Plaud One recording missing from the app, or the file plays with no sound at all? This article covers both cases. Missing recordings usually come down to Private Cloud Sync or a pending upload.
Steps
If the recording doesn't show up in the Plaud Mobile App
You finished a recording, but it doesn't appear in your recording list.
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Check that Private Cloud Sync is turned on
Plaud One uploads recordings to the cloud over 4G, but they only appear in the Plaud Mobile App when Private Cloud Sync is on in the Mobile App. With it off, recordings uploaded over 4G won't sync to the Mobile App. Turn it on to have new recordings sync in real time. See Private Cloud Sync.
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Check which device was recording
Plaud One records with either the case or the earbuds. During recording, a white light means the case is recording the room, and a yellow light means the earbuds are recording your call or media audio. The case and the earbuds can't record at the same time. If you're wearing the earbuds and no audio is playing through them, a recording started from the case captures the room. If a call or media audio is playing through the earbuds, the recording captures that audio instead of the room. To capture an in-person conversation, make sure nothing is playing through the earbuds when you start recording.
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Check whether the earbuds and case were together
If the earbuds went out of Bluetooth range of the case during a recording, they kept recording locally with limited storage, about 30 minutes on one earbud and about 1 hour across both. Put the earbuds back in range of the case and let the audio sync.
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Give the upload time to finish
Recordings upload over 4G, which can take longer in weak signal areas. Check the recording list in the Plaud Mobile App again after a few minutes.
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Upload through your phone
If there's no 4G signal, connect Plaud One to the Plaud Mobile App and upload pending recordings through your phone.
If the recording plays with no sound at all
The recording is in your list, but it has neither voices nor background sound.
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Update the Plaud Mobile App and firmware
Install the latest version of the Plaud Mobile App, then install any available firmware update.
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Restart the device, then record a short test
To restart the earbuds, place both earbuds in the case, close the lid, and wait 30 seconds. To restart the case (this clears the Bluetooth pairing of both the case and the earbuds):
- Place both earbuds in the case and unplug the charging cable.
- Press and hold the pairing button inside the case for 15 seconds.
- In your phone's Bluetooth settings, choose Forget This Device for Plaud One Earbuds.
- Set up Plaud One again in the Plaud Mobile App, the same way you first bound it. See How to bind Plaud One to your Plaud account.
- Record a short test.
If the issue persists
Submit a request and include the following so our support team can investigate:
- Whether the recording is missing from the list, or in the list but silent
- Whether the case or the earbuds made the recording, and the light color you saw during recording, if you noticed it
- For a silent recording: the audio file itself
- For a missing recording: the approximate date, time, and length
- Your Plaud Mobile App log (tap the menu icon > Help Center > Diagnostics > Share log; see Export a log file in the Plaud Mobile App)
- Your device S/N (on the bottom of the charging case)