Start with the device that recorded the missing track
If a Riverside guest closes the session early, the first recovery step depends on how they recorded. A browser recording resumes at https://riverside.com/upload on the original computer and browser. For a stuck upload, Riverside also specifies the original browser profile. A mobile recording resumes by reopening the original Riverside app and keeping it visible on screen.
This checklist combines official documentation checked September 14, 2026 with an original incident worksheet. We have not performed a controlled recovery test, and these steps cannot guarantee that missing recording data still exists.
Choose the matching recovery path
| Recorded with | First action | Evidence to collect |
|---|---|---|
| Computer browser | Open the upload page on the same computer, browser, and profile. | Progress before and after; exact message. |
| Riverside mobile app | Reopen the app and keep it in the foreground while uploading. | Whether the upload banner appears and changes. |
| Riverside Mac app | Reopen the desktop app and inspect Upload Status. | Displayed status and affected participant. |
| Unknown device | Ask which device and app or browser captured the session. | Identify the original setup before troubleshooting. |
Preserve the data before trying fixes
Riverside's stuck-upload page warns against uninstalling, deleting, updating, or logging out of the app before upload completion because recording data can be lost. The same page later suggests checking the latest app version. Those instructions conflict: preserve the current installation and ask Riverside support before updating an app with an unfinished recording.
Our practical precaution is to avoid clearing browser site data or switching profiles while investigating a browser recording. Do not treat a clean browser reinstall as a recovery method. Record what changed before anyone takes another action.
Use one incident row per participant
Download the worksheet and duplicate the blank participant row for each affected guest. Record the recording date, participant label, original device, browser or app, displayed status, and last observation time. Use a label rather than private guest contact details when sharing the sheet.
For a web upload that does not begin, Riverside suggests closing other Riverside tabs and opening only the upload page. Its next web step is to close those tabs and rejoin a Riverside studio. Change one thing at a time and record whether the status advances. If it still fails, use the linked troubleshooting page and support route; do not keep repeating a failed step without new evidence.
A playable partial track is not a complete recovery
Riverside says a partial high-quality track contains only part of a participant's recording. Missing segments can appear as black video and silent audio in the editor and be absent from the transcript. The existence of an editable recording therefore does not establish that the guest's full contribution arrived.
Our editorial acceptance check is to compare the recovered guest track with your session notes: listen to the opening, a known exchange in the middle, and the final answer. Inspect any reported interruption point. Record expected versus observed duration, while allowing for different join and leave times. Keep the original available files until the editor confirms the replacement.
Close the incident or hand it off clearly
For prevention, agree before the session that each guest will remain until their own upload completes. Upload time varies with recording length and bandwidth; a fixed waiting period is not proof of completion. The worksheet is a coordination aid, not an automatic recovery tool.
- Recovered: upload completion is reported and the relevant track passes the editor's content check.
- Still incomplete: record the exact error, device and app or browser, last progress change, and missing section before contacting support.
- Deadline reached: tell the editor which sections are unavailable. Label a partial export clearly and agree whether to wait, omit a section, or schedule a replacement recording.
Sources & verification
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- Riverside: finish uploading a local recording track (computer) Accessed 2026-09-14
- Riverside: finish uploading a local recording track (mobile app) Accessed 2026-09-14
- Riverside: my track is stuck uploading Accessed 2026-09-14
- Riverside: what is a partial high quality track? Accessed 2026-09-14
- Riverside: track file uploading overview Accessed 2026-09-14
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