Can’t record

Summary

If you're experiencing issues starting the recorder, encountering errors, or noticing grayed-out buttons, try the troubleshooting steps below.

Solution

Which recorder are you unable to record on?

Chrome Extension

If you haven’t already, please try the following:

1. Restart your Chrome browser & device.

2. Reset your Loom extension by removing and reinstalling using this 

   link here

3. Update your Chrome browser.

    Make sure your browser is up-to-date. This will help aid Loom's compatibility. You can check this at chrome://settings/help.

4. Clear your Chrome cache.

5. If you recorded with the Chrome extension, keep the pinned recording tab open until you can play the video. Don't use the recovery page. That page is only for desktop app recordings.

Desktop App

If you haven’t already, please try the following:

1. Restart your device

2. Manually reinstall your Loom App Delete or uninstall your current Loom app by following the steps here. Restart your device and download the most recent app version here

   - Ensure you're opening the most up-to-date version.

3. Check your upload speed here.

   If you recorded with the desktop app and you can record but can't play the video, go to https://www.loom.com/recover-videos.

iOS App

If you haven’t already, please try the following:

1. Force quit the Loom app.

2. Check for updates. Open the App Store Search for Loom Select Update if available.

3. Re-install your Loom App.

    Delete the current Loom app (hold down on the app icon and then click 'Remove App'). Restart your device and download the most recent app version in the app store here.

4. Check your upload speed here.

    You'll need at least 5mbps upload speed to record successfully with Loom.

Android

If you haven’t already, please try the following:

1. Restart your device.

2. Re-install your Loom App

   - Delete your current Loom app - Restart your device- Download the most recent app version here. This will ensure you're opening the most up-to-date version.

3. Check your upload speed 

   here. You'll need at least 5mbps upload speed to record successfully with Loom.