Troubleshooting cloud recording not starting or stopping

Issue

• Cloud recordings don't start automatically, or users see Unable to start cloud recording when a meeting begins.
• Users see error messages such as Unable to start cloud recording or Cloud recording storage is full.
• New recordings aren't being saved to the cloud.
• The automatic recording setting doesn't appear to take effect.

Environment

• Zoom Workplace Pro, Business, or Enterprise account.
• Zoom desktop or mobile app.
• Different browsers, devices, or operating systems.

Cause

The issue occurs due to one or more of the following:

• The account's cloud storage has reached its limit, preventing new recordings from being saved.
• The automatic recording setting is not enabled in the account or user settings.
• The recording destination is configured to Record to computer files instead of Record to cloud.
• The meeting was scheduled before Automatic recording was enabled.
  Note: Automatic recording settings only apply to meetings scheduled after the setting is changed.
• Automatic recording was not enabled for the individual meeting or Personal Meeting ID (PMI), which must be configured separately.

Resolution

Use the steps below to resolve cloud recording issues caused by full storage or misconfigured automatic recording settings.

Free up cloud storage space for the account

If your account's cloud storage is full, users may see messages such as Unable to start cloud recording or Cloud recording storage is full when attempting to start a cloud recording. Once the storage limit is reached, new cloud recordings can't be created until storage is freed or additional storage is added. Admins can follow the steps below to free up cloud storage.

1. Sign in to the Zoom web portal as an admin with privileges to manage cloud storage.
2. In the navigation panel, click Account Management, then click Recording and Transcript Management.
3. (Optional) In the top-right of the Recording and Transcript Management page, review the amount of storage space used.
4. Click the Recordings tab.
5. Review your existing recordings and download or delete any you no longer need to free up storage space.
   Note: Deleting cloud recordings is permanent and cannot be undone. Make sure you no longer need a recording before deleting it.
6. If you need more storage right away, you can purchase additional cloud recording storage.

Notes:

• If your account reaches the storage limit during an active cloud recording, the recording will continue until the meeting ends. However, once the meeting is complete, you won't be able to start any new cloud recordings until storage is freed or increased.
• Existing cloud recordings remain available and accessible even after the storage limit has been reached.
• If your account has been downgraded or your license removed, cloud recording is unavailable until the license is restored.
• If additional cloud storage isn't immediately available, you can use local recording as a workaround to continue capturing meetings until the storage issue is resolved.
• Learn more about managing your cloud recordings.

Verify cloud recording is enabled for the account

If Record in the cloud isn't available or cloud recordings can't be created, verify that Cloud Recording is enabled for your account. Admins can follow the steps below to enable the feature.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management, then Account Settings.
3. Click the Recording & Transcript tab.
4. Verify that Cloud Recording is enabled.
5. If disabled, click the Cloud Recording toggle to enable it.
6. (Optional) If you want to prevent all users in the account from disabling cloud recording, click the Lock icon , then click Lock to confirm the setting.

Note: Learn how to enable cloud recording for a group and as a user.

Enable automatic recording to the cloud for the account

If you have a paid account and cloud recordings aren't starting automatically for users in your account, the automatic recording setting may be turned off and locked at the account level. Admins can follow the steps below to unlock and enable it.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation panel, click Account Management, then Account Settings.
3. Click Recording & Transcript.
4. Locate the Automatic recording setting.
5. If locked, click the Lock icon  to unlock it and select Record in the cloud.
6. (Optional) If you want to apply this setting to all users in your account, click the Lock icon .

Note: If you lock the automatic recording setting, users in your account won't be able to change it in their individual settings.

Enable automatic recording to the cloud for an existing meeting

If you are a user of a paid account and automatic cloud recording is enabled in your account but an existing meeting doesn't start recording automatically, update the meeting's recording settings.

1. Sign in to the Zoom web portal.
2. Click Meetings.
3. To the right of the meeting you want to edit, click Edit.
4. Next to Options, click Show.
5. Select Automatically record meeting and choose In the cloud.
6. Click Save.

Note: If you need to enable automatic cloud recording for your Personal Meeting ID (PMI), refer to the article on customizing your Personal Meeting ID.