Screen Capture not loading

[AngelaThurman]

I have used the Screen Capture within Studio successfully up until this week when the Screen Capture option does not load, no pop up screen to download the recorder pops up (I have downloaded it successfully in the past but apparently, Studio doesn't recognize it bc it doesn't load)- when I click on Screen Capture, it takes me to a blank/white screen.  I have restarted my computer (Mac), I have made sure I am up to date on Chrome and have updated to Sonoma but it still won't work.  I have made sure the box is checked in Security as well- help!!

[Chris_Hofer · Accepted solution]

Hi @AngelaThurman ...

Have you tried clearing your browser cache/history and/or trying a different web browser?

• How do I clear my browser cache on a Mac?
• What are the browser and computer requirements for Instructure products?

Once you clear your cache, close down your browser completely, then re-start the browser to see if you can use the Screen Capture again in Studio.  Or, try a different browser such as Firefox.  If those both do not work, then try reaching out to Canvas Support:

• How do I get help with Canvas as a student?
• How do I get help with Canvas as an instructor?

Hope this might help in some way!  Sing out if you have any other questions about this.

[AngelaThurman]

I have tried all of those except for using a different browser- I thought that Chrome was the best browser to use, is that not the case?  Anyway, I will try Firefox and will report back!

[AngelaThurman]

@Chris_Hofer   Woohoo!  Using Firefox worked but why?  Why will it not work with Chrome?  I will be using Firefox until someone can figure that out!  Thank you very much for the band aid! 🙂 

[Chris_Hofer]

@AngelaThurman ...

Great to hear that you got things working with Firefox.  I cannot speak to why it would not work in Chrome, though.  Maybe you have something configured in Chrome that is different than in Firefox.  I'd suggest reaching out to Canvas Support so that a technician can look into this more with you.

How do I get help with Canvas as a student?

[AngelaThurman]

Thanks- it's a mystery all around!  But, at least I now have a workaround!