Capture Area Problems

Discussion in 'Parallels Toolbox for Mac' started by LouN, Nov 10, 2018.

  1. LouN

    LouN Bit Poster

    Messages:
    3
    Since upgrading to Desktop 14, Toolbox 3.0 and Mojave, the Capture Area tool does not work most of the time. When trying to capture a screen are on Safari or FireFox, most times it will take the right hand 1/3 or so of the browser screen and put it on the left hand side of the screen. It does not act this way 100% of the time but I would say 80-90% of the time. I have not been able to determine any specific patterns to it. Could be when I have one tab open or many. I do have a screen recording but it seems I can't upload video files or at least .mov.

    Thanks

    Edit: I should add that all seems to be working find when I do the Capture Area in the Windows machine. The problem is only occurring on the Mac side.
     
  2. Arun@Parallels

    Arun@Parallels Parallels Support

    Messages:
    1,259
    Hi @LouN , please upload the video in Youtube or any online portals and share us the link.
     
  3. LouN

    LouN Bit Poster

    Messages:
    3
    Here you go, let me know if you need any other information.

     
  4. sergk

    sergk Parallels Developers

    Messages:
    141
    Hi @LouN
    thank you for reporting this issue.

    Could you provide us with technical details to investigate and fix this issue:
    Open Toolbox --> Press on cogwheel (right top corner) --> Help --> Send Technical Details.
    Send technical details report and post it's ID here.
     
  5. LouN

    LouN Bit Poster

    Messages:
    3
    Hello @sergk I shutdown last night and so far this morning with my testing I have not had the problem. I'm pretty sure I have restarted a few times since experiencing this problem so that be just be a coincidence or a small test test. I sent the details just in case and the id is 284514861.

    Thanks
     
  6. sergk

    sergk Parallels Developers

    Messages:
    141
    Thanks for the info.
    We're going to figure out the reason of your issue anyway.
     
    LouN likes this.

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