HOW TO

How can I retrieve a recording I uploaded if the download button is grayed out?

Issue

Objective

Retrieve a copy of of a recording that can't be downloaded from the My Recordings page

Environment

  • GoToWebinar
  • GoToTraining

Procedure

Please contact Customer Care with the video reference number for the recording you would like to retrieve.
How to obtain the Video Reference Number of your recording:

  1. Register for the the recording in question via the archived recording link
  2. Right click on the webpage (away from the streaming video), and select ' View Page Source '
  3. Scroll down to find the video reference number = "ref:xxxxxxx"
  4. Copy the reference number

Answer

Cause

Resolution

Additional Information

- Recordings with grayed out download buttons are saved locally in the selected recording folder on the PC used to create them and should be available unless manually moved or deleted
- Pre-converted recordings can be found in the "Originals" folder on a Windows PC, or the "temp_AV" folder on a Mac, and can be re-converted at any time