Common Issues
Inclusion and Accessibility
Our commitment to accessibility. We are dedicated to ensuring our products are inclusive and meet the accessibility needs of our diverse customers. We believe in eliminating barriers in education and idea-sharing. We believe that everyone in the ...
ScreenPal: How to contact support with an issue
If you experience an issue using ScreenPal and need to contact support, you can visit the extension menu from your Google Chrome browser and click Need Help? Contact Support. You will then be presented with a Get Help dialog where you can enter your ...
ScreenPal: My webcam or mic isn't working on Windows
If you are on a Windows Operating System and your webcam or mic is not working from the ScreenPal setup screen (after clicking the ScreenPal icon in a text box), you may not have enabled Chrome permissions for these devices when you installed ...
Unable to edit an imported video
Why can't I import or edit this video? Most likely, the video is saved with High Efficiency (HEVC or HEIF), meaning that the video has been encoded with a compression method that we cannot read. Videos saved from iOS or Android devices are sometimes ...
"Sorry that recording is corrupted. Do you want to delete it?" error
Corrupted Recordings Error Message Corrupted recordings occur when the original recording files are affected in an unexpected way. "Sorry that recording is corrupted. Do you want to delete it?" If you see the previous message, there could be a ...
Failed to download latest version for app!
If you receive a message that the app "Failed to download latest version for app! (error: updatejars)" it means the app was blocked from accessing the internet. This is usually due to anti-virus or firewall software running on the computer which is ...
Do you have an affiliate program?
We do have an affiliate program! Yes! We have a robust Awin program, and welcome new affiliates. You can learn more about our program and benefits here.
Can't launch since Microsoft Defender SmartScreen is showing "Windows protected your PC"
If you try launching from your browser on Windows and you see a message from Microsoft Defender SmartScreen when running the WebLaunchRecorder.exe you'll have to follow these steps: 1. Click "More Info" 2 Click "Run Anyway":
Where can I find your logo files or product shots?
Looking for our company assets? You can find our logo files and product shots on our media assets page. We update this page regularly. How can I use these files? You may publish these assets on your blog or in resource materials. You can also use ...
Configuring Zoom to Create Recordings Optimized for Editing
If you want to import Zoom recordings to edit in the Screencast-O-Matic Video Editor you should configure Zoom to create recordings that are optimized for editing. Zoom calls this option " Optimize the recording for 3rd party video editor" or " ...
Do you provide phone support? What number can I call?
We do not offer phone support. Why? Simply put, phone support is not the most efficient way to help you. We provide email support because it enables us to exchange links, share log files, and dive into your account history. Additionally, we can ...
Where did all my v1.0 Recordings go?
Where did all my v1.0 Recordings go? If you previously used the older v1.0 Recorder, then recordings that you have stored on your computer will not show up if you've just started using the v2.0 Recorder. You can still run the older v1.0 Recorder that ...
Audio waveform not showing up using El Capitan Mac OSX 10.11 with USB mic
Audio waveform not showing up using El Capitan Mac OSX 10.11 with USB mic Please follow these instructions to show the waveform for future recordings. Use Spotlight to find the "Audio MIDI Setup" app Choose the USB mic you are using in the left ...
Recorder captures all black instead of the screen (Windows)
Our recorder may record empty (black) video at times. These are two methods that may help alleviate the problem. In addition to the methods outlined below, please be sure you are running the latest version of our application. Windowed Mode If ...
Why does the recorder crash or the webcam window freeze when I try to record with the webcam?
Why does the recorder crash or the webcam window freeze when I try to record with the webcam? If the screen recorder crashes (or you only see a static image in the webcam window) when you try to record your webcam, you may have another application ...
Why is YouTube playback blurry, fuzzy, or unreadable?
Why is YouTube playback blurry, fuzzy, or unreadable? YouTube re-encodes uploaded videos to a few different quality settings and will default to playing the lower quality version when you first watch in your browser. To switch the player to the HD ...
YouTube says upload is unauthorized
YouTube says upload is unauthorized If you're unable to upload to YouTube because you see the message "YouTube says upload is unauthorized", use the following steps to reactivate your YouTube account to our Screen Recorder app. 1. Click Cancel on ...
Upload Failure
Upload Failure Failed uploads are usually caused by: Restricted networks - You are on a school or company network which is restricting the upload. Anti-virus / firewall software on windows - You are running Windows with anti-virus software that is ...
Error while encoding (Windows)
If you get an "Error while encoding" when uploading or saving to a video file then often the issue is caused by anti-virus / firewall software such as Comodo, Zone Alarm, etc. To fix this issue, you will need to tell the anti-virus software to allow ...
What should I do if I get the "DISK TOO FULL" error?
If you get the DISK TOO FULL error it means your computer's hard drive doesn't not have available space to store a recording. By default the recorder will save data to your main hard disk which is usually C: on windows or the "Macintosh HD" disk on ...
Recorded computer audio sounds slow and distorted (Windows)
Recorded computer audio sounds slow and distorted (Windows) If you are recording your computer's system audio and getting a slow and distorted sound then the steps below may help fix the problem. Steps to fix slow and distorted sound when recording ...
Microphone / Voice sounds low and distorted after upgrading to Windows 10
Microphone / Voice sounds low and distorted after upgrading to Windows 10 If you are getting low and distorted sound when recording your microphone on Windows 10 then please follow the steps below. (If instead you are getting distorted audio when ...
Recorder won't launch from my web browser, Help!
If you're having troubles launching the recorder from within your web browser then you should try downloading our stand-alone app install so you can run the recorder like any other app installed on your Windows or Mac PC: ...
"Sorry, this recording has missing files since iCloud Drive 'Optimize Mac Storage'" is enabled
"Sorry, this recording has missing files since iCloud Drive 'Optimize Mac Storage'" is enabled Our application stores your recordings by default in the Documents folder on your Mac. Each recording is made up of several different files. Mac users may ...
Recorder fails to start capturing computer audio on Windows
The screen recorder can capture computer audio on Windows PCs when you have a Deluxe or Premier plan. You might need to modify the sound settings in Windows before you can enable the capturing of computer audio if the recorder fails to start ...
How to send us an error report to get help
How to send us an error report to get help If you have an problem while using our Screen Recorder or Video Editor, you can submit an error report to us by following these 3 steps: 1. Open our app from your Start menu or by clicking the Open Video ...
Setting up Realtek Audio card to capture computer audio.
Setting up Realtek Audio card to capture computer audio. We have a detailed article outlining things to look at if your computer audio is not being captured. This article is focusing on the Realtek Audio card and disabling 5.1 or 7.1 surround ...
Even though I have Solo Deluxe, I'm unable to directly upload a recording longer than 15 minutes to YouTube
YouTube has it's own upload limit of 15 minutes but you should be able to upload longer recordings there once you verify your YouTube account. This YouTube support article goes into more detail: https://support.google.com/youtube/answer/71673?hl=en
Browse or Select folder closes immediately while attempting to save a video - Windows 10
If you are experiencing an issue while saving videos to your computer from our screen recorder or video editor application, where the Browse or Select box closes immediately after clicking them, the issue could be caused by having a 'God Mode' Folder ...
How to install the ScreenPal app on Windows and Mac
How to install the ScreenPal app on Windows and Mac To install the ScreenPal Screen Recorder and Video Editor application on a new Windows or Mac computer please follow the instructions below. 1. Visit the link below and log in to your account. ...
How to find a Recording using the Free Recorder Subscription
If you are experiencing issues finding your videos after creating a recording using the screen recorder with a Free subscription, try completing the steps below: 1. If you saved the video file to your computer (using the Save As Video File option) ...
I'm directly uploading my recording to YouTube, but can't include my Captions in the upload
Our application allows a user to add captions as well as upload the edited video to Youtube. Unfortunately, YouTube has it's own method for adding captions so it works best to use their captioning system instead. The YouTube support article below ...
Why can I only record for 5 minutes with the screen recorder?
Why can I only record for 5 minutes when I use your screen recorder? Our screen recorder requires free space on your hard drive in order to capture screen recordings. You could be running low on free hard drive space which can limit how long you can ...
Why do I have black letter-boxing on the left and right sides of a saved .mp4 video file?
The screen recorder will capture and save recordings at the same resolution that you size the Recorder Frame. Recording at a resolution with a non-standard aspect ratio (like 1280x800 @ 16:10 for example) can add letter-boxing to your video. To ...
I keep seeing an "Already Open!" message (in my web browser), or a "Recorder is already open!" message (in the app)
The app has most likely become minimized (or maybe it's behind another app window). Try switching back over to the recorder by pressing the "Alt + Tab" Hotkey in Windows, or the "Command + Tab" Hotkey if you're on a Mac.
macOS Computer: Typing or Pressing keys on the keyboard will start or pause the Recording.
macOS Computer: Typing or pressing keys on the keyboard will start or pause the Recording. If you are a macOS user (MacBook, iMac, MacMini), and are experiencing issues when using the keyboard during your recordings (the screen recorder starts, ...
The SOM Recorder application is displaying small on a High Resolution Monitor
The SOM Recorder and Video Editor application is displaying small on a High Resolution Monitor We have been working to natively address how the app UI scales on high res screens such as Apple MacBook with Retina Display and Microsoft Surface ...
Grant permission to record on MAC OS
Grant Screen Recording permission If you are experiencing issues recording your screen with our application using MAC OS, or if the application is only recording your background or wallpaper, follow the steps below to troubleshoot this issue. 1. On ...
Chromebook Device Troubleshooting
Chromebook Device Troubleshooting If you are experiencing technical issues or the Screen Recorder is not launching properly on a Chromebook device, please try the following steps to troubleshoot. 1. Sign out of our website by clicking your user ...