Troubleshooting: Change Browser's Hardware Acceleration Setting

Troubleshooting for:

  • A video frame that appears black, green, or blank during the Studio recording session
  • Editor is stuck or unable to open a recording 
    • You may see:
      • "An unexpected error happened. Please reload the application." or
      • "WebGL is not supported. Access your browser settings and enable hardware acceleration from your browser to get the full editor experience."

Your browser's Hardware Acceleration setting might be causing an error. Follow the steps below to change the setting in Google Chrome or Edge.

Suggested Troubleshooting Steps

  1. Using the same computer, copy and paste this link into a new tab in your browser's address bar:
    chrome://settings/system
  2. Press Enter to open its settings System page.
  3. Under System, click the toggle next to Use hardware acceleration when available to turn it on or off.
    hardware-acceleration_enabled.png
    IMPORTANT:
    Change the Hardware acceleration option from whichever state it was in during the error.
    Generally, it should be enabled for the Editor.
  4. Click Relaunch or Restart.
    Your browser closes all pages and applies the new setting.
  5. Reopen the Studio page or Editor to check if the error is resolved.

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