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

If the Screen Recorder won't download

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

Step 1: To see if your VPN might be in conflict with the Screen Recorder, right click the VPN icon on the bottom right bar on your screen and click "Disconnect."  

Step 2: Once disconnected, try to download the Screen Recorder package again. If it works, your VPN is blocking the Screen Recorder. Send the following list of URLs to your IT team with a request that they be whitelisted so the Screen Recorder can function properly. 

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 etc

https://s3.amazonaws.com/bombbomb-installers/*

If your camera isn't loading, the camera is glitchy, or the audio and video isn't syncing

Our Screen Recorder may not function correctly if your computer's graphic card driver is not up to date. Don't worry — updating your drivers isn't a complicated issue, and you can fix it within a matter of minutes! 

To learn the simple process for updating your graphic card, check out this video or read the step-by-step instructions below!

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

Step 1: Select the "Start" button, type "Device Manager," and select the "Device Manager" option from the list of results. (Alternatively, you can right-click on the Start button and select "Device Manager.")

Step 2: Find the "Display Adapters" category and click the icon next to it to expand. 

Step 3: Right-click on the "Graphics" option (the actual option may vary depending on what type of PC you operate on) and click the "Update Drivers" option. Refresh your browser once finished and try your Screen Recorder again. 

Step 4: If this doesn't solve your problem, try uninstalling and reinstalling the BombBomb Screen Recorder. 

• Navigate to Add or Remove Programs on your PC
• Click on the BombBomb Screen Recorder and click "Uninstall."
• 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 support@bombbomb.com.

Mac users

If the Screen Recorder won't download

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

Step 1: To see if your VPN might be in conflict with the Screen Recorder, click on the Apple icon in the upper left corner of your screen and click "System Preferences." Select the "Network" icon. Then, in the left panel select your VPN network. Click "Disconnect."

Step 2: Once disconnected, try to download the Screen Recorder package again. If it works, your VPN is blocking the Screen Recorder. Send the following list of URLs to your IT team with a request that they be whitelisted so the Screen Recorder can function properly. 

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 etc

https://s3.amazonaws.com/bombbomb-installers/*

If your Screen Recorder can't access your camera and only records your desktop 

The macOS Catalina (10.15) has permission settings for screen recording, and you must update your privacy settings. Here are the steps to allow the BombBomb Screen Recorder:

Step 1: Click the Apple icon on the top left corner of your screen. Select "System Preferences." Next, select "Security & Privacy."

Step 2: Select the “Privacy” tab at the top. Click on Screen Recording to the left and put a check mark next to BombBomb Screen Recorder.

Step 3: If this doesn't solve your problem, try uninstalling and reinstalling the BombBomb Screen Recorder. 

• Open your Finder window and click on the Applications folder on the left side.
• Drag the BombBomb Screen Recorder icon to the Trash.
• Empty the Trash.
• 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 support@bombbomb.com.