Possible reasons and solutions:
1. Network Connection or Other Unexpected Reasons
Please restart your computer and re-open the browser to try again.
2. Update and Restart
- Check if you're using the latest browser version. For example, in Chrome, click the three dots in the top right corner, select Help, and then select About Google Chrome to check for updates.
- Ensure our browser extension is up-to-date. Then, restart your computer and browser to see if this resolves the issue. Related instruction: How to update the AwesomeScreenshot extension to the latest version manually?
3. Immediate Action Required
You may have landed on a specific page where you need to take an action to continue using our product, such as clicking Cancel on that page.
4. Disable And Then Re-enable Our Extension
- Click the Extensions icon located in the top right area of your browser's address bar.
- Click "Manage extensions" from the pop-up menu.
- Find our extension/add-on in the list. Disable and then enable our extension/add-on.
5. Reinstall Extension
If updating doesn't help, try removing the extension, reinstalling the latest version, and then restarting your computer and browser.
6. Extension Conflict
If the issue persists, it might be caused by a conflict with another extension.
You may create a new browser profile such as a new Chrome profile and only install our extension. Click your profile icon from the top right corner, and then select Add.
Identify the Conflicting Extension
Restart your computer and reopen the browser to try again. If the issue disappears and later you find an extension that conflicts with ours, please let us know the name of that extension.
7. Record and Report
- If our extension for that browser still cannot work, you may use AwesomeScreenshot Desktop App for Windows, AwesomeScreenshot Desktop App for Mac, Awesome Screenshot Website Recorder, or Awesome Screenshot extensions for other browsers such as the AwesomeScreenshot Edge Add-on to record.
- If the issue is about our extension, begin by using our extension to record a video or capture screenshots. Then, use our website recorder, desktop app, or another browser extension to record the entire process, and vice versa.
- kindly send us screenshot(s) of the error message(s) or send the shareable link of the recording for our investigation. Highlight the problem with your mouse cursor and note the time it occurs.