The Loom app closes abruptly

[Nicolay A M Worren]

When I open the Loom app, it appears as normal, but after I hit "Record", it closes abruptly after a few seconds. 

[Amanda Barber]

Hi @Nicolay A M Worren!

Are you using the Chrome app, Desktop app, or iOS? 

[Nicolay A M Worren]

Chrome, using Desktop app

[Nicolay A M Worren]

I need to use the Desktop app because when using the the Chrome extension, the video bubble moves behind the PPT slide that I am presenting

[Amanda Barber]

Have you tried any of the following?

Desktop App

1. Restart your device This will clear any bad states 

2. Check for updates Open the Loom app. Click the ... app menu in the top right. Select Updates 

3. Manually reinstall your Loom App Delete or uninstall your current Loom app following the steps here. Restart your device. Download the most recent app version here. Ensure you're opening the most up-to-date version.

4. Check your upload speed here. You'll need at least 5mbps upload speed to record successfully with Loom

5. Window Devices only - Enable your Fallback recorder here. This will help to provide a more stable recording experience.

[Nicolay A M Worren]

Thanks, will try

[Nicolay A M Worren]

When clicking "Setting", it crashes

[Amanda Barber]

I would recommend starting with uninstalling the app, restarting your computer, and then reinstalling the app.

[Amanda Barber]

You can also reach out to support: https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

[Tomislav Tobijas]

@Nicolay A M Worren if you do manage to troubleshoot this, it would be great if you could share it here.

For about 2-3 weeks now, my desktop app has been experiencing some hiccups. For example, I select a window, configure all settings, and then when I hit record, the app just crashes.

I did try a quick reinstall, and it may have worked the first time, but after that, it started crashing - same as before.

I didn't have time to check it out, but it could be either the newest Loom version or issue after a Windows update that's causing this 👀