[ARCHIVED] Some buttons of the screen recorder for Canvas Studio suddenly stopped functioning

[AimeeESL]

I have been recording with Canvas Studio. It was great! However, something changed. Now, after the screen recorder opens, I can no longer select the buttons "Webcam" and "Both" as I did previously. I click on them, but nothing happens. I'm not sure why this function stopped working; maybe because I updated my Mac OS to Big Sur…? I was thinking of uninstalling the screen recorder and reinstalling it, but I don't know how to uninstall the screen recorder from my Mac. Can anybody tell me how to do that or let me know if you have a different troubleshooting suggestion?

Thanks, 

Aimee

[zsgoreczky · Accepted solution]

Hello All, 

This issue is indeed related to BigSur and we are working on its fix now. I apologize for all the hardships it has caused. I will update this thread once the fix it out. 

Thanks, 

Zsofi

[scottdennis]

Hi Aimee,

Uninstalling and reinstalling is one good idea.  Can you delete the application from your application list on your mac and try reinstalling.  Is there another computer you could test on to see if you get the same result? Do you need to re-enable a camera permission somewhere?

[TammyH]

I am experiencing the same issue. The webcam and both buttons are grayed out and cannot be selected. But the screen record only works and the webcam works if you choose it from the "record" menu on the studio page. 

Running macOS Big Sur 11.0.1 on a MacBook Pro.

I also reinstalled the Screen Recorder app.

In my settings > Privacy > the Screen Recorder app has permission for camera, mic, and screen record.

[scottdennis]

I have been wondering if this issue is related to Big Sur.  Did you both possible update to Big Sur around the same time this started happening with Studio?

[thasheider]

I updated last week and didn't need to use Studio until today. 

It is likely related to the new OS, but unfortunately, the responsibility lies with Instructure to make their stuff work with Apple... not the other way around.

Here is a video of my experience today

https://drive.google.com/file/d/17ThHcfvoFI5RESr0vNngPjezXC1LHs7y/view?usp=sharing

[AimeeESL]

Yeeesssssss! Thank you for going to the trouble to record the problem and your efforts at troubleshooting. This is exactly what I've experienced.

[scottdennis]

If the issue is indeed that Studio isn't working correctly with Big Sur, then you are absolutely correct that it is Instructure's responsibility to get things working correctly.  I'll check with our friends in Support to see if there is a known issue with this.  Thank you for the video documenting your experience.  That should be helpful in figuring out what is happening.

[scottdennis]

OK, I heard back from one additional person who is running Big Sur and using Studio and they also said those two buttons are not working.  I also checked with Support and it doesn't look like anyone has reported this in a support ticket.  Would one of you mind filing a ticket and sending me the ticket number so I can can ask to have it escalated?

[thasheider]

Support Ticket #07018097

[scottdennis]

Thanks!  I'll pass this along to our support team.

[MoCoffee]

Hi,

Has this issue been resolved or is there a work around? I’m having this problem as well.

[AimeeESL]

As far as I know, it has not been resolved, and I cannot offer a work around. Frustrating. 

[AimeeESL]

Hello there,

A couple of people have recently posted about a resolution or work around for the problem of Studio record buttons not functioning after updating to Big Sur on a Mac. I originally posted about this issue at the beginning of last month. You were kind enough to take it up with support staff. Do you happen to know if there has been any progress towards a fix?

Thanks for your help.

Aimee

[gturner1]

Yep, same issue, it just won't run properly in Big Sur. I'm surprised this still hasn't been fixed, especially given how many of us are relying on remote teaching at the moment.

[vvanry]

I am experiencing the same issues. Can't wait to see this resolved.

Veronica

[willmoin]

I don't have Big Sur (my macbook wouldn't take it) but I wondered if anybody was able to repeat the issue when using the Free version of Screencast-o-matic? Reason being that I believe it uses a different version of the same recorder app, it won't work with Studio but I think it would give us an idea of the problem. In the past it looks like the version in Studio seems a bit behind (I needed to have it allow recording of desktop audio which SCOM does but not Studio) - Instructure seemed to be a bit quiet about it which made me think that they don't seem to have much control over it. Same as asking them about the captioning tool and any improvements to it. https://screencast-o-matic.com/tutorials

[gjarrett]

I just tried Screencast-O-Matic on my M1 MacBook Pro with Big Sur, and it did successfully record the screen and webcam.

I hope that Instructure updates the Studio code soon to make it compatible. I have had to fall back to OBS which is much less convenient, and has its own compatibility issues.

[willmoin]

Thanks for giving it a go. Recording in OBS/PowerPoint are workarounds but we always saw Studio as being able to do all of the 'heavy-lifting' for staff: choosing what format video to save to, where to save it, uploading etc. It rather undoes all our hard work showing staff the benefits of using Studio, so yes fingers crossed!

[zsgoreczky · Accepted solution]

Hello All, 

This issue is indeed related to BigSur and we are working on its fix now. I apologize for all the hardships it has caused. I will update this thread once the fix it out. 

Thanks, 

Zsofi

[thasheider · Accepted solution]

I just tried today and it worked! So I guess the Canvas engineers fixed it! 🎉🙏🏼

[gjarrett]

I have successfully recorded one video using Studio on my M1 Mac with MacOS Big Sur 11.2.3, so I agree that it seems to have been fixed.