Zencastr

Troubleshooting

Recording Troubleshooting

What 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.

I Can’t Hear My Guest

What to check when recording with multiple participants and someone can be heard/seen by some participants but can't be heard/seen by others

Participant Can Only Be Heard/Seen By Some

What to check and do when a guest repeatedly gets disconnected/drops off during a recording.

My Guest Keeps Getting Disconnected

What to check and do when a Zencastr page shows as blank/white or shows “Zencastr Loading. Thank you for your patience.” for several minutes

Blank Page

VoIP connection problems from my office space

Connection and VoIP Call Issues

What to do when a host or guest sees the 'Permission denied' error message when entering the recording page or trying to record.

Error Permission Denied

What to do when guest sees “Error Accessing Microphone or Webcam” in the green room, when entering the recording page, or trying to record.

Error Accessing Microphone or Webcam

What to check and do when you get the error message ‘there was an error getting to the user’s local stream’.

Error Getting The User’s Local Stream

What to do when a host or guest sees the 'Quota Exceeded Error’ message while recording.

Quota Exceeded Error

Errors and Warning Messages

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.

Recording File Stuck at ‘99% Uploaded’

What 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.

Unfinalized Track Error

What to do when a host's or guest’s files show 'Error: Unfinalized Track' and can't be downloaded after recording on an iPhone or iPad.

Unfinalized Track Error on iOS

What internet-quality backups are, how long they are available for, and how to retrieve and download them.

Recovering Internet-Quality Backups

File Issues

I can hear more than one voice on our separate solo tracks? How do we resolve this?

Recorded Audio Issues

Editing/Postproduction Troubleshooting

Troubleshooting for issues encountered when using Editing/running a postproduction.

Postproduction Issues

Transcription Troubleshooting

Troubleshooting for issues encountered when using Transcriptions.

Transcription Issues

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