What if the connection drops during a download or recording?
Short drops are handled for you: a download carries on where it stopped and a live recording reconnects. Here's what is kept when it cannot.
01Short drops are handled for you
A download that stops arriving is picked up again from the point where it stopped, not from the beginning, and a video that arrives in small pieces retries each piece up to ten times. The speed in the Queue may fall to nothing for a moment; the job stays where it is and carries on once data flows again.
02When the address has expired
Many sites give their player a media address that only works for a while. If the connection was gone long enough for it to expire, ClipHearth opens the source page again in the background, asks it for a fresh address, and tries the download once more, without a click from you.
03A download that cannot carry on
If nothing new arrives after several attempts in a row, the job ends with an error and its entry in Completed gets a Try again button. Try again starts that download from the beginning. When it keeps failing with the connection back, the guide to failing downloads covers the next steps.
04Live recordings bridge short gaps
Record live and Record audio reconnect to the stream on their own after a short drop, waiting a little longer after each failed attempt. The recording keeps its file and carries on; what you lose is at most the part of the broadcast that went out while you were offline.
05What you keep when the stream does not come back
If the stream is still gone after those attempts, the recording stops and everything up to that moment stays in your output folder as a normal file that plays. The Queue then says Live stream was interrupted. Partial recording was saved.
06Pick the recording up again
A live recording has no Try again, because the part you missed is gone. Once the page plays again, click Record live or Record audio: the new part is saved as a separate file next to the first one, and during the free trial it counts as another task. Two parts of a video recording can be put back together in the Studio: open the first part there, and Clips under Add puts the second after it on the Video row. Export… then writes both as one file.
Didn't solve it? Write to us - attach a diagnostics log if you have one. Missing a feature? Tell us what you would use it for; several of the recent ones started as a suggestion.