Cloud recordings are missing

Description
Cloud Recording is not being reliable, there are missing recordings (files) in my client’s account.
It could also be a limitation from the GET API to retrieve cloud recordings

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)
Steps 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 are missing
Zoom API and Zoom interface only return the files before 18:06

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

Hey @john.vidal,

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

Thanks,
Tommy

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

I would like to retrieve those missing recordings, 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.

Hey @john.vidal,

Looking at your account, I only see 77 recording files from 27 seperate recordings during that meeting.

Where are you getting the 67 number?

Thanks,
Tommy

@tommy we have deleted 3 files (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.

Hey @john.vidal,

So you received 67 webhooks for this single meeting?

Thanks,
Tommy

Yes, actually it’s even more than that.
67 webhooks it’s ONLY Recording Stopped event message

Hey @john.vidal,

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

Thanks,
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

Hey @john.vidal,

Thanks, 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.

Hey @john.vidal,

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

Thanks 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.

Thanks,
John

1 Like

Great, happy to hear they were recovered! :slight_smile:

Thanks,
Tommy