Quick fixes that solve most recording issues
1. 🔄 Refresh the page first
What it does: Clears temporary loading errors and resets your connection to Remento
How to do it:
Desktop/laptop: Press Ctrl+R (Windows) or Cmd+R (Mac)
Mobile: Pull down on the page or tap the refresh icon in your browser
Why this works: Many issues are caused by temporary connection hiccups or outdated page information. Refreshing gives you a fresh start.
2. 📱 Update your device's operating system
Especially important for Apple devices - Outdated systems often cause unexpected behavior with websites and apps.
iPhone or iPad:
Go to Settings → General → Software Update
Download and install any available updates
Restart your device after updating
Mac computer:
Go to System Settings → General → Software Update
Install any available updates
Restart your computer
Android devices:
Go to Settings → System → System Update (location may vary)
Install available updates and restart
Why this matters: Remento's recording features rely on modern browser capabilities. Older operating systems may not support all the audio and video features needed for the best experience.
3. 🧹 Clear your browser's cache
What browser cache is: Temporary files your browser saves to make websites load faster. Sometimes these files become outdated and cause conflicts.
Chrome (Desktop):
Click the three dots menu → Settings
Go to Privacy and Security → Clear browsing data
Select Cached images and files (keep passwords and other data)
Click Clear data
Safari (Desktop):
Safari menu → Settings → Privacy
Click Clear History and Website Data
Choose the time range and confirm
Mobile browsers: Look for "Clear browsing data" or "Clear cache" in your browser's settings menu.
Important: This won't delete your Remento stories or account information—only temporary browser files.
4. 🌐 Try a different browser or device
If the above steps don't work, the issue might be specific to your current setup.
Try these alternatives:
Different browser:
If using Safari → Try Chrome
If using Chrome → Try Safari or Firefox
If using Edge → Try Chrome or Firefox
Different device:
Phone having issues → Try your computer
Computer having issues → Try your phone or tablet
Tablet having issues → Try your phone or computer
Other common issues these steps resolve
Recording problems - Audio or video won't start
Page loading issues - Blank screens or endless loading
Login difficulties - Can't access your account
Playback problems - Stories won't play or sound distorted
Stuck in Processing - Video or audio recording uploads are stuck in processing
Display problems - Text or images appearing incorrectly
Audio or Video Connection Loss
To minimize connection issues during calls or recordings, try the following steps:
Check your internet connection
– Use a stable, high-speed connection (Wi-Fi or wired).
– Avoid using multiple devices on the same network when possible.
Allow microphone and camera access
– Ensure your browser has permission to access your microphone and camera in Settings > Privacy & Security.
-If you accidentally declined camera/microphone permission, please visit: What do I do if I decline camera/microphone permissions?
Verify JavaScript is enabled (Safari only)
JavaScript is a fundamental scripting language that enables interactive and dynamic content on websites. Safari supports JavaScript, and it is typically enabled by default. However, if a website isn’t working properly, it may help to verify or enable JavaScript in Safari’s settings:
On macOS (MacBook/iMac):
Open Safari.
Click Safari in the top menu bar.
Select Settings (or Preferences on older versions).
Go to the Security tab.
Ensure the Enable JavaScript checkbox is selected.
Close the settings window and refresh the page.
On iOS (iPhone/iPad):
Open the Settings app.
Scroll down and tap Safari.
Scroll to the bottom and tap Advanced.
Toggle JavaScript on (green background).
⚠️ Disabling JavaScript can significantly impact website functionality, as most modern sites rely on it. It is recommended to keep it enabled for the best experience.
4. Restart your browser or device
– If issues persist, try refreshing the page, restarting your browser, or rebooting your device.