Find the video parts stored on your computer when an upload fails (Mac app)
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
If you're recording with the Loom desktop app on a Mac computer and you see the following error message "We experienced an error while uploading your video", there was likely an interruption to your internet connection which caused the recording to fail.
Solution
There is a chance some files were saved to your computer locally and we can attempt to manually recover your video. This article will show you how.
Use this article only if you recorded with the Loom Desktop app on a Mac. Chrome extension and mobile recordings are not stored in this folder.
Windows Desktop: Find the video parts (Windows app).
Chrome: Fix Chrome extension upload and processing failures.
But first, how to avoid this for future recordings
A stable connection and an up-to-date Desktop app help.
Restart your device.
Check if your Loom application is up to date. If you're unsure you can check loom.com/download for the latest version.
What you can do to recover this video 🔧
It is possible there are video parts saved locally on your device.
Try self-serve recovery first
Open loom.com/recover-videos and paste the video ID from
loom.com/share/<video_id>.Fully quit Loom from the menu bar, relaunch, and wait a few minutes.
Only then look on disk.
Find the video-ID folder
In Finder, choose Go, then Go to Folder, and paste
~/Movies/Loom/Temporary/.Open the folder whose name matches the video ID.
Zip that whole folder (right-click, Compress). You don't need a specific file extension such as .ts. Upload the zip to cloud storage with view access for anyone who has the link.
Send the video URL or ID and the zip link to Support at loom.com/contact.
If this Mac folder is empty, Support can't rebuild the recording from files on this computer. Don't delete the video from your library while Support is investigating. https://www.loom.com/recover-videos may still recover parts that already reached Loom.
📹 This Loom video will also walk you through these steps.
If you cannot locate the parts 🗂
Unfortunately, this means we will not be able to recover them. We're so sorry for this interruption to your work. We're working really hard to improve our recording stability, and we appreciate support while we keep pushing to improve it.
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