Unable to Start a recording (Windows Desktop App)

Issue:

Unable to start a recording while using the Loom Desktop app on a Windows device. After clicking Start Recording, the app hangs and shows a continuous spinning wheel.
Screenshot 2024-06-10 at 1.12.28 PM.png

Troubleshooting steps:

Your computer’s antivirus (Windows Defender) could be preventing the app from recording.  To help resolve this issue please try the steps below. 

  1. On your Windows device navigate to: StartSettings Update & SecurityWindows SecurityVirus & threat protection.

  2. Under Virus & threat protection settings, select Manage settings.
    Screenshot 2024-06-10 at 2.15.22 PM.png

  3. Then under Exclusions, select Add or remove exclusions.

  4. Select Add an exclusion, and then Process. Exclude the following process: loom-recorder-production.exe

    Screenshot 2024-06-10 at 2.15.01 PM.png
  5. Then repeat process and submit a Folder exclusion. Exclude the following folder: %USERPROFILE%\Videos\Loom\Temporary

  6. Thats it! Restart your app and try to record again. 📹

 

Questions, comments, concerns? Contact us here.  

Happy recording! 🎥 😄

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