Fix recording, saving or playback problems

Find the step that failed

Recording, local playback, online saving and link playback are separate steps. Keep your original file before making changes. Note the exact message and what you pressed just before it.

This helps the team understand the problem. It also helps you avoid starting the same upload many times. Use the section below that matches where you got stuck.

If recording will not start

Use an up-to-date supported desktop browser if recording is not supported. Chrome is one option to try. Other browsers may offer different picture and sound choices.

Bring the recorder tab to the front before trying again. Finish another active recording first. For denied access, check the site and system access settings.

For a missing camera or microphone, check its connection. Close other apps if they are using the device.

If an online save fails

Use the message to choose what to check.

1. Check that the account which began the save is signed in.
2. Check that your plan allows online saving.
3. Check the space left in the account.
4. Keep the original file.
5. Use the existing save’s retry or Save video action.
6. Check the library before starting another upload.
7. Keep the tab open while saving finishes.

If a video will not play

For a local take, download it before removing it. An interrupted take may have missing data. For a private library video, reopen it to refresh viewing access.

For a viewing link, use Retry and check whether it expired. Ask the owner for the full link if part is missing. If another supported browser also fails, email the team.

Include the message and whether the local file plays. Leave private files and temporary playback links out of the first message.