Soapbox Troubleshooting

Detailed troubleshooting steps for Soapbox issues.

Soapbox Isn’t Loading

Things aren’t loading for you with Soapbox? Start by fully restarting Chrome (quit the application if you’re on a Mac) and try again. Sometimes Chrome simply needs a restart to clear out the funkiness.

What do I do if Soapbox can’t see my devices?

First, check to make sure that Chrome can see your devices. You can see that on the Video Capture tab of your Media Internals Chrome page: chrome://media-internals/ (note: that URL will only work in Chrome since it’s a link to a Chrome settings page)

That will display the devices that Chrome can record — if it’s an empty list, then Chrome can’t detect your devices (and neither can we). We rely on Chrome’s ability to access camera and audio — so you’ll need to allow Chrome access to the hardware in order to use them with Soapbox.

Poor Quality Webcam or Audio Problems

Soapbox can be a pretty usage-intensive extension depending on your settings. If you’re having troubles with video and audio streams being captured smoothly the first step is to look into issues with your system resources. There are two main ways to do this:

  1. Use the Options for Soapbox to turn your settings down to find resolutions or frame rates that work better for your computer. You can do this by right-clicking the Soapbox icon and selecting Options — this will take you to a page where you can tweak your capture settings. Smaller videos with lower frame rates require fewer resources, so some combination of these settings should get things to both look nice and record smoothly.

  2. Quit any resource-heavy applications you might be using, as they might conflict with the Soapbox extension. Depending on what operating system you’re on this can be done in different ways. On a Mac you can use the application Activity Monitor, on Windows the Task Manager program fills that need. These applications will let you spot things using lots of RAM or CPU, and those will be the things that will impact your ability to use Soapbox seamlessly and ensure your recordings look and sound great.

Helpful details to send when you’re alerting us to an issue

Generally, it’s helpful for us to know as much about your viewing and recording environment as possible. The base level details that are helpful to send along if you’re seeing issues with Soapbox include, but are not limited to:

  • Specific version of Chrome
  • Specific version of your Operating System
  • A link to the Soapbox video in question
  • General computer specs (such as CPU cores/speed, amount of RAM, etc.)
  • If applicable, external cameras and drivers