Troubleshooting - Zoom recordings not showing up in correct Panopto folder

 

 

Steps

  1. Login to Panopto as admin.
  2. Select System
  3. Select Users
  4. Search for user by USERNAME
    1. If there if there is a duplicate (one with the correct USERNAME and another with the full email address)


       
      1. Click on the account with the full email address.


         
      2. Fill in the correct target user in the "Target User" field in the "Merge and Delete User" section.


         
      3. Click Merge and Delete


         
      4. Click OK on the confirmation box that pops up.


         
      5. The user is now deleted and merged with the real account.
    2. If there is not a duplicate OR you completed the merge step above
      1. Select the real user account (e.g. unified\acsengen)
      2. Verify that the user's Zoom Recording Import Settings have the correct default folder (i.e. Meeting Recordings)

      3. If the folder is not correct, click the Edit option to select the correct folder (i.e. Meeting Recordings)
        1. Click Save
  5. Ask the user to record a short video in Zoom and save to cloud to test the settings. 
  6. Ask the user to notify you once they have completed the test.

Once the user has completed the test:

  1. Log in to Panopto as admin
  2. Select Browse


     
  3. Search for the user by USERNAME
  4. Select the folder that contains only the username (NOT email address)


     
  5. Verify that the recording is in the Meeting Recordings folder

If there are TWO Meeting Recordings folders

If the accounts that were merged both had a Meeting Recordings folder, it will save both instead of overwriting or merging them.  If this is the case, you need to find the correct one, move the videos to it, and then delete the incorrect folder.

  1. Locate the Meeting Recordings folder that has the recent test recording
  2. Once you have found the Meeting Recordings with the most recent recording, go up a level and select the other Meeting Recordings folder
  3. Select all videos in this folder and move to the Meeting Recordings folder with the most recent recording.
  4. Once all videos have moved, select the gear (folder settings) item in the top right.
  5. Select Manage
  6. Select Delete
  7. Confirm delete.
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