Export and Processing
Recordings may need processing before thumbnails, clips, downloads, or derivative exports become available. Large recordings and busy processing periods can take longer.
Normal processing states
- Uploading means the browser or server is still sending the recording data.
- Processing means Clientana is preparing playback, thumbnails, clips, captions, or downloadable derivatives.
- Ready means the recording is available for playback and supported exports.
- Failed means the recording needs support review or a retry.
Export button is disabled
If the export button is disabled, wait a few minutes and refresh the recording page. Confirm the recording finished uploading and the workspace has the plan features needed for cloud processing. If the recording remains stuck, contact support with the recording link and approximate time it was created.
Download is missing or incomplete
If a download is missing, confirm the recording is ready and the browser did not block the download. If an exported file is incomplete, do not delete the original recording. Contact support so the processing state can be checked safely.
What to include in a support request
Include the recording link, workspace name, approximate recording length, approximate time of upload, browser, operating system, and the visible processing or export status. Do not send raw credentials or private API keys.