Screen sharing failure in latest version

[user12791559]

latest version which supports audio screen sharing freezes my whole screen and I have to power cycle my laptop.

[etcipnja]

Hello, does it freeze when you try to share the sound or it freezes regardless?

[user12791559]

Both…I tried sound sharing first…then after a reboot I tried sharing without sound.
Neither workied

[etcipnja]

Please reproduce the problem (without sound sharing)
and then send us logs as explained here

The easiest way to report problems with the application

Hello, Here is the easiest way to let support know that you have a problem with the application. Windows: open the context menu in the tray (right click on our application icon) [47%20PM] Mac: Select “Help” in application menu [23%20AM] select “Report a problem” and complete the form [22%20PM] After you submit the system gives you a ticket number that you may reference later if you choose to contact Customer Service. The big benefit of this method that it will automatically attach app…

Please put the ticket number here.

I suspect antivirus (specifically Webroot) blocking our screen capturing.

Thank you,
Eugene

[user12791559]

I can now successfully share my screen again, albeit sharing computer sound still does not work. I deleted all of the old installer files and downloaded a new one.

[etcipnja]

ok, so it seems to be related to the sound sharing. This is a new and tricky feature and may have problems in corner cases.
Could you please do the same thing anyway? This helps us to narrow the problem down

• reproduce the problem
• submit logs
• tell us the ticket number

Thank you,
Eugene