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Troubleshooting

Troubleshooting Download Problems

Learn how to troubleshoot download problems

Why This Happens

  • Account Requirements: Downloads are available exclusively for users on paid accounts. If you’re on a free plan, you will need to upgrade to access the download feature.
  • Failed Downloads: The download process stops unexpectedly or the file is incomplete.
  • Slow Download Speeds: The download is taking an unusually long time.
  • Browser Restrictions: Your browser might have security settings that prevent downloads.
  • File Format Limitations: Downloads are only available in the original file format (typically MP4). Older recordings may be in other formats, and we do not currently offer file conversions before downloading.
  • No Bulk Downloads: We currently do not offer bulk download functionality. If you are on a paid annual plan and require bulk downloads, please contact us for assistance.

How to Resolve It

  1. Verify Account Status: Ensure you have a paid account that supports downloads. Free accounts cannot download recordings.
  2. Check Internet Connection: Ensure you have a stable and reliable internet connection.
  3. Disable Browser Extensions: Temporarily disable any browser extensions that might interfere with downloads.
  4. Update ScreenApp and Browser: Make sure you’re using the latest versions of ScreenApp and your web browser. For Chrome users, updates often include bug fixes and performance improvements.
  5. Clear Browser Cache and Cookies: Clearing your browser’s cache and cookies can sometimes resolve download issues.
  6. Check Download Location: Verify that the downloaded file is saving to the correct location on your computer.
  7. Try a Different Browser: If the issue persists, try downloading the recording in a different browser like Firefox or Safari. This is especially helpful if you’re experiencing Chrome-specific issues.
  8. Contact ScreenApp Support: If you’ve exhausted all other options, reach out to ScreenApp’s support team for assistance.

Additional Tips

  • Check File Size Limits: Ensure your recording file size is within ScreenApp’s supported limits.
  • Disable Ad Blockers: Some ad blockers might interfere with download functionality. Temporarily disable them and try downloading again.
  • Check for Temporary Server Issues: ScreenApp.io might be experiencing temporary technical difficulties. Try downloading the recording again later.