Gathering Essential Files When Troubleshooting

If you're experiencing issues with your screen recorder app, we’ll usually need to collect logs from you to help diagnose the problem.

For faster troubleshooting, please provide a description of the issue, visual evidence, your project file, and CANVID logs generated by the app.

Generating Logs

1. Click on the menu in the upper-left corner
2. Select Generate Logs
3. Save the logs to your preferred location for easy access

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Saving Your Project File

If possible, please send us a copy of your project file as well:

1. Open your project file in the Editor
2. Click on the menu in the upper-left corner
3. Select Save Project As
4. Name your project file and choose a location to save it

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Note: You may upload and share the project file and/or any related images/video files using your favorite file-sharing solution (e.g. Google Drive etc.)

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Once you have the files ready, you may send them to support@canvid.com for further checking. You can also send us other relevant files, including screenshots and videos. These will help us greatly when trying to provide you with a solution.

Related: How to Enable and Generate a Verbose Trace Log for Support