# Troubleshooting

If you're experiencing issues recording with the Screendesk Chrome extension, the steps below resolve the vast majority of problems. Work through them in order — most issues are fixed within the first three steps.

{% hint style="info" %}
These steps apply to the **Screendesk Chrome extension** specifically. If you're having trouble with the browser-based recorder (accessed via a shared link), see Screen Recording Experience.
{% endhint %}

#### Restart your device

System resource constraints or minor software glitches can prevent the extension from recording properly. A simple restart clears these up.

{% stepper %}
{% step %}
**Save your work**

Save any open documents or in-progress work to prevent data loss.
{% endstep %}

{% step %}
**Restart your computer**

Use your operating system's restart option (not just closing and reopening the lid). On **Windows**, click **Start → Power → Restart**. On **macOS**, click **Apple menu → Restart**.
{% endstep %}

{% step %}
**Test the extension**

Once your device has rebooted, open Chrome and try recording again. If the issue persists, continue to the next step.
{% endstep %}
{% endstepper %}

#### Clear browser cache

A corrupted cache can cause Chrome extensions to malfunction. Clearing it forces Chrome to fetch fresh data.

{% stepper %}
{% step %}
**Open Chrome settings**

Click the **three-dot menu** (⋮) in the top-right corner of Chrome, then select **Settings**.
{% endstep %}

{% step %}
**Navigate to Clear browsing data**

In the left sidebar, click **Privacy and security**, then select **Clear browsing data**.
{% endstep %}

{% step %}
**Select what to clear**

Set the **Time range** to **All time**. Check the box for **Cached images and files**. You do not need to clear cookies or browsing history.
{% endstep %}

{% step %}
**Clear and restart**

Click **Clear data**, then close and reopen Chrome. Test the extension again.
{% endstep %}
{% endstepper %}

{% hint style="warning" %}
Clearing cached images and files will not log you out of websites or delete saved passwords. It only removes temporary files that Chrome has stored locally.
{% endhint %}

#### Reinstall the Chrome extension

An outdated or improperly installed extension can cause recording failures. Reinstalling ensures you have the latest version with a clean installation.

{% stepper %}
{% step %}
**Remove the current extension**

Open Chrome and type `chrome://extensions` into the address bar. Find **Screendesk - Screen Recorder** in the list and click **Remove**. Confirm the removal when prompted.
{% endstep %}

{% step %}
**Install the latest version**

Visit the [Screendesk Chrome Extension](https://chromewebstore.google.com/detail/screendesk-screen-recorde/ahlekhjogfceepmgfhpbombbepcgjcao) page on the Chrome Web Store and click **Add to Chrome**.
{% endstep %}

{% step %}
**Sign in and test**

After installation, click the Screendesk icon in your Chrome toolbar and sign in to your account. Try recording to confirm the issue is resolved.
{% endstep %}
{% endstepper %}

#### Download data for troubleshooting

If you've worked through the steps above and still have issues, the extension can export diagnostic data that helps our support team investigate further.

{% stepper %}
{% step %}
**Open the extension menu**

Click the **Screendesk** icon in the Chrome toolbar to open the extension dropdown.
{% endstep %}

{% step %}
**Download the diagnostic file**

In the dropdown menu, click **Download data for troubleshooting**. Save the file to a convenient location on your computer.

{% hint style="info" %}
The diagnostic file includes system information (operating system, browser version, screen resolution, network speed) and extension state data. It does not include any personal browsing history or passwords.
{% endhint %}
{% endstep %}
{% endstepper %}

#### Contact support

With your diagnostic file ready, reach out to the Screendesk support team for personalized help.

{% stepper %}
{% step %}
**Open a support request**

Send an email to [**support@screendesk.io**](mailto:support@screendesk.io) or use the in-app chat accessible from the help icon in your Screendesk dashboard.
{% endstep %}

{% step %}
**Describe the issue**

Include a clear description of what's happening: what you were trying to do, what you expected, and what actually occurred. Mention which steps from this guide you've already tried.
{% endstep %}

{% step %}
**Attach the diagnostic file**

Attach the troubleshooting data file you downloaded in the previous step. This gives our team the technical details they need to diagnose the issue quickly.
{% endstep %}

{% step %}
**Wait for a response**

Our support team will analyze the data and get back to you with next steps or a resolution.
{% endstep %}
{% endstepper %}

#### Common issues at a glance

| Problem                                       | Likely cause                                    | Quick fix                                                                                           |
| --------------------------------------------- | ----------------------------------------------- | --------------------------------------------------------------------------------------------------- |
| Extension icon is greyed out                  | Extension is disabled or not properly installed | Go to `chrome://extensions` and ensure Screendesk is enabled. If not listed, reinstall it.          |
| "Permission denied" when starting a recording | Chrome blocked screen capture permissions       | When the browser prompt appears, select the screen or window you want to share and click **Allow**. |
| Recording uploads fail                        | Network connectivity issue or expired session   | Check your internet connection. Sign out and back in to refresh your session token.                 |
| Extension doesn't appear in the toolbar       | Extension is installed but hidden               | Click the **puzzle piece** icon (Extensions menu) in the Chrome toolbar and pin Screendesk.         |
| Recording has no audio                        | Microphone wasn't enabled before recording      | Toggle the **microphone** option on before clicking **Start Recording**.                            |
| Poor recording quality or lag                 | System resources are constrained                | Close unnecessary tabs and applications. Restart your device if the issue persists.                 |

#### Related pages

* Screen Recording Experience
* Customize Recorder Options
* Install the Widget