I am getting an error message when I try to start recording

[Joann Matsumoto]

When I click on Start recording for the desktop version of Loom I get a message; "oops, please try that again! We had an issue starting the recording. Please try again, and if you still encounter the issue please contact our Support team."

[Tomislav Tobijas]

Hey @Joann Matsumoto ,

The two things you can immediatelly try are:

1. Restart the device
2. Check for updates > in the app, click on .../"More" button and then "Updates"

If you're on Windows, you can also check Fallback recorder option. Go to Settings > Video & audio and scroll to the bottom. This often provides more stable recording experience if your GPU is struggling. 👀

Also, you could do clean reinstall > basically reinstall Loom. Use this link to download the latest version: https://www.loom.com/desktop.

Lastly, you could submit a support ticket through here: Need help with your Loom account? Here’s how to contact Support (and get help faster)
and I've also found out that you can submit app logs through this option:

Note that you'll need to have an open ticket before doing so. 👈
This can probably help the support team to troubleshoot things.

Cheers,
Tobi