ZoomPhone Call Recording fetch not working

API and Webhooks
1

Hello Team,

When we try to fetch the recordings using endpoint https://zoom.us/v2/phone/recording/download/***** we are getting the error message “File does not exist”. But the same recording file associated with the call is accessible from ZoomPhone Call logs panel. Will share the call details in DM.

Please find the request details below,

GET https://zoom.us/v2/phone/recording/download/*******

Authorization: Bearer ********

Response:

HTTP/1.1 404
Date: Thu, 13 Mar 2025 17:06:58 GMT
Content-Type: application/json
Content-Length: 45
Connection: close
x-zm-trackingid: WEB_f9772ebeefa91b6e639166ef17f55097
x-zm-region: VA
Vary: Origin, Access-Control-Request-Method, Access-Control-Request-Headers
x-frame-options: deny
X-RateLimit-Category: Light
Strict-Transport-Security: max-age=31536000; includeSubDomains

{
“code”: 404,
“message”: “File does not exist.”
}

1 Like
2

Hi @phonebridge-integ ,

The endpoint you shared is not here: Phone APIs - Zoom Developers

Please use one of the available documented recording endpoints.

5

Hi @gianni.zoom ,

Apologies for not being clear in the last conversation.

We have received the recording url in the recording completed Zoom Phone Event with the property name download_url

We are using that API to fetch the recording content using the Zoom’s access token.

And we received the error message File does not exist. with HTTP 404

Please find the details below,

Call id : Will DM the call id

Recording url : Will DM the recording URL

Time : Thu, 13 Mar 2025 17:06:58 GMT

Response :

{ “code”: 404, “message”: “File does not exist.” }

6

Hi @phonebridge-integ

Ahh I see! Thanks for clarifying. I know for meeting recording webhooks, the download url expires within 24 hrs. Not sure if this is the same for phone but I will check. Are you fetching the phone download after 24 hours?

Can you also try downloading via API so we can rule out permission issues?

7

Hi @gianni.zoom ,

We receive the recording in our webhook with the even recording_completed. Please check the recording_completed event details here.

And we fetch the recording content using the customer access token only, so it could not be temporary url.

8

Yes @phonebridge-integ I understand this but are you accessing the download url within 24 hours of webhook delivery or after?

When you call one of the recording endpoints, is the download_url the same as the one in the webhook?

9

@gianni.zoom ,

The above mentioned URL was not accessed with in 24hrs. Recording url was received on Feb 18 2025 and we fetched the recording on 13 Mar 2025;

We used the same endpoint received at the endpoint.

10

@phonebridge-integ

Sorry did you mean when you query the API endpoint, you get the same download URL as you did in the webhook? Are you able to open the download via the API endpoint?

11

@gianni.zoom,

We are not querying any API’s, we have same we received in the webhook.

Could you please check with your team whether the recording url received in the recording_completed event has any expiry? Because we could’t find any info on the expiry of those recording url.

12

Hi @phonebridge-integ ,

I believe it does. Can you please test download with the API endpoint?

If you have no issue downloading from the endpoint but you still experience issue while trying to download from the webhook within 24 hours of receipt, we can do an audit on the webhook config to review the issue.

13

Hello @gianni.zoom ,

As requested the customer accessed two recording on Zoho, one was created with in 24hrs and another one was with in 48hrs. Please find the details below,


Call Ref ID: 067dd895b27a818023b

Created Time: 2025-03-21 15:46:43.0 GMT.

Accessed At : 2025-03-28 21:06:50:394 GMT

2.

Call Ref ID: 7486580162519663287

Created Time: 2025-03-27 20:03:37.0

Accessed At : 2025-03-28 20:50:53:112 GMT

And the response remains same HTTP 404.

14

Hi @phonebridge-integ ,

They accessed the recording via the API endpoint? Can you please share the zm-tracking-id from the response header for each request response?

15

@gianni.zoom , Could you please let us know what are all the details required from your end to debug the issue? If you want us to schedule the remote session we will help you.

16

Hey @gianni.zoom I’m having similar issues. In my own case, I’m using the download_url provided to our webhook but still getting 404 file not found even though we can see the recording in Zoom

17

Hi @phonebridge-integ I did tell you in my previous message :slight_smile:

Can you clarify if it is via API or or webhook? If it’s via webhook this is expected behavior because you cannot download via webhook after 24hrs of receiving webhook.

If it is via API, please clarify how you are querying the API by sharing the endpoint and full request. 404 means no access so you may not have the right permissions configured.

18

Hi @Sam13 when are you trying to download from the webhook? Is it within 24 hours of receiving the webhook? Can you confirm you have all the right permissions and role assigned to access the recording if it is someone else’s recording and not your own?

19

Yeah @gianni.zoom
It’s actually within a few minutes when we get the request from zoom

20

In the first instance when requesting for access tokens - we have the following scopes enabled

phone:read:call_recording           
 user:read:user         
  user:read:list_permissions

I believe these scopes gives us the necessary permission to download a recording. Is there something else that could be missing? @gianni.zoom

21

Hello @gianni.zoom ,

Have reproduced the same scenario in my Zoom Phone account in ZohoCRM.

I made a call and enabled the recording and I received the recording url via the webhook. Then immediately i accessed the recording and it was working. And after 24hrs I accessed the same recording and still its working. Please find the details below,

Webhook Received from Zoom:

{"payload":{"account_id":"-G8lwedGTuSlGtrBfeR1_g","object":{"recordings":[{"owner":{"has_access_permission":true,"extension_number":802,"name":"Zoho Dev","id":"wuvQoSaxRTGPzjirQv-Ttg","type":"user"},"call_history_id":"20250507-d6129171-6e34-44b7-abc5-0f3043ab2244","disclaimer_status":0,"end_time":"2025-05-07T05:19:17Z","call_id":"0681aed3027a902c061","duration":21,"caller_name":"Zoho Dev","site":{},"callee_name":"India","callee_number_type":2,"date_time":"2025-05-07T05:18:56Z","user_id":"wuvQoSaxRTGPzjirQv-Ttg","recording_type":"OnDemand","download_url":"https://zoom.us/v2/phone/recording/download/urIixKhwTNK__v28xivyOA","id":"e0e010c401a04f77bad8e6a08d04e0c9","callee_number":"+919787195094","caller_number":"802","call_log_id":"e0e010c4-01a0-4f77-bad8-e6a08d04e0c9","caller_number_type":1,"direction":"outbound"}]}},"event_ts":1746595165519,"event":"phone.recording_completed"}

On the same day we accessed the recording from Zoho : Please find the request details below,

x-zm-trackingid : file-aw1-20250507-052821-415338360-1

Zoom-File-SHA256 : 312e2a6ad63f78a213abe8a2d4d157aa847bdb3a20074184d545caf01309b820

Zoom-File-ID : iEyIwl_dTEGVBDtmIwHtdA

x-amz-version-id : Sl4D52uflqqgZCJUIvib6kZoWyYRFQG7

x-amz-id-2 : xH6wZN9QN8nKeJiORs/MDORkV9UkaFR3cd5uuZ6XAzJEs0rMI/xxqMIOV8QgsY2TvrDwLZUiks4eZWgsD/8qvzD4CppFvt3W

x-amz-request-id : W74JMA3ZS2F8445Z

Date : Wed, 07 May 2025 05:28:22 GMT

After 24hrs of the call, we accessed the same recording : Please find the request details below,

x-zm-trackingid : file-aw1-20250508-071814-434951545-1

Zoom-File-SHA256 : 312e2a6ad63f78a213abe8a2d4d157aa847bdb3a20074184d545caf01309b820

Zoom-File-Name : call_recording_e0e010c4-01a0-4f77-bad8-e6a08d04e0c9_20250507051856.mp3

Zoom-File-ID : iEyIwl_dTEGVBDtmIwHtdA

x-amz-version-id : Sl4D52uflqqgZCJUIvib6kZoWyYRFQG7

x-amz-id-2 : f0gndGz32nIVqi3H+fAju7dYvKDsGto3kEcBr1teFwyMceLGhxlVlEx2wQWm39bqtpEwn0soook=

Date : Thu, 08 May 2025 07:18:15 GMT

To access the recording URL we use access token of the admin user with the following oauth scopes:

user:write:admin user:read:admin phone:read:admin phone:write:admin

Kindly check with your dev team, why customers alone facing the issue in accessing the recording.

Hope have already shared the affected call logs details of the customer. And please do check whether the customer has made any changes on Zoom end, that is affecting the recording access.

1 Like
22

@gianni.zoom @kwaku.nyante

Could we get updates on this?