This can occur if a Big Blue Button server had been updated.
Freshdesk Ticket For Reference: https://luma.freshdesk.com/a/tickets/93968
User this Document as reference. https://enuggetlearning.com/LumaUniversity/ht/139567
1. Find which server they are on (live - new server, live3 -old server)
2. Query the ondemand_live_meta table and find the recording.
3. Once you ssh into the server you should be able to sudo and rebuild the recording with the internalid passed in (refer to document above)
If after you have done this and it still does not appear. It might be due to the webhooks. Reach out to luma-live slack channel and ask Stephen to take a look, also let him know which server.