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One of the tracks didn't finish uploading, how can I retry/recover it?

Sometimes uploads can fail.

The most common causes of this are:

  • if they have a weak internet connection.
  • If they are in a place with a network that blocks dropbox traffic.  Sometimes office space / universities / hotels / etc do this.  
  • if the Zencastr tab it closed before the uploads complete.

Luckily, Zencastr stores the files locally on each participant's computer until the end of the recording, when they are uploaded to our servers.  

In order for recovery to be successful there are a few things that must happen: 
  • Guest must be using the same computer & browser they were using at the time of recording
  • They must NOT be using an incognito window
  • They must return to the correct recording page to recover each track (there may be several recording pages for an episode)  
You can retry the uploads by having the participant whose audio failed to upload return to the recording page. There they should be able to click on their track to retry the upload.  If that still doesn't work, they can right-click on the track and select 'Recover from backup'.  This will allow them to save the track to their file system so they can send it over to you.
 
Please make sure that they use the same computer and browser as was used to record as the backup is specifically saved to that browser and computer.
 
Additionally, if you have multiple recording under the same episode, you will need to send them a direct link to the specific recording you want them to recover a track from.  You can get this link by navigating to the recording page yourself as the host and copy/pasting the url.  It should have a unique id on the end.  This will take them to the proper recording page.  Otherwise they will be taken to the last recording in the episode.
 
Regular episode invite link example:
https://zencastr.com/josh/my-recent-episode
 
Direct recording link example:
https://zencastr.com/josh/my-recent-episode/5879238228b4696b26385706

12 Comments

  • Avatar
    heikeyoung

    I have a question about this part:

    "You can get this link by navigating to the recording page yourself as the host and copy/pasting the url.  It should have a unique id on the end.  This will take them to the proper recording page.  Otherwise they will be taken to the last recording in the episode.
     
    Regular episode invite link example:
     
    Direct recording link example:
    https://zencastr.com/josh/my-recent-episode/5879238228b4696b26385706"

    How do you get this URL? When I'm in the recording page for the episode w/ audio upload problems, I don't see any detailed URLs for separate tracks. I tried right-clicking and it still doesn't show up.
  • Avatar
    lakerfilmroom

    That URL only appears when you have more than one recording (not microphones, but multiple takes) under each episode. So when you have multiple recordings and you select one, then you get that link.

  • Avatar
    Josh Nielsen

    lakerfilmroom is right.  You only need the unique url if there is more than one recording per episode and you will only see the unique urls in this case.  If there is only one recording in an episode, then you can send your guest the link without the unique id on the end and it should work fine.

  • Avatar
    Johan Abildskov

    Hello.
    I am in the situation of being the guest in this scenario. I do not have any context menu when I visit the unique url. How do I recover in this scenario. I am on Windows 10, and on Google Chrome.

  • Avatar
    psychopharm

    How can the guest recover the file?

  • Avatar
    themshow

    I just had something new where the automatic download did not run and when I clicked on the guest files they would not download. When I looked up in the address bar the Chrome pop-up blocker was preventing it. I clicked that to allow pop-ups and it's all good again.

  • Avatar
    XAHHEC

    So I'm on Firefox and have the role of guest. one of our recordings didn't upload and now when I attempt to upload it again (having received the link from the host) I am unable to do so. I get a popup error message stating: Unable to export backup audio for local download: Error: Store is empty

    Is there some other way to locate the file on my computer? Most grateful for help

  • Avatar
    christof66

    I have the same issue as XAHHEC - I am a host and my guest's track is showing as unfinalized. When I finalize it, I get a message: 'Processing audio - Error Uploading Track" also in the top right hand side of the screen I see a message: "Unable to export backup audio for local download: Error: Store is empty"

  • Avatar
    Josh Nielsen

    @christof66, this looks like a bug. I'll look into it. 

    In the mean time, the work around should be to have Sophie return to the recording page with the same computer and browser as was originally used and have them click on their own track.  The backup of Sophies track is stored on her computer only so it needs to be retried from there. 

    I've sent you an email as well to make sure you get this

  • Avatar
    christof66

    Thanks Josh!

    All sorted, yes, when Sophie jumped back onto the recording page she was able to sort it out and I received the file...

     

    Cheers

     

    Chris

  • Avatar
    XAHHEC

    Hi Josh most grateful if you could get in touch with me too, ive waited for two months for a reply to my similar question above /XAHHEC

  • Avatar
    Josh Nielsen

    @XAHHEC can you please shoot an email to support@zencastr.com with a link to the recording page in question.  Then we can investigate further.  Thanks!

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