Recordings Export Playbook

Use this playbook when a customer reports that a recording is stuck, playback is unavailable, export is disabled, thumbnails or clips are missing, or download output is incomplete.

Initial evidence

Capture recording ID or share URL, tenant ID, owner email, upload time, duration, browser, file type, current status, and customer-visible error. Confirm whether the recording is cloud-backed or local-only.

Superadmin checks

Review the customer timeline, recording status, processing jobs, storage usage, worker reliability snapshot, and recent support notes. Check for worker_timeout, missing object keys, failed multipart upload completion, derivative job failure, or storage entitlement limits.

Safe actions

Safe support actions include explaining processing states, asking for missing evidence, retrying a reversible processing job through the approved portal workflow, and escalating to engineering with an evidence packet. Never delete the source recording as a first response.

Retry guidance

Retry only when the source object exists, storage entitlement is valid, the job is not currently running, and worker health is stable. If the same job fails again, escalate with job ID, timestamps, worker error, tenant ID, and object key prefix.

Customer reply shape

Tell the customer that the export is still being prepared or that support is checking the processing job. Ask them not to delete the original recording. Give a realistic next update, not a guaranteed completion time.