Troubleshooting Corrupted Session Recordings on Medal.tv

We understand how frustrating it can be to encounter issues with your recordings. If you've experienced problems with a session that cannot be edited or displays ty:aN:aN timestamp, this article will explain why this happens and how you can help us resolve the issue.

TABLE OF CONTENTS

• Troubleshooting Corrupted Session Recordings on Medal.tv
  • Why Are My Recordings Corrupted?
    • Previous Format (.mp4)
    • Current Format (.mkv)
    • Repairing .mkv Files
  • How to Send Logs for Investigation to fix future sessions
    • Steps to Send Logs:

Why Are My Recordings Corrupted?

When a session is marked as corrupted, it means there was an issue with how the file was saved. Here's a breakdown of what this means:

Previous Format (.mp4)

• Full sessions were previously saved as .mp4 files.
• When a .mp4 file is corrupted, the entire file becomes useless and cannot be played at all.

Current Format (.mkv)

• Medal has switched to saving full session recordings in .mkv format.
• When a .mkv file is corrupted, you may not be able to skip around the recording because the file's metadata is incomplete. However, you are still able to play the file.

Repairing .mkv Files

While Medal does not currently offer built-in tools to repair .mkv files, there are third-party tools available online for this purpose. Searching for "mkv repair" may provide you with methods to recover your recordings.

How to Send Logs for Investigation to fix future sessions

To help us identify the cause of the corruption and prevent future issues, we need your Medal logs. Follow these steps to send us the necessary logs:

Steps to Send Logs:

1. Go to Help & Support:

   • Click the ? button in the Medal app to open the Help & Support page.

2. Scan for Logs:

   • Click on Scan Logs. Medal will find all the available log files and display them as folders.

3. Provide Context:

   • In the message box below the log folders, copy and paste the following text:

     Ticket ID: #{{ticket.id}} || Issue: Corrupted Session ty:aN:aN
     

4. Send Logs:

   • Select Send Logs. The logs will be sent directly to us for investigation.
5. Create Support Ticket:
   • You can create a support ticket here for the team to know you've sent your logs and describe your issue.