Common Issues
Mac installation fails when you deny installer permission to files
When you download ScreenPal and attempt to install it, you will receive a message that states, "Installer would like to access files in your Downloads folder," or similar. If you click Don't Allow, you will receive a message stating that the ...
Artifact Issues with Recording and Display of Webcam Video on Mac
Why am I seeing artifacts after selecting the Background Removal options and when using a webcam on my Mac? The tool for removing your background does not work well with certain color profiles on Mac. To fix this issue, you can switch to the sRGB ...
Unable to import Word document for narration text
When you create a Story or Script, you can import script text that you have written outside of our application. You can only import script text in the form of a plain text .txt file. You can create a .txt file using Microsoft Notepad, Apple TextEdit, ...
ScreenPal Video Messaging Chrome Extension: 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 ...
Chrome Extension: My webcam or mic isn't working (Windows)
If you are using Windows 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 the extension. Google ...
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 ...
Why can't I see my video on my ScreenPal Content page online?
Why can't I see my videos and images created in the app on my online Content page? Content you create using the app is stored locally on your device. It only gets uploaded to ScreenPal's content hosting platform when you open the video in the desktop ...
Resolve the error stating "Sorry that recording is corrupted. Do you want to delete it?"
Corrupted recordings occur when the original recording files are affected in an unexpected way. If you receive a pop-up message which states "Sorry that recording is corrupted. Do you want to delete it?", it may be due to a cloud-sync application ...
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?
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 message states that Windows protected your PC
If you attempt to launch the app via a web browser and receive a SmartScreen pop-up message stating “Windows protected your PC”, use these steps to run the app: Click More Info 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 ...
Configure Zoom to create recordings optimized for editing
If you want to import Zoom recordings to edit in the ScreenPal Video Editor, we recommend you configure Zoom to create recordings that are optimized for editing. Zoom calls this option “Optimize the recording for 3rd party video editor” on their ...
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 ...
Audio waveform not showing up on a Mac 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 microphone you are using in the left-hand menu Set the Format to 44,100 Hz using the dropdown menu This ...
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 you are ...
Why does the Screen 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 installed that is causing a conflict when the Screen Recorder tries to use the webcam. Check to ...
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 playback to HD quality: Click the Gear icon (lower-right corner). Select 720p ...
YouTube says upload is unauthorized
If you are unable to upload to YouTube because you see the message "YouTube says upload is unauthorized", use the following steps to reconnect your YouTube account to our Screen Recorder app. Click Cancel on the error message window and then click ...
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. If you suspect that this is the case, please refer your network administrator to this article. ...
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 ...
What should I do if I get the "DISK TOO FULL" error?
If you receive a pop-up error message which states "DISK TOO FULL", it means that your computer's hard drive is too full so the Screen Recorder can't record. By default, the Screen Recorder will save data to your main hard drive, which is usually C: ...
Recorded audio sounds slow and distorted (Windows)
Computer Audio If you record Computer Audio and it sounds slow or distorted during playback, it may be due to your system’s audio playback settings. Here are the steps to check and adjust these settings: On the far right of the Windows Taskbar, ...
Recorder will not launch from my web browser
If you're having troubles launching the Screen Recorder from within your web browser then you should try downloading our stand-alone app installer so you can run the Screen Recorder like any other app installed on your Windows or Mac computer: ...
"Sorry, this recording has missing files since iCloud Drive 'Optimize Mac Storage'" is enabled
ScreenPal stores your video projects in a default folder on your Mac. Older versions of ScreenPal store video projects in the Documents folder, in either a ScreenPal sub-folder, or a Screencast-O-Matic folder (if you used ScreenPal prior to the ...
Recorder fails to start capturing computer audio (Windows)
The Screen Recorder can capture Computer Audio on Windows when you have a Solo Deluxe, Premier, Max, or Team plan. If you have Computer Audio enabled in the Screen Recorder and it fails to capture audio, it may be due to your Windows system settings. ...
Send us an error report to get help
If you experience issues while using any of our apps, you can submit an error report by following these steps: Windows or Mac Desktop Apps Open the app from your Start menu or by logging in and clicking the on the upper right of the page. In the ...
Set up Realtek Audio sound card to capture computer audio
We have a detailed article outlining settings to check if your computer audio is not being captured. This article is focused on the Realtek Audio sound card, and disabling 5.1 or 7.1 surround sound so the recorder can correctly capture your Computer ...
Even though I have a Solo plan I am unable to directly upload a recording longer than 15 minutes to YouTube
YouTube has its 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 ...
Find a recording (Windows and macOS)
If you are unable to locate a recording, where to look depends on whether you are looking for the video project, a saved MP4 video file, an uploaded video, or an exported .screenpal file. On older versions of the application, the default storage ...
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?
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 record for. Here is a link to an article that provides ways to free ...
Black letterboxing is on the left and right sides of a saved MP4 video file
The Screen Recorder captures and saves recordings in the resolution selected via the Size menu. Recording at a resolution with a non-standard aspect ratio (e.g. 1280x800 @ 16:10) can add letterboxing to your video. To correct the problem for future ...
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.
Typing or pressing keys on the keyboard will start or pause the recording (macOS)
If typing on a macOS device while using the Screen Recorder either starts, stops, or zooms a recording, this may be due to system settings. Here are the steps to check and adjust these settings: Click the Apple icon (top-left corner of your screen) ...
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
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. Sign out of our website by clicking your user icon () in the top right of the website ...