Missing Audio Message

When you're online and start recording, Genio sends a notification to our server that you're recording audio, but we do not start uploading the actual audio file(s) until you've finished.

If you try to access that Event on another device, and the audio hasn't had enough time to upload, then you'll see the Missing Audio Message. In this situation, Genio knows that you recorded audio, but is still waiting for it to be uploaded.

Please jump to the correct section:

• I recorded in the Genio mobile app and I'm now trying to access on a Computer
• I recorded on a Computer and now trying to access on a different computer
• I recorded my audio on this computer

I recorded on Mobile and I'm now trying to access on a Computer

The Genio Mobile app automatically synchronises when you're connected to a wifi network, but not when you're on a mobile data connection; this helps preserve your data allowance.

Option 1: Connect to wifi and open the Genio mobile app. Your Events will automatically upload

Option 2: Open the mobile app and click the upload icon to the right of each Event to force them to upload on a mobile data connection. See here: https://help.genio.co/article/193-genio-mobile-cloud-sync-where-are-my-events-saved

I recorded on a Computer and now I'm trying to access on a different computer

The computer that you used to record the Event, might have been offline or you might not have given it enough time to complete the upload.

You will need to open Genio on the computer you used to make the recording. Connect to a wifi network and your Event will upload. You can check the cloud icon in the top right to know when everything has synchronised (https://help.genio.co/article/33-where-are-my-events-stored)

I recorded my audio on this computer

Unfortunately in this situation your audio has most likely been lost, but there are a couple of things to check first:

1. Are you in the correct browser? Genio can run in both Chrome and Edge, and these session can appear to Genio as if they are on a different computer. Make sure to open Genio in the browser you originally used and your Events can synchronise.
2. Do you sometimes use the Genio desktop shortcut rather than your browser (or vice versa)? These sessions can sometimes appear as if they are a different computer. Open Genio in the correct place and your Events can synchronise.

If everything is correct and you're still getting the Missing Audio message then you most likely have a setting enabled in your browser that is deleting Site Data every time you close the session. This will instantly delete anything that hasn't synchronised, with no way that it can be recovered.

You will need to work through Option 3 on the following page to make sure that your browser is properly set up: https://help.genio.co/article/129-why-am-i-seeing-a-storage-warning