If your screen share is not working - you are seeing errors when trying to screen share, seeing multiple screens when sharing a screen, cannot see shared screens from other users, or you are unable to share the entire screen, you need to follow some troubleshooting steps to review the issue further.
Below is a list of symptoms and cases that could help identify the problem and solution. Every symptom is linked to the known solution.
- You cannot see all the shared screens
- The shared screen is not being updated
- You cannot organize your screen to share properly
- Sococo does not show all apps when you want to share (macOS users)
- You are seeing a shared screen that is showing the infinitive number of the same screens
- Sococo application crashes when you start the Screen Share
- Screen share is gray, and it keeps loading (macOS users)
There are several possible causes of the issue. Every Root cause is linked to the known solution.
- Page size for Video settings is smaller than the number of shared screens
- Not seeing a screen that you are sharing
- Application permissions or design causes screen share freeze
- MacOS permissions not granted for Sococo app
- Sharing screen where you can see the shared screen - causing Infinitive Window Effect
- Nvidia graphic card driver outdated
- Application issues - outdated, cache issues, etc.
First, before you continue troubleshooting the issue, make sure you have all the settings and sharing steps done correctly. If everything is set up correctly, and still not working, you can review the known solutions below:
Increase the page size settings
If you cannot see all the shared screens, it is possible that the page size is set to low, so your application does not manage to show all the users and shared screens. You might want to check and increase the Chime view page sizes in Space Properties.
Move your Sococo Chrome Tab as a different Chrome window
If you cannot manage to share organize the screen to see what you are sharing from a Chrome browser session, run Sococo in its own window - as a separate Chrome browser instance. You can just move the tab away from your current Chrome window. It allows you to better organize your desktop and share the screen easily.
This way you can share other browser-based apps from a separate window.
Share entire screen instead of Application Window
If others cannot see the changes on the screen that you are sharing, it is probably a specific issue for that application. This is a known issue for some apps, and there is a workaround - share the entire screen where your app is, not only the application window.
MacOS Users - Check your permissions
If you can only share the Sococo window and not the entire screen and other apps, or your share is gray, check your permissions first. If all the permissions are ok, and you still cannot share screens, follow the application troubleshooting process to fix the issue.
Do not share the screen where you see the shared screen
Seeing many smaller windows inside the screen is called the Infinitive Windows Effect, and it occurs when you select to share the same screen where you are seeing what you are sharing.
This is not a bug. It is expected when you share screens this way. Please review steps to avoid the Infinite Windows Effect.
Update NVIDIA drivers
If your application crashes when you try to share your screen, and you have an NVIDIA graphic card and use Windows 10 Home, review the Screen Sharing Crashes in Windows 10 Home.
Application issues Troubleshooting
Test if the app is working fine on the browser (Incognito or in-private mode to avoid cache issues). If you see no issues there, your app is most likely outdated or there are some caching or other issues on the app, so you need to troubleshoot the app further. Review all troubleshooting steps here.
After addressing the issue using the instructions above, if any, try to replicate it to confirm if it was resolved. If you still cannot share the screen properly, and you reviewed all steps in the Troubleshooting section, please follow up on a Support ticket. To expedite the troubleshooting process for Support, describe the issue in detail, including the steps to reproduce the issue and list what you have tried so far to resolve the issue.