Troubleshoot Zoom recordings stopped syncing

Simon Lau

April 19, 2020

7 min

In this article

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Have Zoom recordings that stopped syncing into Otter.ai and are now "processing" for a long time? This article will help you troubleshoot and resolve this problem.

Note for users who never had Zoom recording sync working before
To troubleshoot your first-time setup, please read this article instead.

What caused this problem?

A new Zoom patch that was rolled out on April 13, 2020 had turned on Require password to access shared cloud recordings in your Zoom settings, which prevented Otter from syncing your Zoom cloud recordings.

How do I fix this problem?

Simply turn off Require password to access shared cloud recordings in your Zoom settings to resolve this problem.

Enable downloading of Zoom recordings

1. Sign in to your Zoom account.
2. Click Settings on the left, and then click the Recording tab.
3. Confirm or restore these settings:

Cloud recording: Enabled
Record an audio only file: Enabled
IP Address Access Control: Disabled
Only authenticated users can view cloud recordings: Disabled
Require password to access shared cloud recordings: Disabled

Enable downloading of Zoom recordings (Admin)

1. Sign in to Zoom as the administrator.
2. Under Admin, click Account Management, and then click Account Settings.
3. Click the Recording tab and confirm or restore these settings:

Cloud recording: Enabled
Record an audio only file: Enabled
Cloud recording downloads: Enabled
Only the host can download cloud recordings: Disabled
IP Address Access Control: Disabled
Only authenticated users can view cloud recordings: Disabled
Require password to access shared cloud recordings: Disabled

Once you have restored the above settings, Otter should be able to sync and transcribe new Zoom cloud recordings from this point on.

Transcribe Zoom recordings that failed to sync

To transcribe the Zoom recordings that failed to sync when your Zoom settings were changed, please follow these steps.

Note for Basic Plan users:
Contact support to request for a temporary unlock of import limits.

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