This article outlines common blockers with using Record and how to troubleshoot these issues.
In this article, learn how to troubleshoot:
- Mac Recording Permissions
- Windows Recording Permissions
- Recording stuck in ‘Optimization Pending’
- Record quality
- No sound in the recording
Mac Recording Permissions
If you are using Mac OS Catalina or later, you may see the following error: "There was an error with screen capture. Check the permissions and try again, or visit the Help Center”.
To troubleshoot this issue, ensure that you are running the most current version of Chrome. If not, update your Chrome browser, restart, and try your recording once more.
If that doesn't help, you may need to configure your system's privacy & security settings.
- Open your System Settings.
- Select Privacy & Security, then select Screen and System Audio Recording.
- Ensure that Google Chrome is toggled on.
- Follow the same steps for the Microphone and Camera in Privacy & Security.
- You must quit and relaunch Chrome for the settings to take effect.
⚠️Note: If these settings are already on, try disabling these permissions for Google Chrome, saving your security settings, and then going back in and toggling it on for each again.
Windows Recording Permissions
Windows 10 users may encounter the error “There was an error with screen capture. Check the permissions and try again”.
Verify that your Windows system has granted recording permissions for both audio and video. For more information about app permissions, visit Microsoft Support at App permissions.
To check for permissions, refer to Microsoft Support for instructions on how to turn on app permissions for your microphone in Windows 10 and manage app permissions for your camera in Windows. Ensure that the Vimeo Record app can access your camera and microphone.
Recording Stuck in Optimization Pending
If your recording is showing ‘optimization pending’ and hasn't completed uploading to your library, please reach out to Support for additional help or to request a recreation.
Record Quality
The video quality in a recording depends on your screen’s resolution and/or the maximum resolution of your webcam. After transcoding, the video is resized and fits into the nearest resolution template to provide the best quality. The video will not be stretched to the highest resolution, such as 1080p, if it is not the nearest resolution template.
Here are some tips on how to change your screen’s resolution to help maximize your recording potential:
Microsoft Support: Change your screen resolution in Windows
Apple Support: Change your Mac display’s resolution
Why doesn't my recording have sound?
You must ensure that your browser is allowed access to your microphone. In some cases, you may see an error message stating that your browser blocks your microphone.
Visit the following links to read more about allowing your browser to record:
You may also need to check that your device is not blocking your browser from recording.
Visit the following links to read more about allowing your device to record based on your operating system:
Microsoft Support: App permissions
Apple Support: Control access to the microphone on Mac
Still having issues?
If you are still running into the same issues after trying all of the above steps or are seeing an error message not mentioned, please reach out to customer support. Be sure to include the following information:
- Screenshot of the error
- Browser type and version
- Device type and OS version