TROUBLESHOOTING

Why is my session recording shorter than the session time?

Issue

Downloaded and exported a session recording but the actual length of the recording is shorter than the reported session time. 

Objective

Environment

GoToAssist Corporate

Procedure

Answer

Cause

The size of the recording was larger than is supported for the portal.

Resolution

  • The default Recording size for all portals is 50 MB which is about 50 minutes of Recording (high resolution and multiple monitors will be less than 50 minutes, this is only an average)
  • The default Recording size can be increased to 500 MB if the User typically has longer Recordings 

Additional Information

The maximum possible size for session recordings is 500MB. This can be changed per portal.