How to Send a Failed Recording to CaptureGem Support

When a recording fails to convert, or stops in a way you can't explain, CaptureGem Premium can send that recording's data straight to CaptureGem support from the app. Support receives the logs, settings and status of the recording and, if you choose, its temporary video data. You don't need to zip folders or share download links. This feature is available in CaptureGem 2.14.11 and later.

What you need

• CaptureGem Premium. Uploads are part of Premium; without it the app shows a Premium message instead of the upload form.
• A confirmed email address. The support case is opened for the email address you signed in with, from either a CaptureGem or a CamTrove account, and support replies to that address. The first time you send something, the app may ask you to confirm the address with a code; this happens once.
• An internet connection for the upload itself. Large uploads continue in the background, so you can keep using CaptureGem.

Where to send a recording from

You can start an upload from three places in the app.

Transcoding queue

1. Click the small status dot in the top-right corner of CaptureGem (its tooltip says Transcoding Status) to open Queue Status.
2. Open the Transcoding Queue tab and expand the Errored group.
3. Click Send to support next to a recording, or Send all to support to send every errored recording in one upload (at most 20).

Screenshot: Send to support buttons in the Transcoding Queue

Unfinished recordings

1. In Queue Status, open the Unfinished recordings tab.
2. Click View Temp Files on the recording.
3. Click Send to support.

Review tab

1. Open the Review tab and find the video.
2. Open the video card's menu and choose View Temp Files.
3. Click Send to support. This works even if the temporary files have already been cleaned up; the logs and the video's details are still sent.

A recording that is still recording or being converted cannot be sent yet. Wait until it has finished or failed.

Sending the upload

The Send to CaptureGem support window shows:

• the recordings you are sending, with their status and last error;
• What will be sent: the size of the logs, settings and recording details, and of the video data;
• your support storage and the email address the case will be opened for.

Screenshot: The Send to CaptureGem support window

Then:

1. Leave Include video data ticked if you can. Video helps support reproduce recording and conversion problems. Untick it on a slow or metered connection to send only logs and details.
2. Optionally describe What happened?, for example "the recording stopped after 10 minutes and never finished converting".
3. Click Upload.

The window shows the progress. You can close it and the upload continues in the background. Reopen it from the same place to check on it, or click Cancel upload to stop it; a cancelled upload is deleted. When the upload finishes, the window shows your support case number (for example CG-1A2B…) and you usually get a confirmation email with the same number.

What is sent, and what is not

An upload can contain:

• the recording's temporary folder (video segments, playlists and recording details), and its audit and metadata files;
• the end of CaptureGem's logs, such as the transcoding activity and event logs;
• your CaptureGem settings for the affected models;
• a summary of the recording's state, errors and the app version.

Before anything leaves your computer, CaptureGem removes private information:

• your email address, license and passwords are removed from the settings;
• log lines that could contain passwords, cookies, tokens or login details are removed;
• the access tokens that cam sites put in playlist and stream links are removed.

Video data is sent unchanged. One upload holds up to 2 GB. If a recording is larger, CaptureGem keeps the beginning and the end of the recording and lists what it left out.

How long your files are kept

• Uploaded files are stored privately and deleted automatically 7 days after the upload starts.
• Each account can have up to 20 GB of support uploads at a time. Space is freed when uploads are deleted.
• You can start up to 5 uploads in any 8 hours and 10 in any 24 hours, and have 2 in progress at once. Cancelled uploads count toward these limits.

Following up on your case

Support replies to your case by email. To add details, reply to that email and keep the case number in the subject.

If you signed in to CaptureGem with your CaptureGem account, you can also follow your cases on your account page under Support Requests. It shows each case's status (Pending, Answered or Closed), your support storage, and when the files will be deleted. Click Delete files now to remove an upload's files early; your case stays open.

Troubleshooting

• "Premium feature": uploads require an active CaptureGem Premium subscription. If you just renewed, restart CaptureGem so it picks up your license.
• "Confirm your email address": enter the code sent to your email address. If no code arrives, check your spam folder and that you are signed in with the right email.
• "Your support storage is full": wait for older uploads to expire after 7 days, or delete them from your account page.
• "You can send up to 5 support uploads every 8 hours" (or 10 a day): the message says how long until you can send another. Add more details to an existing case by replying to its email instead.
• "This recording is being processed": the recording is still recording or converting. Try again once it has finished or failed.
• "Could not reach the CaptureGem support server": check your internet connection and try again. A firewall or VPN may block the upload.
• "A file changed on disk while it was being uploaded": wait until the recording is idle and try again.
• The upload is larger than 2 GB: CaptureGem trims video data automatically. If you still see this message, untick Include video data and try again.

If an upload can't be sent at all, email [email protected] with your app version and what happened. Do not delete the recording's temporary folder until support has looked at it.