Cloud recordings are missing

API and Webhooks
1

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

2

Hey @john.vidal,

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

Thanks,
Tommy

3

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.

4

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

5

@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.

6

Hey @john.vidal,

So you received 67 webhooks for this single meeting?

Thanks,
Tommy

7

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

8

Hey @john.vidal,

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

Thanks,
Tommy

9

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

10

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

11

@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.

12

Hey @john.vidal,

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

Thanks for your patience,
Tommy

13

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
14

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

Thanks,
Tommy

15

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

I’m not sure if it’s still processsing and I still have to wait for it to finish. I have recorded meetings through the cloud before and it didn’t take long before the recording was available. The meeting was only around 1 hour 30 minutes so I’m not sure if it’s the length but it’s been hours and I haven’t received 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

16

Hey @pbrenegado,

I recommend reaching out to our Technical Support team to help check on this for you, if you still haven’t received the recording—they’ll be best suited to assist with this.

Thanks,
Will

17

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

Thanks
Taha

18

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.

Thanks
Taha

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.

Thanks,
Will