to troubleshoot it, and how to recover the files.
This article covers how to troubleshoot unfinalized track errors for participants who recorded using Zencastr on a computer or laptop. If the participant recorded using the Zencastr mobile app on iPhone or iPad, see this article.
In this article:
What This Issue Looks Like
The “Error: Unfinalized track” label appears on one or more of the files in a participant’s track on the Recording Page. This error can appear on the host's or guest’s file(s), depending on whose file upload was interrupted. Files with this error cannot be downloaded unless recovery steps are completed.
Who This Affects
This error can affect either a host or a guest, depending on which participant’s file(s) didn’t upload properly after the recording ended.
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 Zencastr is unable to complete that upload.
This most frequently happens when:
The participant has a slow or unstable internet connection.
The participant experiences a brief internet outage or disconnection.
A guest leaves the Recording Page before getting the confirmation pop-up that their files have fully uploaded.
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.
Who Should Follow Troubleshooting Steps
The troubleshooting steps below must be completed by the participant (host or guest) whose file(s) have the “Error: Unfinalized track” label. The steps must be done on the same computer and browser used during the original recording. 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.
Troubleshooting Steps
Troubleshooting Steps for Guest Files
What the Host Needs to Do:
On the Dashboard, click Join Session to open the session.
On the Recording Page, 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 session) -Example:
https://recording.zencastr.com/exampleuser/example
https://recording.zencastr.com/[account username]/[session name]/[recording ID](for a previous recording in the session)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 brower they used to record.
In the green room, click Join to enter the recording page.
On the Recording Page, click the file that shows ‘Error: Unfinalized track’.
On the pop-up, click Retry Upload.
If Retry Upload Works: The file will turn solid 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 page. 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
On the Dashboard, click Join Session to open the session.
On the Recording Page, 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 solid gray when it's finished uploading and the error will disappear. Repeat step 4 for any other unfinalized files.
If Retry Upload Doesn’t Work: Try step 5.
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. Read how to recover internet-quality backups here.
Contact Zencastr Support via chat or email.
Related Questions
Why do I need my guest’s help to troubleshoot their file error?
You need your guest’s help to troubleshoot unfinalized track errors for their file(s) because the high-quality local recording is saved in their browser’s local storage and can only be accessed from there via recovery steps. If your guest isn’t available, your alternative is to recover the internet-quality backup within 30 days of the recording date. Just note that these files are the audio (and video) that was streamed over the internet during the recording and will be of 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?
The guest can do their troubleshooting steps independently; the host does not need to be on the Recording Page. However, some hosts prefer to stay on the page to monitor the upload in real time or assist the guest.
What does ‘Force Finalize’ do for a guest’s files?
‘Force Finalize’ attempts to complete the upload using whatever partial content was captured before the guest left the Recording Page or lost connection. This usually results in a file that is shorter than the full recording length. If you force finalize before the guest completes troubleshooting, you're unlikely to recover the full recording. This option should only be used as a last resort.
The guest hasn’t responded in a few days about being able to do troubleshooting steps. Should I force finalize their file?
If your guest hasn’t responded, Force Finalize may retrieve a partial version of their file, but it’s not guaranteed to work and usually won’t get you the full-length file. While waiting, your best option is to recover the internet-quality backup, as long as the recording was done within the last 30 days. If your guest remains unresponsive after a few days up to a week, Force Finalize may be used as a last resort.
My guest only sees their name when returning to the Recording Page, no Unfinalized Track Error or files. What can I do?
If your guest returns to the Recording Page 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. You can copy the correct link by clicking into the session, selecting the correct recording, and copying the full URL from your browser’s address bar (see What Host Needs to Do, above). 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 appears 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.