Troubleshooting a Failed Recording
From time to time, a recording may fail to be processed for a number of potential reasons:
- Poor internet connection - Weak or unstable connectivity can interrupt processing
- Temporary outage or issue with a service provider - External services may experience downtime
- App backgrounding - You quit the app or send it to the background and the OS kills the process (a common occurrence on iOS)
When this happens, you'll see an error in the app with the option to retry.
Your Audio is Safe
When your audio fails to be processed, please rest assured that the audio is safe and stored on your device and can be recovered.
Do not delete the app as this will remove the audio and lose the possibility for recovery.
Steps to Recover Your Audio
In the majority of cases, you can try the following:
1. Force Quit the App
Don't just close it, you need to fully quit the application so that all processes are paused. For instructions on how to do this on Apple devices, check out Apple's support article.
2. Reopen the App and Try Again
Retry the processing of the recording. It's best to keep the app open and make sure your internet connection is strong.
What if it Still Doesn't Process?
We are here to help.
- Open the App Settings in Cue
- Scroll down to the item named "Copy diagnostic info"
- Click it to copy the information
- Paste this in an email to our support team at cue-support@44pixels.ai
Our team will work with you to recover your recording and resolve the issue as quickly as possible.