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.

Files Are Corrupt / Files Not Found Errors

Soapbox works a bit differently than our normal Wistia videos, given that it merges two audio and video streams together to show your recordings with your edits applied.

Since Soapbox can require more resources to encode videos, sometimes this can result in files becoming corrupted, or in Soapbox having difficulty in locating the correct files to use.

You can enable our Beta Streaming Uploads feature on this page: https://soapbox.wistia.com/settings/recording , under Advanced Settings

We recommend enabling this first - this option aims to make the entire Soapbox recording process more stable so this setting alone may correct this issue for you moving forward.

“But what about my current recordings?” you might ask, we do have a few steps you can try to recover your video. Here’s our troubleshooting page for Soapbox users. If you head to https://soapbox.wistia.com/files this will list out all the recordings that haven’t uploaded correctly on your computer. It will look like the following:

If you look through the files, try to locate the one that you recorded right before you received the error. If it is there, you can try and recreate the video from the create Soapbox video link, to start the upload process again.

Note
Longer Soapbox recordings will put a larger strain on your computers local hardware. If you are experiencing difficulties with longer recordings, we recommend breaking them up into smaller 10–15 minute-long videos to see if your experience differs.

Thumbnails are not appearing in Soapbox

If you finish editing your video, and notice that a default thumbnail is not generated, this can be from an error that occurred in the uploading process. To fix this, you can click on a video to re-initiate an upload, and re-initiate generating a thumbnail. You can also customize your Soapbox with a manually selected thumbnail.

In addition, we recommend checking out the steps on this page to enable Streaming Uploads. This feature can help with this issue moving forward!

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