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Fix macOS screen recording issues

Contributor Support
  • Updated

If you're using a Mac computer, you’ll need to make changes to your security settings to allow screen recording and microphone access for the recorder. Use the troubleshooting tips in this article if you're having trouble making changes to your permission settings and recording your screen. 

Sometimes you may run into a problem that prevents you from recording your screen. You can use the troubleshooting tips in this article to resolve this issue.

Start here:

  1. Find out if your Mac meets our system requirements:

    • Operating system: OS X 10.15 or higher
    • Browser:
      • Chrome, Firefox, Edge (current version and previous version)
      • Safari: Versions 14.0-15.3 only
        We're currently unable to support Safari 15.4.
    • Upload speed: At least 3.0 Mbps
    • Maximum screen resolution: 1920x1080
    • Screen ratio: 16:9

  2. Make sure you've followed the steps to allow microphone and screen permissions.

    Remember: You need to quit and reopen the browser before the system can apply the changes. 

 

If you still can't record your screen, try this instead: 

Remove the existing screen recording permission.

If your Security & Privacy settings show that you've already turned on these permissions for your browser, you might need to remove the screen recording permission and then add it again.

Screen_Shot_2022-03-21_at_4.41.57_PM.png

 

To reset the screen recording permission, follow the instructions below:

  1. Open System Preferences, and then click Security & Privacy Screen_Shot_2022-03-18_at_3.33.59_PM.png.
  2. Click the lock icon Screen_Shot_2022-03-18_at_3.04.08_PM.png at the bottom-left of the screen and enter your administrator password.
  3. Click on the Screen Recording option in the menu to the left.
  4. Select the web browser you're using to complete your test.
    mceclip0.pngNOTE: You won't find the UserTesting recorder in this list. Instead, you should locate the web browser you're using (ex. Google Chrome).

 

The next steps you'll need to take depend on your macOS:

For macOS Catalina 10.15

  1. Deselect your web browser by clicking on the checkmark. 
  2. On the prompt that appears, click the Quit & Reopen button to close and restart your browser.
  3. Go back to your System Preferences and add the checkmark next to your browser. On the prompt that appears, click the Quit & Reopen button to close and restart your browser again. 
  4. Once you've completed these steps and restarted your browser, you should be able to complete your test. 

For macOS Big Sur+

  1. With your web browser selected, click the remove buttonScreen_Shot_2022-03-18_at_3.15.40_PM.png to remove the browser from the list. 
  2. Click the add buttonScreen_Shot_2022-03-18_at_3.18.54_PM.png, and then use the Finder( the search function) to locate your browser application. Double-click the application to add it to the list. 
  3. On the prompt that appears, click the Quit & Reopen button to close and restart your browser.
  4. Once you've completed these steps and restarted your browser, you should be able to complete your test. 
 
 

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