Recording a video is unavailable

[Trixie Macario]

Hi! The recording option in loom is unavailable to me and the option is grayed out with a lock icon beside "Start Recording" I have already updated my Google Chrome version to it's latest version but it still doesn't work.  Please assist. Thank you!

[Amanda Barber]

I would check that you're using the workspace you have the ability to record in. You can check your workspace by:

Desktop App

1. Open the Desktop app and select the '...' located in the top-right corner.

2. Go into Settings and then select Preferences 

3. Here, you can view the account currently logged in, which should correspond to the one where you've upgraded your plan. If it doesn't match, you can sign out and sign in with the correct account.

If you've recorded videos using a Starter Free account, you have the option to downgrade them and then re-upgrade them to the Business account if needed.

Chrome Extension

1. Visit your Loom Personal Settings.

2. From here, scroll down to contact info. You should then see what email you are currently logged into. 

You can be logged into different accounts between the Desktop app and Chrome extension. We suggest you check that you are logged into the desired account for both recorders.

[Brittany Soinski]

Hi Trixie,

Please contact technical support here: https://support.atlassian.com/loom/

[Kris Klima _K15t_]

Hi @Trixie Macario 

Generally speaking, both Loom and your browser need a permission to use the camera and the microphone. 

Windows and Mac have that in system settings under privacy/security.

That'd be the first thing I'd check.

[Trixie Macario]

Hi Kris,

Both Loom and my browser already allows my mic and camera to be used. Please see the attached photo for your reference on what I can see on my end..