Recorder errors, meanings, & troubleshooting

The recorder in BombBomb is one of the most crucial tools to use when sending out your video emails. The recorder is powered by your computer's camera, whether it is built internally or plugged in externally. You will want to make sure that your browser is allowed full access to using your camera before you can start recording videos for BombBomb.

 

In BombBomb, we provide you with specific error messages if our recorder runs into some trouble when you are attempting to record a video. If you are running into any error messages while trying to use the recorder, luckily there are steps you can take to troubleshoot the problem.

Below are a list of those errors, what they mean, and troubleshooting steps you can use to fix:

 

 

No Camera or Microphone Found

 

 

If you are seeing the error “We can't find a microphone” or "We can't find a camera," the most common case of this is when there is no built-in camera/microphone on the computer or the external camera/microphone are not plugged in. To fix this, make sure your computer has a built in camera/microphone or plug in your external camera/microphone.

Another reason you could see this message is when your computer or camera/microphone drivers are not up-to-date. To resolve this, restart your computer and update the drivers in the “control panel” of your PC or in the “system preferences” of your Mac.

 

Camera or Microphone Permission Denied

 

This error message above will be displayed when BombBomb.com is denied access to your camera or microphone. Check out how to set your permissions for the site below depending on what browser you are using:

 

• Gmail:

 

 

 

If you have the BombBomb Chrome extension, you will see the BombBomb icon in the upper right corner of your browser screen. Click this icon.

 

 

 

You will then be taken to a page asking you to allow BombBomb to access your camera and microphone. Click the button to allow access.

 

 

 

You should then see a pop-up in your browser to allow BombBomb access to your camera and microphone. Click the "Allow" button.

 

 

 

Your screen should then show that you are connected. You will now be able to send videos from the Chrome extension as normal.

  

 

• Chrome

 

In the address bar, type www.bombbomb.com. Then click the lock icon next to the website address in the search bar.

 

 

 

Select the "Site settings" option.

 

 

 

This will open your preferred settings for the website. Underneath the "Permissions" section, you will see a dropdown next to the "Camera" option. From this dropdown, select "Allow."

 

 

 

Next to the "Microphone" option, do the same thing and select "Allow" from the dropdown.

 

 

 

Once you change these settings, you'll be prompted to reload the website. Click the "Reload" button to apply your settings.

 

• Firefox

 

Click the “x” next to “Blocked” on both the camera and microphone.

 

• Safari
  
  

 

Click the "Safari" menu dropdown and select "Settings for This Website..." where you will see the pop-up on the right. Change the camera and microphone options to "Allow."

If BombBomb is still denied the permission to access your device, this could be due to either a feature policy blocking access to the page or a non-HTTPS connection.

 

 

Camera or Microphone is Being Used

 

 

Most commonly, the error message above is displayed when your camera or microphone is being used in another program at the same time that you are using the recorder in BombBomb. To fix this, make sure you are closed out of all other video programs and applications.

 

 

Insecure Connection

 

If you are seeing the error, “We can’t load the recorder over an insecure connection,” this is due to the recorder or parent page not being able to load over a secure (https://) connection.

To resolve this, make sure the URL at the top of your page starts with https://. Keep in mind, most browsers will show a lock icon when the site is secure. This is shown in the image below from Google Chrome:

 

Unsupported Resolution

 

When you receive the error message concerning your resolution, it is most likely because the camera cannot load the selected aspect ratio (e.g., 16:9 or 4:3).

 

When choosing between widescreen (16:9) and standard (4:3), the recorder will attempt to use the highest compatible resolution possible. If no compatible resolutions are found, this message will be displayed and you should troubleshoot with the steps below:

• Try swapping between widescreen and standard by selecting the gear icon in the bottom right corner of the recorder and switching the “video size.”
• In some older machines, connecting a newer external camera may produce the best results.
  
  

 

Connection Error

 

 

 

An extremely slow connection or a case of temporary connection loss to streaming servers will cause the error message above to display on your recorder. You will want to make sure your connection is stable and has an upload speed of 5 mbps or higher for the best results.

 

To test your internet speed, follow the instructions below:

• Go to speedtest.net.
• Select “Go” and this will give you the upload and download speeds of your internet connection.

 

Another reason you might see a connection error occur can be due to a Firewall or Antivirus program blocking the connection to streaming servers. In this case, you will want to contact our Customer Care team for further assistance.