First, find out how the guest recorded
Every recovery step depends on the original device. Riverside records high-quality tracks locally and uploads them; if a guest leaves early, the rest of their file is still on that device. Ask one question before anything else: which computer or phone, and which browser or app, did you record with? [1][4]
This checklist is based on Riverside help articles retrieved on 29 October 2026 plus an original incident worksheet. We have not run a controlled recovery test, and no step can guarantee that the missing data still exists.
| Recorded with | First action | What to ask the guest to report |
|---|---|---|
| Computer browser | Open riverside.com/upload on the same computer, browser and browser profile. Upload should start automatically. [1] | Progress before and after; exact message |
| Riverside mobile app | Reopen the app, look for the Uploading recordings banner, and keep the app open on screen, not in the background. [2] | Whether the banner appears and the percentage moves |
| Riverside Mac app | Close and reopen the app, which must be open to finish, and check the Upload Status screen. [3] | Displayed status for that participant |
| Unknown | Identify the original device before troubleshooting | Device, browser or app, and time they left |
The one rule that protects the data
Riverside's stuck-upload article states in bold that you should not uninstall, delete, update, or log out of the Riverside app before the upload finishes, because this deletes the recording data and it cannot be recovered. [3]
The same article later lists confirming the latest app version as a troubleshooting step for the Mac and mobile apps. Read together, the safe order is: try every non-update step first, and ask Riverside support before updating an app that still holds an unfinished recording. For browser recordings, the same logic suggests not clearing site data or switching browser profiles while a track is pending.
Troubleshooting in Riverside's order
- Web: on the original computer, browser and profile, open the upload page. If it does not start, close all other Riverside tabs and reopen only the upload page. [3]
- Web: if still stuck, close those tabs, open a Riverside studio such as the one you recorded in, and join it. [3]
- Web: temporarily turn off ad blockers, VPNs, browser extensions and firewalls, then reopen only the upload page. [3]
- Mac app: close and reopen, check Upload Status, restart the Mac, reopen the app, check the device clock is set automatically, try another Wi-Fi network. [3]
- Mobile app: keep the app on screen, restart the device, reopen the app, check the device clock is set automatically, try another Wi-Fi or cellular connection. [3]
- Computer uploads continue even if the computer goes to sleep, according to Riverside. [1]
- If none of this works, contact Riverside support with the incident row from the worksheet. [3]
Use one incident row per participant
Duplicate the worksheet row for each affected guest. Record the recording date, a participant label, original device, browser or app, displayed status and last observation time. Use labels rather than private contact details if the sheet is shared.
Change one thing at a time and note whether progress moves. Riverside says upload time depends on the recording's length and the participant's bandwidth, so a fixed waiting period is not proof of anything. [4] Repeating a failed step with no new information only uses up the guest's goodwill.
A partial track is not a full recovery
Riverside defines a partial high-quality track as a recording that has not finished uploading, so it holds only part of that participant's recording. The editor is temporarily unavailable for such a recording; after 30 minutes you may edit with partial tracks, but Riverside highly recommends waiting. Missing segments appear as black video with silent audio and are left out of the transcript, and if you start editing with a partial track you must start a new edit once all tracks arrive. [5]
If a guest never finishes uploading, Riverside points to the cloud recording as a workaround: download the all-participants cloud recording or that participant's individual cloud file. It warns that cloud recordings depend on each participant's connection and may be lower resolution than local tracks, and that single-track editing features such as Magic Clips cannot be used on cloud files. [5]
| Situation | Option | Trade-off |
|---|---|---|
| Guest can still reach the original device | Finish the upload | Best quality; depends on guest time [1][2] |
| Deadline is close, upload under way | Edit after 30 minutes with partial tracks | You must restart the edit when tracks complete [5] |
| Guest never uploads | Use the cloud recording | Possibly lower resolution; no single-track features [5] |
| Section missing from both | Omit, re-record or explain | Editorial decision, not a technical fix |
Close the incident clearly
- Recovered: upload complete and the track passes a listen at the start, a known middle exchange, and the final answer.
- Still incomplete: send support the exact error, device and app or browser, and last progress change.
- Deadline reached: tell the editor which sections are missing, label any partial export, and agree whether to wait, cut, use the cloud file or re-record.
- Next session: ask every guest to stay in the studio until their own upload finishes.
Questions before you decide
Can the guest finish the upload from a different computer?
Riverside's instructions say to use the same computer and browser, and for stuck uploads the same browser profile, that were used to record. The data is stored locally on that setup.
Should the guest update the Riverside app to fix a stuck upload?
Not first. Riverside warns that uninstalling, deleting, updating or logging out before the upload finishes deletes the recording data permanently. Try the other steps and ask support before updating.
What if the guest never uploads?
Riverside suggests the cloud recording as a workaround. It may be lower resolution than the local track, and single-track editing features such as Magic Clips do not work on cloud files.
Sources & verification
Product details and prices can change. Check the linked provider before buying.
- Riverside Help: Finish uploading a local recording track (computer) Accessed 29 Oct 2026
- Riverside Help: Finish uploading a local recording track (mobile app) Accessed 29 Oct 2026
- Riverside Help: My track is stuck uploading Accessed 29 Oct 2026
- Riverside Help: Track file uploading overview Accessed 29 Oct 2026
- Riverside Help: What is a partial high quality track? Accessed 29 Oct 2026
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