A track is missing. How do I recover it?

First, don't worry: 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.

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.

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?

Check whether the combined backup track is available as a fallback, and if you're still stuck, contact support with the session name.