Why hasn't my session uploaded? (and how to avoid losing videos)

When you finish an activity in Totum, your session video and results are uploaded to your account. If the upload is interrupted, the session can stay on the computer it was recorded on and not appear in your account. A failed upload can also hold up later sessions from uploading.

Common failure causes

• Closing Totum before the upload has finished.

• Signing out or switching to another user while an upload is still in progress.

• A weak or dropped internet connection.

• Recording a session while signed in to someone else's account.

How to avoid losing sessions

1. Make sure the computer is connected to the internet before you start.

2. Check that you are signed in to your own account before starting an activity (so that the recording gets uploaded to the right account).

3. When you finish an activity, wait until the upload has completed before closing Totum. This should appear in a pop-up on the application and on the library page.

4. Do not sign out or switch users while an upload is in progress, as this will stop the application from uploading any sessions until the original user is logged back in.

5. If several people share one computer, let each person's uploads finish before the next person signs in.

If a session is missing

1. Reopen Totum on the same computer the session was recorded on, sign in to the same account and leave it connected to the internet for a few minutes.

2. Check your Library again.

3. Don't uninstall Totum or reset the computer, as the recording may still be stored on it.

Still stuck?

Contact support with the date and time of the session, the activity name, the account used and the computer it was recorded on. Our team may be able to recover the recording.