I cannot record using Loom - issue starting recording

[Jonas Gruber]

[Samuil Enchev]

Hi @Jonas Gruber,

I'm sorry to hear that you're having issues  starting a recording in Loom.

The best way to get this resolved is, as @Kristian Walker _Adaptavist_ suggested, to raise a ticket with Loom support directly. 

As per the article he shared, the way to do is to:

1. Sign in to your Loom account.

2. Click the “?” help button at the lower-right corner.

Hope this helps!

Best,
Samuil

[Angeline Soon]

I am experiencing the same issue as the OP, and have opened a Loom Support Ticket. 

A temporary workout is to use Chrome Extension - workable but not ideal. 

[Angeline Soon]

Quick update:

I had "No Microphone" selected - and with that setting it will give me the "Oops please try again" error message.

If I set the microphone to my computer's microphone, and then click "Start recording", then I was able to record successfully. 

Someone please try this and let me know if this actually is the problem. Good luck. 

[Arc230]

Same for me "

Hi everyone,

I’m currently unable to record any videos using the Loom desktop app and keep getting the same error message. I'm hoping someone here might have a workaround or fix!

The Error: "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."

What I've Already Tried (Without Success):

Resetting the Loom app.

Standard uninstall and reinstall.

Deep uninstall using App Cleaner to completely remove all lingering old files, followed by a fresh reinstall.

Manually deleting the folder under Loom/Temporary.

None of these steps have resolved the issue, and the error persists every time I hit record.

My Setup:

Operating System: MAC 26.3.1

Loom App Version: Loom Version 0.355.2

is the newest version of Loom available.

Has anyone else run into this specific roadblock recently? Are there any hidden cache files, camera/mic permission bugs, or background processes I might be missing?

Any help would be hugely appreciated!

[Arc230]

@Jonas Gruber  It works with Chrome extension , only App has this problem, new version has some bugs, need fixing . Every time you click record a temp file created again & again. but not uploaded. any way for now it is working in chrome extension. Support team need to fix the Desktop version

[Anurag Vipin Vaidya]

Hi @Jonas Gruber 
This error is usally caused by a permission issue, an outdated Loom installation / extension a browser conflict rather than recording settings themselves. Based on loom's troubleshooting guidence try this steps 

• restart your browser and computer 
• update loom and browser to the latest version 
• Clear browser cache 
• Verify that loom has permission to access screen Recording , camera and microphone in your OS setting.

[Nikola Perisic]

Hi @Jonas Gruber 

Is this the desktop app that you are currently using? Have you tried with chrome extension? If it doesn't work with the extension, try in incognito mode or clearing the cache.

I see that the request for an Atlassian support engineer has been started. If none of the previous steps doesn't work, wait for their response.

[Kristian Walker _Adaptavist_]

Hi Jonas,

I have clicked the Request Assistance button so that Atlassian support can look into this issue for you. 

You may also want to follow the steps on the page below to raise a support request with Loom Support to ask them to look into this issue for you. 

* https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201 

Regards,

Kristian