If you saw a "Capture Error" error page, this article will provide you with the workarounds you need to get back up and running with CrankWheel.

Windows users

Please view the steps to resolve in this video, or do as follows:

Visit https://meeting.is/ss
Click the icon to the left of the address in the address bar
Click 'Reset permissions'
Try screen sharing again

If that does not help, see the section below on IT-managed environments.

macOS users

Default procedure

Download our helper program to fix this issue, from https://us1.crankwheel.com/ss/native_host/CrankWheelCaptureErrorHelper.dmg
Follow the steps to get your computer to run the helper program as per this video
The helper program will take care of the most difficult steps to fix Capture Error, and guide you through how to do the rest manually
If this does not work, try once more, following the steps carefully. If that does not work, see the section below on IT-managed environments, or if that does not apply to you, please move on to Advanced Procedures, below.

Advanced procedures

Make sure you have a recent version of Chrome.

Steps:

Open your Google Chrome browser
In the "Chrome" menu in your menu bar, next to the Apple menu, choose "About Google Chrome"
Ideally this page should say "Google Chrome is up to date" and show a version number below this line.

If you have a version of 129 or lower as the first number, then you need to update Chrome. Sometimes it happens that the automatic update mechanism for Chrome fails to work correctly. Check this support article from the Google Chrome team for how to get Chrome to update: https://support.google.com/chrome/answer/111996?hl=en

If you have a first version number of 130 or higher, then you do not need to update Chrome and should move on to Step 2, below.

Temporarily use another browser

If you're stuck and really need to use CrankWheel, then a possible workaround is to use another supported browser on your computer, such as Safari, Firefox, or Microsoft Edge. Open your selected browser, visit www.crankwheel.com and click Sign In near the top-right corner to get started.

Manual fix procedure

This manual fix procedure should work for all users (it is what the helper program automates):

Quit your Google Chrome or Microsoft Edge browser (Chrome or Edge menu next to Apple menu, top left corner of screen, select "Quit Google Chrome" or "Quit Microsoft Edge" and confirm if needed.
Hit Command+Space to bring up Spotlight, type in terminal and hit enter to launch the Terminal application
In the terminal, enter the following if you use Google Chrome:
tccutil reset ScreenCapture com.google.Chrome
or if you use Microsoft Edge, enter:
tccutil reset ScreenCapture com.microsoft.edgemac
then press your Enter or Return key
Exit the terminal
Launch Chrome or Edge again
Try to perform a screen share with CrankWheel
At this point you should see a dialog asking whether to Open System Preferences, hit that button
Put a checkmark next to Google Chrome (or Microsoft Edge if that is what you use) in the Screen Recording section (make sure Screen Recording is highlighted in the left-hand scrollable box; you may also need to click to open the lock at the bottom left of the dialog box and enter your password)
Choose "Quit & Reopen" when prompted
Now try CrankWheel again and it should work

Please note that the above step-by-step instructions (or using the helper program, which automates part of them) have been sufficient to resolve the problem for all users we've talked to for the last 2 years or more. If you are stuck then it is most likely that the steps need to be followed more closely. We suggest asking whoever you normally turn to for support with configuring and trouble-shooting your computer, for help.

Users in IT-managed environments

Whether you are on Windows or Mac, it is possible that your IT team is enforcing policies on your machine that disallow use of screen capture / screen recording in the Chrome or Edge browsers altogether, and this can cause the Capture Error page to show, usually with error details of "Not Allowed Error - Permission denied".

If you are in a fairly locked-down environment managed by an IT team, we suggest contacting them and asking whether you may be affected by such a policy. The policy names for both Chrome and Edge are ScreenCaptureAllowed (with a setting of 0 to disable) as well as related settings such as ScreenCaptureAllowedByOrigins (which can be used to whitelist certain web pages to use screen recording), TabCaptureAllowedByOrigins (which can be used to whitelist certain web pages to use tab capture) and WindowCaptureAllowedByOrigins (same but for application windows). Depending on which screen sharing modes are employed by your team you may need to configure some or all of these to allow CrankWheel access to the required browser APIs to perform screen sharing.

For Google Chrome, there is documentation of these policies in this knowledge base article from Google.

For Microsoft Edge, there is documentation of these policies in this knowledge base article from Microsoft.

On Windows, a user can check if these policies might be in place, even if they are not an administrator on their machine. You can do as follows:

Press the "Windows + R" keys to open the "Run" prompt
Type "Regedit" and tap "OK"
In the registry editor program that should open up, go to HKEY_LOCAL_MACHINE and expand it
Under that, expand SOFTWARE
Under that, expand Policies
Under that, expand both Google and Microsoft
Under Google, click on Chrome and in the right-hand panel, see if you can find an entry with a key of ScreenCaptureAllowed. If its value is 0, then there is a policy at least partially disabling screen sharing in the Google Chrome browser.
Under Microsoft, click on Edge and in the right-hand panel, see if you can find an entry with a key of ScreenCaptureAllowed. If its value is 0, then there is a policy at least partially disabling screen sharing in the Microsoft Edge browser.

Capture Error when trying to share full screen or application window