How to Troubleshoot Recording Problems

Fix errors that commonly arise when recording or uploading audio and video in Learning

Hannah Walt avatar
Written by Hannah Walt
Updated over a week ago

In This Article

Troubleshooting Techniques For All Devices

Follow these tips to ensure that your recordings upload properly in Learning.

  • Verify that your file conforms with Learning's Video Performance and Uploading Preferences.

  • Update your browser and clear its cache and cookies. Learning recommends Google Chrome for the best user experience.

  • Close unnecessary applications and tabs while uploading video.

  • Try recording or uploading video in an incognito window; this will disable any browser extensions you've installed. If you're able to record in Learning without issue, a misbehaving extension may be the source of your problem.

  • Uninstall and reinstall the Learning Recording extension.

  • Check the internet speed at your current location.

  • Restart your device.

For webcam, audio, and screen recording: verify that your browser is allowed to use your camera and microphone.

To grant recording permission:

  1. In Google Chrome, select the three-dot icon in the upper right corner of the screen, then select Settings.

  2. Select Privacy and Security from the left menu.

  3. Select Site Settings, then locate the heading "Permissions."

  4. Under "Permissions," select Camera and Microphone. Ensure that Learning is among the sites permitted to use these.

Allow Chrome to Record Your Screen

Mac users may need to give Chrome permission to record their screens.

  1. Open System Preferences, then select Security & Privacy.

  2. On the Privacy tab, locate Screen Recording in the left menu.

  3. Make sure the box next to Google Chrome is checked. If it's not, click the lock icon to make changes to your privacy settings. Check the box next to Chrome.

  4. Restart Google Chrome.

πŸ’‘ Tip: right click this image and open it in a new tab for a larger view.

Reset Permissions in Chrome

Chrome's security settings may be discreetly changed when Google updates the browser. Screen recording is sometimes affected.

To reset permissions, navigate to Chrome's settings by selecting the three-dot icon in the upper right > select Settings > Privacy and Security > Site Settings > then select "View permissions and data stored across sites."

Search for "", select the right-facing arrow alongside it, then click the button that reads "Reset permissions."

Return to Site Settings > select Cookies and site data > confirm that "Allow all cookies" has been enabled.

Troubleshooting Errors on Lenovo ThinkPads

If users working on a Lenovo ThinkPad are having trouble with sound or capturing audio, follow these steps:

1. First, if you're using Windows 10, try the steps outlined in the Windows audio troubleshooter.

2. Check sound settings by right-clicking on the sound icon found in the Windows 10 taskbar. Select Open Sound Settings. Inside Sound Settings, make sure in the section Choose your output device the appropriate device is selected, and the volume is not set to mute. Then select App volume and device preferences, and make sure the apps being used are not muted.

3. Uninstall and update the sound driver from Device Manager. Select the Windows icon and choose Device Manager. From there, select the Sound, Video and Game Controllers option and then right-click on High Definition Audio Device > Uninstall Device > Restart the PC.

To update - follow the same steps as above, but instead of selecting Uninstall Device select Update Driver. Next, select the search automatically for updated driver software and then restart the PC.

4. Change default sound format. Right-click on the sound icon in the Windows 10 taskbar and select Sounds. In Playback, select the default device and then choose Properties.

In Properties, select the Advanced tab. Under the default Format, alter the sample rate and bit depth until one of the settings works.

Select 24 bit, 44100 Hz or 24 bit, 192000 Hz first. Select Apply and OK to save the change.

5. Restart Audio Services. Right-click the Windows icon and select Run. Type services.msc. and select OK. Scroll down to Windows Audio and double-click to open the menu.

If the service has been stopped for any reason, the system audio will not function correctly.

Restart the service by double-clicking and selecting Start. Double-check the service start-up type. Audio services should be set to Automatic by default. Select Apply.

Visit Lenovo Support Resources for more information.

Frequently Asked Questions

Q. When I try to upload my recording I see an error message that reads "site under heavy load." What does this mean?

A. It means the destination server is receiving more traffic than it can handle. Some requests are slowed as a consequence or stopped altogether. Users unaffected by slowness will not see an error message. Wait a while for the congestion to clear, then retry your upload.

Q. Are there any size restrictions when uploading video files to Learning?

A. The maximum file size is 1 GB. Accepted file types include: webm, mkv, flv, vob, ogv, avi, mov, wmv, mp4, m4v, mpeg, swf, and 3gp.

Q. Can users record their screen and camera (facecam) at the same time?

A. No. As a workaround, instruct users to record themselves using a tool such as Loom, which allows users to record their face and screen simultaneously. Upload the resulting video to Learning.

Q. Can I mute my computer's internal mic when completing a screen recording?

A. Yes, check out this article for a walkthrough.

Questions? Please contact the Support team at

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