A track is missing. How do I recover it?

If a recorded file is missing for you or a guest, don't panic. As long as everyone keeps their browser tab open and waits, everything should upload on its own, even if the internet drops briefly. Keep the tab open until the connection recovers. Most “missing” files simply haven't finished uploading yet.

A failed upload also retries by itself for about half an hour, with a Retry now button in the upload box, and reopening the page in the same browser finishes it. So most uploads sort themselves out.

If, around 30 minutes after your session ends, a track is still missing, it can be recovered from the recover page, app.suretake.io/recover. The browser that recorded keeps a local backup for 7 days, and the recover page automatically finds anything that didn't finish uploading and sends it up. The recovered track appears a few minutes after it uploads.

The one rule that matters: the recover page has to be opened on the same device and browser the recording was made on. That's where the local backup lives.

This doesn't apply if their status showed Backup failing: anything not uploaded when the page closed can't be recovered.

The “Partial” label

A track labeled Partial is the in-between case: a file exists, but part of the recording never finished uploading. The rest is still saved on that person's device, and the same recovery rules apply: open the recover page on the same device and browser within 7 days, and the upload finishes automatically. Once it does, the file updates and the Partial label disappears on its own. If the 7 days pass first, the label will say the rest never uploaded, and the file keeps whatever did arrive.

If it's your own track

Open app.suretake.io/recover on the device and browser you recorded on. This works even if your connection dropped mid-session, or if the tab was closed before the upload finished.

If it's your guest's track

Your guest needs to open the recover page themselves, on their own device and browser. From your dashboard you can click “Missing a file?” on the session to get the link and send it straight to them.

Still missing?

If you've tried the recover method and nothing has shown up after an hour, contact support. You should always have the combined backup track as an absolute last resort.