# 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An outdated or improperly installed extension can cause recording failures.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


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.screendesk.io/send-screen-recording/chrome-extension/troubleshooting.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.