Troubleshooting: recording

Common recording problems


If you are having trouble recording, walk through the following steps.

  • Update your browser to the most recent version.  
  • Set your browser permissions for Flash, Camera, and Microphone to "Allow."
  • Test your recording equipment in a different app (such as Photobooth, Facetime, Skype, OnlineMicTest.com)
  • After verifying that your recording equipment works in a different app, be sure to close out the application, because your camera can only be used by one application at a time.
  • Make sure you have a 0.5Mbps (500K) or better upload speed by testing your connection below. We strongly recommend a wired connection on the recording computer. (Using a USB extension or longer network cable if needed to optimally position your camera.)

 

If you are still unable to record in your particular environment, you may wish to upload your video or record in a different environment (different computer and/or internet connection). 

The most common issue with recording stems from Adobe Flash not being enabled correctly, so you may wish to go through the Adobe Flash guide again.  Please note that mobile devices do not support Adobe Flash.  If you wish to record on a mobile device, you will need to use the GoReact Recorder app (or upload your video).

Chromebooks

GoReact's video features can be resource-intensive (especially on stimulus activities where two videos stream simultaneously). Due to the widely varying hardware and (often limited) system resources in Chromebooks, GoReact may not perform well or work at all in some cases. In our testing, more robust, higher-end Chromebooks generally work fine, while less expensive and/or older Chromebooks will struggle. If your GoReact experience on a Chromebook isn't satisfactory, you'll need to use a different device.

Failed recordings and error messages


Black recording screen

A black recording screen generally means that Adobe Flash hasn't been enabled correctly. Walk through our Adobe Flash guide to get Flash enabled.

The "Add Video" button is grayed out

If the "Add Video" button is grayed out on your dashboard, one of the following typically applies:

  1. The course is expired - videos cannot be submitted to expired courses.
  2. The course is not yet active - videos cannot be submitted to a course until the Start Date. Please contact your instructor if the course should be available now.

The Record Screen video preview is frozen (or blank)

A frozen (or sometimes blank) "preview" window on the "Record" screen usually indicates that another application or browser is already using the webcam, or that Adobe Flash hasn't been allowed access to the camera. Make sure that other apps that use your camera (like Skype, Facetime, etc.) are closed, then use the browser refresh button to reload the GoReact recording screen.

I get the error message "Can’t Connect to Media Server"

If this message appears, it typically means something is interfering with the recording connection. Try recording in GoReact in a different browser (Chrome, Firefox, Edge, or Safari).

If it works in a different browser, you most likely have a browser-specific plug-in interfering with Flash/camera access in the first browser. See our steps above to check Flash or simply record using the browser that does work.

If you can't record in any of your browsers, you may have a network-related issue. You’ll need to either:

  1. Try recording from another location (on a different network connection).
  2. Contact your network administrator and have them ensure that the network considerations in this guide are being met.

Recording stops unexpectedly

Because live recording requires a reliable internet connection to stream to the GoReact servers, an interruption to that connection would stop the recording. If you can determine that your connection has been restored, click the "Resume" button to continue recording from where you left off. If the connection is interrupted for a long enough period of time, the recording session will be terminated and you will need to start again.

If the connection is lost during a test activity and the session is terminated, you will not be able to resume. The instructor must delete the partial recording before a new one can be submitted.

My video quality is choppy/blurry/poor

GoReact captures the video delivered by your webcam according to your webcam quality, environment lighting, computer performance, AND the speed/reliability of your internet connection. (Please note that virtual desktop environments will not work well with GoReact and will cause lag and choppy video quality.)

If the video quality is poor, do the following:

  1. Run through the Video recording checklist to make sure you've optimized your recording environment for the best possible quality. That includes lighting, computing power, and internet connection.
  2. If you are still unable to make a quality recording in your particular environment, you may wish to either record with offline equipment (camcorder or mobile device) and upload your video, or record in a different environment (different computer and/or internet connection).

My audio level is too low or too high

To ensure your video has sufficient audio, make sure to select your microphone from the drop-down menu on the upper left of the recording screen. Then, you can watch the audio meter on the lower left-hand side of the recording screen. Yellow is too quiet, green is good, and red is too loud. Also, make sure to check the volume slider next to the audio meter on the lower left. If this is set too low then GoReact will not pick up any sound.

GoREACT-v3-audio-bars.png

If you do all of this and still do not have sound. Make sure your browser and Adobe Flash is up to date: Adobe Flash.

The audio quality is garbled/poor

This could result either from the mic/camera being too close or too far from the presenter, or poor microphone hardware. Do some test recordings with various distances to identify which is causing the issue. If needed, try recording with another webcam. GoReact will record whatever audio is sent to us from the recording hardware.

There is no audio on my recording

To ensure your video has audio, make sure to select your microphone from the drop-down menu on the upper left of the recording screen. Then, to make sure that GoReact is picking up the sound, you can watch the audio meter on the lower left-hand side of the recording screen. Yellow is too quiet, green is good, and red is too loud. Also, make sure to check the volume slider next to the audio meter on the lower left. If this is set too low then GoReact will not pick up any sound.

GoREACT-v3-audio-bars.png

If you do all of this and still do not have sound. Make sure your browser and Adobe Flash is up to date: Adobe Flash.

Flash can't access my camera and microphone

If Flash is enabled, but you are unable to see the camera, walk through our troubleshooting: camera guide

Additionally, if GoReact is loading in an iFrame in Chrome (usually in an LMS (Canvas, Blackboard, D2L, etc.)), Flash may be unable to access your camera and microphone. There are two ways to resolve this issue:

  1. Contact your instructor or LMS admin and have them enable the option to open the GoReact tool in a new tab/window. 
  2. Switch to a different browser (Firefox, Edge, Safari).
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