How to Recover Stuck Desktop App Recordings by Using Auto Recovery

Summary

When a Loom video upload fails due to interruptions like crashes, network issues, or app freezes, recovery may still be possible. Loom Desktop app temporarily stores video parts locally on your computer, which can be used for manual recovery by Loom Support. This guide outlines the steps to locate, collect, and submit these video parts for recovery.

What is article will cover:

• How to locate video parts stored locally on your computer after an upload failure for both Mac and Windows users.

• Steps for submitting video parts to Loom Support for manual recovery.

• Limitations of recovery if video parts are missing or inaccessible.

Solution

1. **Locate Temporary Video Files on Your Computer**

For Windows users:

1. Open File Explorer and navigate to the folder: `%userprofile%\Videos\Loom\Temporary\`. 2. Look for a subfolder named after your video ID (e.g., `1234abcd5678efgh`).

3. Check if the folder contains files. These are the temporary video parts.

• The video ID can often be found in the URL of the Loom video link (e.g., `https://www.loom.com/share/1234abcd5678efgh`).

For Mac users:

1. Open Finder and navigate to: `/Users/_yourusername_/Movies/Loom/Temporary/`. 2. Look for a folder named after your video ID (e.g., `1234abcd5678efgh`). 3. Verify if the folder contains files. These are the temporary video parts.

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2. **Trigger Auto-Recovery**

1. Fully quit the Loom desktop app:

• **Windows**: Right-click the Loom icon in the system tray and select **Quit**.

• **Mac**: Right-click the Loom icon in the menu bar and select **Quit**.

• The app's auto-recovery mechanism will attempt to upload any locally stored video parts.

2. Reopen the Loom app and wait a few minutes to see if the new parts load.

• If successful, the temporary files will disappear as they are uploaded, and the video will appear in your Loom library.

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3. **Manually Submit Video Parts to Loom Support**

If auto-recovery fails or the app does not upload the video parts: 1. Compress (zip) the folder containing the video parts:

• **Windows**: Right-click the folder, select **Send to**, and choose **Compressed (zipped) folder**.

• **Mac**: Right-click the folder and select **Compress**.

2. Upload the zipped folder to a cloud storage service (e.g., Google Drive, Dropbox, OneDrive, WeTransfer). 3. Share the link to the zipped file with Loom Support by submitting a request at [Loom Support](Atlassian Support ). Include a description of the issue and your video ID.