Critical Egress Recording Discrepancies

Getting Started
1

Hi Guys,

We are experiencing technical issues with live sessions hosted on the livekit cloud platform and require your help in investigating the following discrepancies:

- Room 4991651: The session lasted over an hour, and although the egress remained active for 75 minutes, the data was not fully uploaded to our GCS bucket. The final composed video file is only 8 minutes long.

- Room 4973340: This session also exceeded one hour in duration; however, the egress timed out prematurely after 17 minutes. After reviewing the session logs in the dashboard, the error indicates a “timed out connection.”

Additionally, the team has enabled backup for our LiveKit account, so we expect all recordings to be there.

I have attached a zip file containing relevant, specific data chunks that were successfully uploaded to GCS for your review.

Please me know if any additional information is required from our end.

Any one else facing the same problem ?

2

Hi @Harsha_Reddy , apologies for that & I see the frustration in your tickets. To me, it looks like two separate issues.
We can investigate given the information you have provided, but out of interest, have you seen either of these issues happen more recently?

3

I believe the backups only last for 7 days, but let me confirm with support

4

These classes happened recently. So recordings should be available.

Also we have reported 2 more issues. please give us those recordings also.

Our customers need them urgently since students have exams

5

Room 4991651 (ID RM_YSXqhqXVgE9L) is from 3rd June 2026

Room 4973340 (ID RM_4RCp4VKPVXYH) is from 5th June 2026

Those are the only two rooms I see reported by yourselves, is there a separate support ticket I’m not seeing wth newer rooms?

6

Hey @darryncampbell Please find the other room details here.

Kindly investigate and let us know.

  • Room 4984541: Session lasted over an hour, but only 2 minutes of video were captured from egress.

  • Room 5009789: The entire session recording video is completely black; the audio-only output we have gotten from egress.

7

My bad, I didn’t expand the conversation in the support ticket properly from yesterday! I’ll also make sure you get an answer on those.

8

Sure @darryncampbell kindly speed up the process. its been around a week we are waiting on this.

9

I just spoke with support, please work with them through email and I’ll back off to avoid duplicating effort.

One additional point from my investigation. One of your rooms, 4973340, I believe was caused by the following status report, just posted:

From my investigation, the other 3 rooms were not caused by this incident, but I defer to support if they find differently.

10

ok. But we dont get reply from support. No updates from 3 days. Our customers are behind us and we need to reply to them. So please ask support team to give updates regularly

Thanks

11

I’ll pass your feedback onto the support team for this ticket.

In general, support do aim to reply within 3 business days, however we only offer a response SLA on our enterprise tier: