If you're recording on a protected network, there can be firewalls/proxies blocking Loom. This can block your ability to record successfully.
Issue symptoms
- Repeated failed recordings (video ending prematurely, can't start a recording, etc...).
- Loom application displays as a blank box.
- Abrupt recording endings - due to 1006 websocket error.
- Recording error from Chrome.
- Loom recording fails with a pop-up - 'An error has occurred'
Here's how to fix this:
Firewall
If you have a firewall installed, you will need to allow the below Domains and Ports.
When whitelisting access for Loom, it's best to whitelist all addresses listed under "Domains" in order to ensure future services we add behind a new subdomain don't get blocked. In the case you're decrypting SSL traffic and are having issues, please turn off decryption to non-URL SSL traffic on your network.
Please whitelist:
*.s3.us-west-2.amazonaws.com |
*.logs.datadoghq.com |
*.loom.com |
icanhazip.com |
api.ipify.org |
cdn.segment.com |
api.segment.io |
*.intercom.io |
These are the whitelist specifications:
luna.loom.com |
|
| Protocols | |
wss |
https |
| Ports | |
80 |
443 |
| Domains | |
www.loom.com |
proxy.loom.com |
record.loom.com |
location.loom.com |
cdn.loom.com |
packages.loom.com |
If you want to use IP address ranges rather than DNS domains, e.g *.amazon.com , then Amazon have published a handy web page that enables you to find the IP address ranges used with AWS here.
Antivirus
If you have any antivirus software installed on your machine, try disabling it and see if that alleviates your recording issues. If you can record with your antivirus software disabled, you'll need to contact your IT Admin and request that they exempt the following processes from Antivirus scanning:
Exempt Main Electron Process:
-
macOS Desktop:
/Applications/Loom.app/Contents/MacOS/Loom/Loom.app -
Windows Desktop:
%userprofile%\\AppData\\Local\\Programs\\Loom\\Loom.exe
Exempt Recorder:
-
macOS Desktop:
/Applications/Loom.app/Contents/Resources/binaries/loom-recorder-production -
Windows Desktop:
%userprofile%\\AppData\\Local\\Programs\\Loom\\binaries/loom-recorder-production.exe
To do any of the steps above, you may need to contact your network administrator to configure your firewall and allow the above. We recommend exempting all the addresses from any type of scanning (ex: SSL decryption, Anti-virus scanning).
For additional information on our security infrastructure, read our Loom Security White Paper.
Questions, comments, concerns? Contact us here.
Happy recording! 🎥 😄