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What to do if I can't find a recording

Troubleshooting steps to find a missing recording in Jump.

Peter Boshard Olson avatar
Written by Peter Boshard Olson
Updated yesterday

Who has access to this feature?

  • Full users

If you're unable to find a recording in Jump, don't worry just yet. We may still be able to find it. We aren't always able to recover a missing recording, but oftentimes, we can!

Here are the questions that can help us troubleshoot this:

How did you capture this meeting?

  • Was this a Zoom, Google Meet, or Microsoft Teams meeting?

  • Was it through the Jump iOS or Android app?

  • Was it through the native iPhone or Android recorder?

  • Was it through the my.jumpapp.com web recorder?


This was a Zoom, Google Meet, or Microsoft Teams meeting

If you never saw a notetaker come to your meeting, there are a few possibilities:

  • The host didn't permit the notetaker to enter.

  • The meeting url was added to the calendar invite very last-minute. (The notetaker should still show up, but it might be late.)

If the meeting just started and you don't see a notetaker, you can still send one! Just follow the instructions here.

If you never saw the notetaker join your meeting, please reach out to us through the Jump messenger on the bottom-right corner of your screen. There's always a chance the meeting was recorded natively (e.g., through Zoom) and we can import that backup directly (through our integration Zoom, etc.).

If you did see a notetaker come to your meeting, but you can't find evidence of the media or notes, there are a few possible problems:

  • Local recording was not enabled.

    • This is one of the most subtle reasons the meeting might not have been captured by Jump. It can look like it's actively capturing the meeting, but if you don't have the local recording option enabled on Zoom, we won't be able to capture it

    • You can correct this for future meetings by following the instructions here.

  • The meeting url required a password, but the password was embedded in the URL improperly

  • The notetaker was not given permission to record


This was through the Jump iOS or Android app

First, check to see if the audio file is still in your Recordings tab. If it is, you should be able to just upload it again.

If you can't find any evidence of the meeting capture, please reach out to us. We should be able to see in the logs what happened, and whether an error occurred. We might not be able to recover the recording, but we still want to understand what happened so we can make sure it doesn't occur again in the future.


This was through a native iOS or Android app

It's possible the meeting capture is still sitting on your phone, and was never fully uploaded. This is a great situation, because we can just go to my.jumpapp.com, and upload it. See the section here titled "Capturing with your chosen voice note app, and uploading the audio file through my.jumpapp.com" (no Jump app needed).

It's also possible it was uploaded to a different calendar event than the one you'd intended to upload it to. In this case, we need to look at other events from around that same time and see if we can identify where it might be.


This was through the my.jumpapp.com web interface

If you used Jump in the web browser (by clicking the red button to capture), we should be able to find the audio/video file somewhere. Please reach out to us through the Jump messenger on the bottom-right corner of your screen and let us know.


Need help tracking down a missing meeting? Reach out to [email protected] for assistance.


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