Troubleshooting the Screen Recorder

If you're attempting to use BombBomb's Screen Recorder but are running into issues, here are a few fixes to try.

Jump to: Mac users 

PC Users:

1. Screen Recorder Won’t Download (VPN Conflict)

If you are having trouble downloading the Screen Recorder package and you are connected to a VPN, the VPN may be causing a conflict.

Steps to resolve:

1. Right-click the VPN icon in the bottom-right corner of your screen.
2. Click Disconnect to disconnect from the VPN.

Test the download:

• After disconnecting, try downloading the Screen Recorder again.

• If it works, the VPN is blocking the download.

• To resolve, contact your IT team and request that they whitelist the following URLs:

  • https://desktop.bombbomb.io/* — Screen Recorder communication to/from the web app
  • wss://scribe2.bombbomb.com/* — Uploads video over a live connection
  • https://scribe2.bombbomb.com/* — HTTPS portion of the live connection
  • https://metro.bombbomb.io/* — Sends BombBomb basic info about the usage for certain features
  • https://lumberjack.bombbomb.io/ — Sends BombBomb diagnostic info for errors
  • https://s3.amazonaws.com/bombbomb-installers/*

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2. Camera Glitching or Audio/Video Sync Issues

If the Screen Recorder is not loading the camera, is glitchy, or if audio and video aren’t syncing, updating your graphic card drivers can often resolve these issues.

If you prefer to read, here's a step by step:

Steps to update graphic card drivers:

1. Press the Start button and type Device Manager in the search box.
2. Select Device Manager from the results.

   3. In Device Manager, find and expand the Display Adapters category.

   4. Right-click your Graphics driver (the exact name will vary) and click Update Driver.
   5. Refresh your browser and try using the Screen Recorder again.

If this does not resolve the issue, continue with the following steps:

• Uninstall and Reinstall the BombBomb Screen Recorder:
  1. Open Add or Remove Programs on your PC.
  2. Find BombBomb Screen Recorder in the list.
  3. Click Uninstall.
  4. Reinstall the BombBomb Screen Recorder here.

Mac Users:

1. Screen Recorder Won’t Download (VPN Conflict)

If you're having trouble downloading the Screen Recorder package and you're connected to a VPN, it may be causing a conflict.

Steps to resolve:

1. Click the Apple icon in the top-left corner of your screen and select System Preferences.
2. Open the Network settings.
3. In the left panel, select your VPN network and click Disconnect.

Test the download:

• Once disconnected, try downloading the Screen Recorder again.

• If the download works, the VPN is blocking the download.

• Contact your IT team and request that they whitelist the following URLs:

  • https://desktop.bombbomb.io/* — Screen Recorder communication to/from the web app
  • wss://scribe2.bombbomb.com/* — Uploads video over a live connection
  • https://scribe2.bombbomb.com/* — HTTPS portion of the live connection
  • https://metro.bombbomb.io/* — Sends BombBomb basic info about the usage for certain features
  • https://lumberjack.bombbomb.io/ — Sends BombBomb diagnostic info for errors
  • https://s3.amazonaws.com/bombbomb-installers/*

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2. Screen Recorder Only Records Desktop (Camera Access Issue)

If your Screen Recorder is unable to access your camera and only records your desktop, macOS Catalina (10.15) has permission settings for screen recording that need to be adjusted.

Steps to enable camera access:

1. Click the Apple icon in the top-left corner and select System Preferences.
2. Open Security & Privacy.

   3. Click the Privacy tab at the top.

   4. In the left panel, select Screen Recording.

   5. Find BombBomb Screen Recorder and check the box next to it.

Test the Screen Recorder:

• If the issue persists, proceed to the next step.

3. Uninstall and Reinstall the BombBomb Screen Recorder

If adjusting your privacy settings does not resolve the issue, uninstalling and reinstalling the Screen Recorder may help.

Steps to uninstall and reinstall:

1. Open Finder and navigate to the Applications folder.
2. Locate the BombBomb Screen Recorder app and drag it to the Trash.
3. Empty the Trash.
4. Click here to reinstall the BombBomb Screen Recorder

If you are still running into problems with your Screen Recorder, please contact our Customer Care team at [e-mail].