How do I report a bug from inside the app? EN

To report a bug from inside Rekorder, click the Report Bug / Feedback icon, describe the problem and click Send. For a problem with recording, a log file from the extension gives support far more to work with than a description alone.

Send a report from the feedback dialog

1. Sign in to Rekorder. You need to be signed in to send feedback.
2. Click the Report Bug / Feedback icon. The icon isn't shown on the dashboard, so open another Rekorder page first. Or write to [email protected] instead.
3. In the Feedback dialog, describe what you were doing and what went wrong.
4. Click Send. When the report goes through, you'll see "Feedback sent. We'll get back to you soon."

The dialog takes text only. You can't attach a file or a screenshot to it. Your message needs at least 10 characters. If it's shorter, the dialog asks you to describe your issue and doesn't send anything.

Rekorder sends your message together with your account's email address and name, and emails you a confirmation. Support replies by email, so check your spam folder if you don't see the reply.

If you close the dialog after typing, Rekorder asks you to confirm that you want to discard the feedback. Nothing is saved, so you'd have to start again.

For what to write, see How do I contact support?.

Add a log file for recording problems

A log file is a text file that records what the extension did during a recording. It often shows the cause of a problem straight away. It's off by default, so turn it on before you repeat the problem:

1. Click the Rekorder icon in your browser toolbar to open the extension popup.
2. Open the settings and go to the Advanced tab.
3. Turn on Logging.
4. Repeat the problem.

With Logging on, the log covers a recording that fails to start or that you cancel, as well as one you stop normally.

The feedback dialog can't carry the file. Email it to [email protected] instead, and mention in your message what you were doing. In Cloud mode, the log is also sent to Rekorder together with the recording.

In Offline mode, logs stay on your computer. The Logging setting then shows Saved logs, with a count and a Download link. The link bundles every saved log into one archive that you can send to support, and then clears the stored logs. See Cloud mode and Offline mode: which one you are in.

The full steps are in Turn on logging and send a log file to support.

When a recording fails to start

If a recording can't start, the extension shows a window titled "The recording could not be started".

• Logging is off: the window says "Logging is disabled. Click Send to report this problem manually." Click Send to report it to support directly.
• Logging is on: the report is sent automatically, so there's no Send button.
• Offline mode: nothing is sent. Use the saved log described above.
• You've hit your free limits: the start failure isn't reported, because it's expected behaviour rather than a fault. See What happens when you go over your free limits.

For the causes of this error, see "The recording could not be started".

Related articles

• How do I contact support?
• Turn on logging and send a log file to support
• Record a bug report a developer can act on
• "The recording could not be started"
• Cloud mode and Offline mode: which one you are in