Sometimes a local recording that is uploading can appear to be stuck in the uploading or processing phase. This article provides some steps that you can take to complete the process!
Important: Before you begin to troubleshoot:
- Make sure not to clear your browser's cache/cookies while you have incomplete local recording uploads. Clearing these files can cause the browser not to recognize and upload any stored recordings. We also do not recommend using a private browser during the broadcast for this reason.
You'll also want to double-check your Chrome settings to make sure Clear cookies and site data when you close all windows is not enabled. For Firefox, you'll want to make sure that the setting Delete browsing data on quit is not enabled. Learn more about that setting here. If it is, please disable it for the browser that is being used.
- Having trouble finding this setting on Chrome? Try going to: Privacy and Security > Site Settings > Under Content Click Additional Content Settings > On-Device Site Data > Choose your desired option there.
Troubleshooting steps to try:
1. Refresh the tab with the StreamYard studio.
2. Close the StreamYard studio (and all other StreamYard tabs) fully, and go to streamyard.com/upload in a new tab on the same browser and device used for the broadcast. You can visit streamyard.com/upload at any time within 90 days of the broadcast to finish uploading the files.
3. Quit fully out of your browser, and reopen it.
4. Are you using a VPN or firewall? If yes, this can interfere with your connection to our servers resulting in issues uploading the data from your device to StreamYard. We recommend disabling your VPN or firewall or allowing StreamYard access through your firewall. Details on how to do this can be found here.
5. Were you using a mobile device? If yes, please try going back to the studio by accessing the invite link the same way that you did before. For example, if you were sent the invite link in an email, please try going back to the email to tap on the link to navigate to the studio.
If you are a guest joining using an iOS device, we recommend using the StreamYard Guest App for a better experience.
6. Test your internet speeds at the Internet Speed Test site. If your upload speeds are low, this is likely why the recording is having trouble uploading fully.
7. Restart your computer.
If you used an incognito window or a private tab during the broadcast, StreamYard will be unable to locate your recordings if you didn't finish the uploading process before leaving the studio. This is because, in incognito, none of your browsing history, cookies, and site data is stored after you've closed the tab. You will see an error stating that "We can't find your recordings" if you try to go back to the studio or the upload page in a different browser session via incognito or a private tab.
Hosts: How to make an incomplete recording available for download
If you're the host of the broadcast, you can choose to generate a recording of what has been uploaded by your guests.
- While logged in to your host account, navigate to the Library tab.
- Locate and click on the recording for the stream/recording.
- Next, click the Download button for the incomplete local recording.
- Click on the Generate button next to the recording that you want to make available.
- The system will prepare the incomplete recording for download. The time that the process takes will depend on how long the recording is. We recommend checking back after a few minutes in order to download the file.
- You'll then be able to download the recording by clicking on Download.
Your guests will be able to go to streamyard.com/upload at any time within 90 days of the broadcast to finish uploading the files even after you have generated a partial recording file. Once uploaded, we will reprocess the local recording for the guest to include everything that was uploaded.