Turn on logging and send a log file to support EN

A diagnostic tool, not a setting to leave on. Here is when to reach for it.

Logging makes Rekorder keep a technical record of what happens while you record, so support can see why something went wrong. Turn it on before you reproduce a problem, then turn it off again. It's meant for troubleshooting, not for everyday use.

When to use it

Use logging when support asks for a log, or when a problem keeps happening and you can repeat it. Examples are a recording that fails to start, stops by itself, or has stutter, missing audio or a missing camera.

If the problem only happened once and you can't repeat it, a log won't have captured it. In that case, describe what happened when you contact support.

Turn logging on

Click the Rekorder icon in your Chrome toolbar to open the popup.
Open the settings and select the Advanced tab.
Switch on Logging.
Make the recording that has the problem. A recording that fails to start, or that you cancel, is logged too.
Stop the recording, or let it fail.

Switch Logging off again once you have what you need.

What happens to the log

What you do next depends on whether you use Rekorder in Cloud mode or Offline mode. Not sure which one you're in? See Cloud mode and Offline mode: which one you are in.

In Cloud mode

When the recording stops, Rekorder sends the log to Rekorder automatically and attaches it to that recording. You don't have to find or attach a file. When you contact support, tell them which recording it was.

A few things to know:

If you delete the recording when you stop it, its log isn't sent.
If a recording fails to start and logging is on, the log is sent automatically.
If a recording fails to start and logging is off, the error message offers a Send button. Select it to send the details of that one failure. You don't need to turn logging on first.
If a recording fails very early, before the recorder tab opens, the log is saved as a .log file in your Downloads folder instead. Attach that file when you contact support.
Recordings that fail because you reached a free limit aren't logged. That's an account state, not a fault.

In Offline mode

Nothing is sent anywhere. Rekorder stores each log on your computer, and you send them yourself.

In the popup, go to Settings, then the Advanced tab.
Under Logging, look for Saved logs. The number in brackets is how many logs are stored.
Select Download. Rekorder bundles every saved log into one .zip file and downloads it.
Attach the .zip file when you contact support.

Downloading the archive clears the stored logs, so the count goes back to 0. If the line reads Nothing to download, no logs have been saved yet.

What a log contains

A log is a plain text file. It lists what Rekorder did during the recording, with a time next to each line, plus details such as:

your Rekorder version and browser
the capture mode and whether the camera and microphone were on
messages from the recorder, including errors

It may also include the address of the tab you were recording when a failure involves that tab. It doesn't contain your video or audio. If you're recording something confidential, see Record something confidential.

Very long logs are cut off at a fixed length, and the log says so where it stops.