How to send us an error report to get help

Get Help: Contact Support

If you experience issues while using any of our apps, you can submit an error report or contact support to get help by following the steps below.

Windows or Mac Desktop Apps

1. Launch the desktop app from system tray in Windows or menu bar on Mac, or via the website:




2. In the upper right corner of the Project Manager click the ? icon.




3. Enter a detailed description of your problem then click the Submit button.


The application will send us an error report and we will respond to the email address provided.

We try to respond to all help requests within 1-2 business days and our office hours are M-F 9am-5pm Pacific Time.

Notes
For best results, try to send your report from the desktop app.   If you are unable to launch the app, please click the Submit a Ticket button at the bottom of this webpage.

iOS, Android, and Chromebook Apps

1. Open the app and access the Settings menu.

- On iOS and Android, click Settings (bottom-right)
- On Chromebook, click the Gear icon (top-right)




2. In the Settings menu, click Need help? Email support. 




3. This will launch your default email app, where you can add a detailed message describing the issue you are experiencing and send your report.  Please include as many details as possible.




ScreenPal Chrome Extension

If you experience an issue using the ScreenPal Google Chrome extension, you can get help from the extension menu.

1. Click the ScreenPal icon in your Chrome toolbar to display the extension menu, and then click the cog icon in the bottom right.



2. Next to Need Help, click Contact Support.




You will then be presented with a Get Help dialog where you can enter your email address and comment on the issue.   By default, an App Log File will be attached so we can more quickly troubleshoot the issue.  You can download the file to see what information is sent to us and deselect the checkbox if you choose not to send the log file.





Content Hosting Site

Scroll to the bottom of this knowledge base article and click the Submit a Ticket button.



    • Related Articles

    • I tried to upload a captions file but received an error

      When you upload a captions file from ScreenPal hosting by clicking Captions from File, you may experience an error where the captions are not displayed in the video Timeline. This issue occurs when your captions file is not encoded properly. All ...

    • Error while encoding (Windows)

      If you receive a pop-up message stating "Error while encoding" after you click Upload or Save as Video File, this may be due to your anti-virus or firewall software (e.g. Comodo, Zone Alarm, etc.). To fix this issue, set the anti-virus/firewall ...

    • Customize your organization's Help page

      As a Team Owner or Account Admin, you can customize the information that is displayed on your Team's Help page. This page is displayed for your users when they log into their account, click their user icon in the top right, and select Help from the ...

    • Resolve the "401 Unauthorized" error when using ScreenPal with the Moodle LMS

      If you are using the ScreenPal LTI v1.3 application with a self-hosted instance of Moodle, you may encounter a "401 Unauthorized" error message when ScreenPal tries to synchronize data with your Moodle Gradebook. This can occur when a student ...

    • Resolve the error stating "Sorry that recording is corrupted. Do you want to delete it?"

      Recordings can become corrupted when your original recording files are affected in an unexpected way. When a video is corrupted, you may receive an error message similar to the following: "Sorry we failed to open that video project. It looks ...