Troubleshooting

Solve common issues with the Screendesk Chrome extension by following these steps: restart your device, clear Chrome's cache, reinstall the extension, download troubleshooting data

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.

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.

Restart your device

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

1

Save your work

Save any open documents or in-progress work to prevent data loss.

2

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.

3

Test the extension

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

Clear browser cache

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

1

Open Chrome settings

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

2

Navigate to Clear browsing data

In the left sidebar, click Privacy and security, then select Clear browsing data.

3

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.

4

Clear and restart

Click Clear data, then close and reopen Chrome. Test the extension again.

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.

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An outdated or improperly installed extension can cause recording failures.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

1

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.

2

Install the latest version

Visit the Screendesk Chrome Extension page on the Chrome Web Store and click Add to Chrome.

3

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.

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.

1

Open the extension menu

Click the Screendesk icon in the Chrome toolbar to open the extension dropdown.

2

Download the diagnostic file

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

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.

Contact support

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

1

Open a support request

Send an email to [email protected] or use the in-app chat accessible from the help icon in your Screendesk dashboard.

2

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.

3

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.

4

Wait for a response

Our support team will analyze the data and get back to you with next steps or a resolution.

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