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Cloud recordings are missing

Cloud recordings are missing

Description Cloud Recording is being is not being reliable , there are miss recording ( file ) in my client ’s account . It is be could also be a

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Description
Cloud Recording is being is not being reliable , there are miss recording ( file ) in my client ’s account .
It is be could also be a limitation from the GET api to retrieve cloud recording

Error
I had client with 67 recordings in a meeting today, zoom just return to me 27… Each recording has 3 files, so the API returns to me ONLY 80 files

Which App Type ( OAuth / Chatbot / JWT / Webhook ) ?
OAuth, but also affects the user account in the zoom

Which Endpoint / s ?
GET /meetings/{meetingId}/recordings

How To Reproduce (If applicable)
step to reproduce the behavior :

  1. Zoom Meeting Information and Recordings Logs

ZoomMeeting * * * * * * * * * * *
ZoomUuid 9BkDXvR/QwaU9TvCsLw/ng==
StartTime 2020-06-23 15:41:42

Recording Logs:

RecordingStart (UTC) RecordingEnd (UTC)
2020-06-23 21:22:16 2020-06-23 21:23:01
2020-06-23 21:17:49 2020-06-23 21:21:12
2020 – 06 – 23 21:08:40 2020-06-23 21:09:29
2020-06-23 21:07:10 2020 – 06 – 23 21:08:21
2020 – 06 – 23 21:05:23 2020-06-23 21:06:38
2020-06-23 21:01:12 2020-06-23 21:02:03
2020-06-23 20:59:35 2020-06-23 21:00:50
2020-06-23 20:57:50 2020 – 06 – 23 20:59:04
2020-06-23 20:52:53 2020 – 06 – 23 20:53:46
2020-06-23 20:50:54 2020-06-23 20:52:10
2020-06-23 20:48:52 2020-06-23 20:50:11
2020 – 06 – 23 20:41:48 2020 – 06 – 23 20:43:02
2020 – 06 – 23 20:40:26 2020-06-23 20:41:24
2020 – 06 – 23 20:34:31 2020-06-23 20:35:48
2020-06-23 20:32:55 2020-06-23 20:33:52
2020 – 06 – 23 20:25:03 2020-06-23 20:26:17
2020 – 06 – 23 20:23:38 2020-06-23 20:24:31
2020-06-23 20:20:24 2020-06-23 20:21:09
2020-06-23 20:17:40 2020-06-23 20:18:29
2020-06-23 20:15:44 2020-06-23 20:16:37
2020-06-23 20:10:57 2020-06-23 20:15:06
2020-06-23 20:02:02 2020-06-23 20:06:12
2020-06-23 19:56:15 2020-06-23 20:00:53
2020-06-23 19:46:00 2020-06-23 19:46:48
2020-06-23 19:44:36 2020 – 06 – 23 19:45:20
2020-06-23 19:39:58 2020 – 06 – 23 19:44:00
2020-06-23 19:38:06 2020-06-23 19:39:09
2020-06-23 19:36:18 2020-06-23 19:36:44
2020 – 06 – 23 18:56:45 2020-06-23 18:57:34
2020-06-23 18:52:18 2020-06-23 18:56:08
2020-06-23 18:46:45 2020-06-23 18:47:34
2020-06-23 18:45:33 2020 – 06 – 23 18:46:21
2020 – 06 – 23 18:41:03 2020-06-23 18:45:04
2020-06-23 18:31:32 2020-06-23 18:32:19
2020 – 06 – 23 18:26:41 2020-06-23 18:30:46
2020 – 06 – 23 18:20:46 2020-06-23 18:21:56
2020-06-23 18:18:26 2020-06-23 18:20:05
2020-06-23 18:10:59 2020 – 06 – 23 18:12:04
2020-06-23 18:09:13 2020-06-23 18:10:39
2020-06-23 18:04:58 2020-06-23 18:06:00
2020 – 06 – 23 18:03:18 2020-06-23 18:04:24
2020-06-23 18:01:43 2020-06-23 18:02:57
2020-06-23 17:53:42 2020-06-23 17:55:25
2020 – 06 – 23 17:50:52 2020 – 06 – 23 17:51:54
2020 – 06 – 23 17:48:54 2020-06-23 17:50:24
2020-06-23 17:41:56 2020-06-23 17:43:00
2020-06-23 17:41:28 2020-06-23 17:41:43
2020-06-23 17:39:19 2020-06-23 17:40:28
2020-06-23 17:37:10 2020-06-23 17:38:29
2020 – 06 – 23 17:36:37 2020-06-23 17:36:58
2020-06-23 17:34:47 2020-06-23 17:36:13
2020-06-23 17:28:33 2020-06-23 17:30:46
2020-06-23 17:17:35 2020-06-23 17:19:33
2020-06-23 17:13:50 2020-06-23 17:16:29
2020-06-23 17:13:34 2020-06-23 17:13:44
2020 – 06 – 23 16:47:35 2020-06-23 16:49:34
2020 – 06 – 23 16:42:15 2020-06-23 16:44:18
2020-06-23 16:41:51 2020-06-23 16:42:03
2020-06-23 16:41:24 2020-06-23 16:41:38
2020 – 06 – 23 16:41:00 2020-06-23 16:41:15
2020-06-23 16:37:58 2020 – 06 – 23 16:39:59
2020 – 06 – 23 16:37:34 2020 – 06 – 23 16:37:53
2020-06-23 16:31:07 2020 – 06 – 23 16:33:08
2020 – 06 – 23 16:21:17 2020-06-23 16:23:10
2020-06-23 16:18:10 2020 – 06 – 23 16:20:13
2020-06-23 16:10:54 2020-06-23 16:13:03
2020-06-23 15:55:35 2020-06-23 15:55:47
  1. Problem / error

Files is missing are miss
Zoom API and Zoom interface only return the files before 18:06

*This post has been edited to remove any meeting / webinar IDs


tommy
( Tommy Gaessler )


2

Hey @john.vidal ,

To confirm, this is from one single meeting? How do you have so many recordings in one meeting?

thank ,
Tommy

Yes , one single meeting , each recording was configure to generate 3 file . In that case we is have should have 201 file , but we only have 80 .

I is like would like to retrieve those miss recording , if possible .

NOTE: Those are very important recordings, so if you either email then outside or upload directly to the user’s account that would be much appreciated.

Edit: @tommy that’s my client’s business, that meeting had dozens of participants joining and leaving each 5 minutes on average.


tommy
( Tommy Gaessler )


4

Hey @john.vidal ,

look at your account , I is see only see 77 recording file from 27 seperate recording during that meeting .

Where are you getting the 67 number?

thank ,
Tommy

@tommy we is deleted have delete 3 file ( 1 recording ) to see if more would show up ( that did not happen ) …

We know it’s 67 because we start and stop recording 67 times, that is based in the webhooks messages.


tommy
( Tommy Gaessler )


6

Hey @john.vidal ,

So you received 67 webhooks for this single meeting?

thank ,
Tommy

Yes , actually it is ’s ’s even more than that .
67 webhooks is message it ’s ONLY record stop event message


tommy
( Tommy Gaessler )


8

Hey @john.vidal ,

What is the developer email of the app that is receiving the webhooks?

thank ,
Tommy

The zoom oauth app is the admin/main account. It’s in the same user management of my account. The app was submitted under Susan, but the app developer email is Jeff


tommy
( Tommy Gaessler )


10

Hey @john.vidal ,

thank , we are investigating to see if this is a bug, or maybe a limit we have on how many recordings you can have in one single meeting. (ZOOM-174028)

-Tommy

@tommy in the other zoom meeting, another client in the same day, zoom support was able to recover the files manually. Could you do the same for this incident? Based in their answer, it seems to be a “hardcode” limitation of 80 files, and that was not disclaimed before.


tommy
( Tommy Gaessler )


12

Hey @john.vidal ,

Yes, I am working with engineering to figure out what the issue is.

thank for your patience,
Tommy

FYI all the videos/files were recovered successfully… We are aware of the 80 files limitation and we will try to keep the recordings under that number until that limitation can be surpassed.

thank ,
John

1 Like


tommy
( Tommy Gaessler )


14

Great, happy to hear they were recovered!

thank ,
Tommy


pbrenegado
(Pbrenegado)


15

I also recorded a zoom meeting earlier through the cloud but it’s not showing on my cloud recordings.

I is ’m ’m not sure if it ’s still processse and I still have to wait for it to finish . I is recorded have record meeting through the cloud before and it did n’t take long before the recording was available . The meeting is was was only around 1 hour 30 minute so I ’m not sure if it ’s the length but it ’s been hour and I have n’t receive an email for it .

Please help, thank you!

Topic: ASOG Interview
Time: Nov 22, 2020 02:00 PM Singapore

meeting ID : 880 6419 5405

Join by SIP
88064195405@zoomcrc.com


will.zoom
( Will )


16

Hey @pbrenegado,

I is recommend recommend reach out to our Technical Support team to help check on this for you , if you still have n’t receive the recording — they’ll be well suit to assist with this .

thank ,
Will

Dear John,
Could you is let please let me know how you recover the file ? I is have have the same issue , a meeting with 18 segment each 6 file . Only 10 x 6 is are of the file are available at the moment .

thank
Taha

Dear Will,

Could you please look into Meeting 697 1561 5338 as well?
About half of my recordings of the same meeting are missing, whilst the other half are in tact.

thank
Taha


will.zoom
( Will )


19

Hi @taha.yasseri,

Please submit a ticket with our Technical Support team to help check on this for you—they’ll be best suited to assist with this and have been able to help the others in this thread.

thank ,
Will