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Troubleshooting issues with starting a recording in the desktop app

Richie McIlroy avatar
Written by Richie McIlroy
Updated over 2 months ago

Overview

This article provides troubleshooting steps for issues you might encounter when trying to start a recording on the desktop app. These steps are tailored for both Windows and Mac users.

Prerequisites

  • For Instant Mode: A stable internet connection and an active login session are required.

  • For Studio Mode: No internet connection or login is needed to start a recording.

  • Ensure the desktop app is updated to the latest version.

Who this affects

  • All users of the desktop app.

Troubleshooting for Windows

Some of these steps involve changing system settings. If you're not comfortable with these changes, please contact our support team for assistance.

1. Check for Conflicting Processes

Other applications can sometimes interfere with recording. Before you start, close any unnecessary programs, especially those that might use your camera or microphone.

  1. Right-click the Taskbar and select Task Manager.

  2. Go to the Processes tab.

  3. Look for applications that are using a high percentage of your CPU or memory.

  4. Select the process and click End task.

2. Update Graphics Drivers

Outdated graphics drivers can cause recording issues. Ensure your GPU drivers are up-to-date by visiting the manufacturer's website (NVIDIA, AMD, or Intel).

3. Check Camera and Microphone Permissions

  1. Go to Settings > Privacy & security.

  2. Under App permissions, select Camera and ensure our app has access.

  3. Repeat for the Microphone.

Troubleshooting for macOS

1. Check Screen Recording Permissions

macOS has strict privacy settings that can prevent screen recording.

  1. Open System Settings and go to Privacy & Security.

  2. Scroll down and select Screen Recording.

  3. Make sure our app is enabled. If it's already enabled, try disabling and re-enabling it.

2. Check Storage Space

Recording can fail if your hard drive is full.

  1. Click the Apple menu and select About This Mac.

  2. Go to the Storage tab to see your available space.

  3. If space is low, consider deleting unnecessary files or moving them to an external drive.

3. Close Conflicting Applications

Just like on Windows, other apps can interfere with recording. Close any applications that might be using your camera or microphone, such as video conferencing software or other recording tools.

4. Check for System Updates

An outdated version of macOS could cause compatibility issues.

  1. Go to System Settings > General > Software Update.

  2. If an update is available, follow the prompts to install it.

What's next

If you're still experiencing issues, you might find our article on Understanding Your Desktop License helpful.

Getting help

If you have tried all the steps in this article and are still having issues, please contact our support team for further assistance.

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