Techsmith Relay (Hosted): An Unknown Error Has Occurred. Please Try Recording Again. If This Problem Persists, Please Contact Technical Support.

Problem

When attempting a video capture with the Relay Recorder for Windows, the following error is displayed:

An unknown error has occurred. Please try recording again. If this problem persists, please contact Technical Support.

2019-05-10_15-06-10.png

 

Solution

If you are running a Windows 7 machine, please try the steps below.

  1. Exit Relay Recorder. Confirm that it is not running in Task Manager.
  2. Press Windows+R on your keyboard to open the Run window.
  3. Type the following and click OK: regedit
  4. Browse to HKEY_CURRENT_USER\Software\TechSmith\Features\RelayRecorder.
  5. Click the RelayRecorder folder.
  6. Right-click the UseAlternateWin7Encoder item on the right and select Modify.
  7. Change the Value data field from 1 to 0, and press OK (if this value is already set to 1, change it to 0)
  8. Close the Registry, and open Relay Recorder, and try a new recording.

Otherwise, please create a ticket from the link at the top of the page.