Fix and Prevent Loom Chrome Extension Video Upload and Processing Failures

Summary

• Troubleshooting video upload or processing failures when using the Loom Chrome Extension.

• Preventative measures to avoid unplayable or unrecoverable videos.

• Best practices for successful video recording and uploading.

Solution

1. **Optimize Your Device and Browser**

• Close unnecessary tabs or background applications to free up resources.

  • Chrome extension uses the shared RAM of your Chrome browser to facilitate your recordings. If the page(s) you’re recording are resource intensive, loading those pages and using the Chrome extension can cause lag or recording issues due to heavy load on Chrome.

  • If this is the case, we would recommend you use the desktop app instead as this uses your system’s RAM and resources and won’t need to directly it share it within Chrome. You can download the desktop app here: loom.com/download.

• Ensure Google Chrome is up to date:

  • Visit `chrome://settings/help` to check for updates.

• Restart Chrome after updating.

2. **Ensure a Stable Internet Connection**

• Use a strong and stable internet connection with at least **5 Mbps upload speed**.

• Test your connection at [Speedtest.net](https://www.speedtest.net).

3. **Reinstall the Loom Chrome Extension** (if issues persist)

• Uninstall the extension:

• Go to `chrome://extensions/`.

• Locate the Loom Chrome Extension and click **Remove**.

  • Confirm the removal of the extension on the modal window.

• Restart your browser and log in to Loom.

• Re-install the extension and try your recording again: loom.com/download

4. **Recover Videos Stuck in Processing**

• If a video is stuck in processing:

  • Open Chrome’s menu: `Extensions > Manage Extensions`.

• Turn the Loom extension **off** and then back **on**.

• Wait a few minutes for the video to process and refresh the link.

Notes or Limitations

• Internal audio is only captured when using the **Chrome Tab** mode during recording.

• If a video recorded using the Chrome Extension is missing parts, recovery is not possible as parts are not stored on your local machine.