How to troubleshoot students not able to see Zoom Cloud recordings?

[DavidA1225]

I have a situation where, for a class, a professor has recorded four Zoom videos of discussions (see attached image "INC0963235 Cloud Recordings 1.png"):

    https://umd.instructure.com/courses/1349048/external_tools/44833

If the students go to the class, then click on the 'Zoom' menu choice, then click on the 'Cloud Recordings' tab, they see four entries, but when they click on any/all of them, they get an error message "The recording does not exist (2237)" (see attached image "INC0963235 Cloud Recordings 2.png").

If I go to the page the same way as an administrator, I see the same as the students.

The professor sees all four entries, and if he clicks on them, he sees a video & associated audio-only file under each entry.

What needs to change so the students (and admins) can see the videos?

Thanks,
David A (a new admin)

[mzimmerman]

Hi @DavidA1225 

Just to confirm, is the instructor accessing the recordings via the Zoom portal in Canvas, or directly in Zoom?

Have you asked your Zoom admin (if you do not the Zoom admin) to look at the recordings in Zoom and see if perhaps the link that the instructor is using to open a particular recording is different than the one that students are using?

[DavidA1225]

All access is via Canvas, not directly though Zoom.

I am the admin, and I'm using the same link the professor is using. He gets videos, the students and I get the error message.

[chriscas]

Hi @DavidA1225,

I would suggest contacting Zoom support about this.  The error you're seeing does appear to be generated by Zoom, not Canvas.  My guess is perhaps the video is not being shared automatically, so since the teacher is the owner they can access it, but nobody else can.  We do use Zoom here, but we have a separate university-wide admin team for that, so I don't know too much about the settings available.  I hope Zoom support would have documentation about an issue like that and be able to provide a solution.

-Chris

[DavidA1225 · Accepted solution]

Solution discovered: The Zoom videos had passwords; removing the passwords allowed the students (and admins) to access the videos as expected.

Ref: 

Settings for sharing cloud recordings
https://support.zoom.us/hc/en-us/articles/205347605-Managing-and-sharing-cloud-recordings#h_750e7e94...