Troubleshooting

Troubleshooting

Find your symptom below and follow the link. Most problems have a quick fix, and none of the fixes on these pages touch your saved clips.

Find your problem

Symptom	Go to
Pressing the save shortcut does nothing	Recording: shortcut does nothing
Black clip, or the wrong monitor recorded	Recording: black or wrong screen
A capture border appears	Recording: capture border
"Performance warning" or uneven clips at high FPS or 4K	Recording: performance warning
Codec shows H.264 although HEVC is selected	Recording: encoder fallbacks
AMD: capture restarted a few minutes into a session	Recording: AMD notes
A clip ends a little before I pressed save, or has a gap	Recording: recovered clips
Replay buffer drive is full	Recording: disk space
Game not recognized, or clips filed under Desktop	Recording: game detection
Older clips disappeared	Storage limit
The Library says it can't read the clip folder	Library: use Try again, Open folder or Choose another folder; recording carries on
The input overlay isn't in my saved clip	By design: it's added when you export. See Overlays
"Flashback shortcut unavailable" notice	Shortcuts: conflicts
Picture late against sound in a Windows player	Audio and video sync
No sound, no microphone, or the wrong headset recorded	Audio: no sound
Crackling, popping or dropouts, or "Your microphone is dropping audio"	Audio: microphone dropouts and crackle
Can't hear my voice or the game separately in an editor	Audio: editable tracks
Audio out of sync	Audio: sync
Excluded app still audible	Audio: app exclusion
Voice commands don't trigger, or trigger by themselves	Audio: voice commands
Tray says Voice controls · Needs attention	Voice commands: troubleshooting
Windows SmartScreen warns about the installer	Install: SmartScreen
Check for updates fails, loops, or offers Download installer	Updates: repair
"Flashback could not start"	Install: won't start
Two copies of Flashback in Installed apps	Install: two copies
Going back to an older version	Install: going back
The Cloud tab says Cloud isn't open yet	Cloud: not open
Can't sign in to Cloud, or an upload is paused	Troubleshooting Cloud
"Try again tomorrow" in Cloud	Cloud: daily limits
Deleted my Cloud account and want it back	Cloud: deleting your account
Link doesn't preview in Discord, or friends can't see a clip	Troubleshooting Cloud

Before you ask for help

A good report gets a fix faster. Have these ready:

1. Your Flashback version. It's shown in the Flashback window's sidebar and in Settings > App updates. The Report a bug button there fills it in for you.
2. The game, and whether it was windowed, borderless or fullscreen.
3. What you pressed and what happened instead.
4. Your recording settings: preset, resolution, frame rate, codec, capture method and display.
5. Your graphics card (NVIDIA, AMD or Intel) and whether a laptop has two GPUs.
6. Diagnostics, if asked. Use the Diagnostics button at the bottom of Settings, check the redacted text, then copy or save it. Don't send raw log files. See Diagnostics and logs.

Then use the support form. Every message gets a reference number, and a person replies by email within two business days. More options are on Getting help.

Quick fixes that solve a lot

• Update to the latest version. Many issues are already fixed. Open the window and use Check for updates, or install the current version from flashbk.gg. Installing over the top keeps clips and settings.
• Update your graphics driver. Capture and hardware encoding run through it.
• Pause and start the buffer from the tray after changing displays or audio devices.
• Try the Balanced preset at 60 FPS to rule out a profile that's too demanding.
• Run Capture health on a problem clip (three-dot menu in the Library) to see whether the file's timing and sync are actually off.

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Related pages: FAQ · Known limitations · Getting help