When a video is blank or black video appears during playback of a screen recording, it indicates that the screen's content was inaccessible to our app. There are a number of potential causes for this issue.
Copyright Restrictions
Some apps and websites, especially streaming (Netflix, Hulu, Amazon Prime) and banking apps will block recording due to Digital Rights Management (DRM). When you attempt to record these sources, the recording will simply show a black screen.
Device Health
Your computer hardware, operating system, and even other applications can impact whether the screen is available to record. Perform the following actions to ensure your system is in an optimal state:
- Check for and install all firmware/driver updates for your device that are available on the manufacturer's website.
- If no update is available for your graphics card (GPU), download the current version and re-install it anyways. This will resolve any corruption issues.
- Perform all updates available for your operating system.
- Update the application(s) you are trying to record (if applicable).
- Reboot your computer, then exit out of any applications that you don't need running during the recording.
- Ensure that none of the applications listed here are installed.
Graphics Settings
In Windows, if you have a dedicated graphics card (GPU), you can select which GPU each app uses. If Windows defaults our app to an unsupported GPU, go into Windows Settings to switch to the other GPU:
- Navigate to System > Display > Graphics.
- Scroll down to the Custom settings for applications section and select Screen Recorder/Editor in the list.
- Set the GPU Preference to Power Saving.
- if this fails to resolve the issue after a reboot, try switching to High Performance instead.
Windowed Mode
If you are using the Screen Recorder to capture a game or application in full-screen mode, you should run the game or application in windowed mode instead of full-screen mode.
Anti-virus
Some anti-virus programs have a feature to block screen capture. This may block our app from recording video. If you have one of the following anti-virus programs, try changing the settings to enable screen capture:
Webroot
Trustee Rapport
If you have a different anti-virus program running, disable it to see if that fixes the problem. If you find this to be the case, please let our support team know and we will add it to the list above.
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