Troubleshooting Common Issues

Having issues with Sentryrec? This guide covers the most common problems and their solutions. Most issues can be resolved quickly with these troubleshooting steps.

Installation Issues

Windows: "Windows Protected Your PC" Warning

Problem: Windows Defender SmartScreen blocks installation

Solution:

1. Click "More info" on the warning dialog
2. Click "Run anyway"
3. This is normal for new software - Sentryrec is safe and regularly scanned

macOS: "Sentryrec cannot be opened because it is from an unidentified developer"

Problem: macOS Gatekeeper blocks the app

Solution:

1. Go to System Preferences > Security & Privacy
2. In the General tab, click "Open Anyway" next to the Sentryrec message
3. Confirm by clicking "Open" in the popup
4. For macOS Catalina and newer, you may need to right-click the app and select "Open"

Application Won't Launch

Problem: Sentryrec crashes immediately after opening

Solutions:

1. Update your operating system: Ensure you're running the latest version
2. Check system requirements:
   • Windows 10/11 (64-bit)
   • macOS 10.15 or newer
3. Reinstall the application: Download the latest version from sentryrec.com
4. Run as Administrator (Windows): Right-click the app and select "Run as administrator"

Recording Issues

Recording Won't Start

Problem: Clicking "Record" button does nothing or shows an error

Solutions:

1. Check if model is online: The model must be streaming for recording to start
2. Verify internet connection: Test your connection by visiting the cam site directly
3. Check disk space: Ensure you have at least 5 GB free space
4. Restart Sentryrec: Close and reopen the application
5. Clear app cache:
   • Windows: Delete contents of %LOCALAPPDATA%\sentryrec\cache
   • macOS: Delete ~/Library/Application Support/sentryrec/cache

Recording Stops Unexpectedly

Problem: Recording ends before the stream ends

Common Causes:

1. Model went offline: Check if the model's stream actually ended
2. Network timeout: Your internet connection may have dropped
3. Disk space: You ran out of storage space
4. Rate limiting: The cam site may be rate limiting your requests

Solutions:

• Increase Network Timeout in Settings > Advanced (try 60-90 seconds)
• Enable Chaturbate Headers for Chaturbate models (Settings > Basic)
• Reduce number of simultaneous recordings
• Check your internet connection stability

Poor Video Quality

Problem: Recordings are blurry or low resolution

Solutions:

1. Check source quality: Verify the model is streaming in high quality
2. Update recording settings: Some cam sites limit quality for non-premium members
3. Internet bandwidth: Ensure you have sufficient download speed (10+ Mbps per recording)
4. Too many simultaneous recordings: Recording too many at once can reduce quality

Black Screen or No Video

Problem: Recording completes but video is blank or corrupted

Solutions:

1. Update Sentryrec: Download the latest version
2. Check video codec: Try playing the video in VLC Media Player
3. Disable hardware acceleration: Check Settings > Advanced
4. Recording interrupted: May have been a stream issue on the model's side
5. Try re-recording: The issue may have been temporary

Login and Account Issues

Can't Log In

Problem: "Invalid username or password" error

Solutions:

1. Double-check credentials: Ensure Caps Lock is off
2. Reset password: Use the "Forgot Password" link on login page
3. Verify email: Check if you need to verify your email (check spam folder)
4. Try logging in on website: Visit sentryrec.com to test your credentials

Email Verification Link Not Working

Problem: Clicking verification link shows an error

Solutions:

1. Check for expired link: Request a new verification email from your Account page
2. Copy/paste the link: Try copying the full URL into your browser
3. Already verified: You may have already verified - try logging in
4. Contact support: Email support@sentryrec.com if issue persists

Premium Features Not Available

Problem: Purchased Premium but features still locked

Solutions:

1. Log out and log back in: Refresh your account status
2. Check payment status: Verify payment went through in your Account settings
3. Wait 5-10 minutes: Sometimes activation takes a few minutes
4. Clear app data: Log out, restart app, and log back in
5. Contact support: If still locked after 30 minutes, contact support@sentryrec.com

Performance Issues

Application Running Slowly

Problem: Sentryrec is sluggish or unresponsive

Solutions:

1. Close other applications: Free up system resources
2. Reduce simultaneous recordings: Try recording fewer models at once
3. Disable Monitor feature: Settings > Advanced > Enable Monitor Feature (off)
4. Disable Review feature: Settings > Advanced > Enable Review Feature (off)
5. Increase allocated RAM: Close memory-intensive programs
6. Check CPU usage: Open Task Manager/Activity Monitor to identify bottlenecks

High CPU or Memory Usage

Problem: Sentryrec consuming too many system resources

Solutions:

1. Update to latest version: Performance improvements in newer versions
2. Reduce active recordings: Don't exceed recommended limits:
   • Free tier: 5-10 simultaneous recordings
   • Premium: 20-30 simultaneous recordings
3. Disable live thumbnails: Turn off Monitor feature
4. Lower thumbnail quality: Settings > Advanced
5. Restart regularly: Close and reopen Sentryrec every 24 hours with heavy use

Application Freezes or Crashes

Problem: Sentryrec becomes unresponsive or crashes

Solutions:

1. Update Sentryrec: Always use the latest version
2. Check error logs:
   • Windows: %LOCALAPPDATA%\sentryrec\logs
   • macOS: ~/Library/Application Support/sentryrec/logs
3. Disable problematic features: Try disabling Review or Monitor features
4. Reduce recording load: Lower number of simultaneous recordings
5. Reinstall application: Uninstall and reinstall fresh
6. Report the issue: Submit crash logs to support@sentryrec.com

Network and Connectivity Issues

"Network Error" Messages

Problem: Frequent network error notifications

Solutions:

1. Check firewall: Add Sentryrec to firewall exceptions
2. Disable VPN temporarily: Some VPNs cause connectivity issues
3. Check proxy settings: Ensure proxy is configured correctly (or disabled)
4. Router/modem restart: Restart your internet equipment
5. ISP restrictions: Some ISPs may throttle adult content sites
6. Try different network: Test on a different WiFi/connection

Rate Limiting Errors (Chaturbate)

Problem: "Rate limited" or "Too many requests" errors on Chaturbate

Solutions:

1. Enable Chaturbate Headers: This is CRITICAL - go to Settings > Basic > Enable Chaturbate Customer Headers
2. Add wait time variability: Settings > Advanced > Wait Time Variability (set to 20-30%)
3. Reduce simultaneous recordings: Don't record too many Chaturbate models at once
4. Space out start times: Don't start all recordings at the exact same time

Can't Connect to Cam Sites

Problem: Sentryrec can't access cam sites

Solutions:

1. Verify site is accessible: Visit the cam site in your browser
2. Check DNS settings: Try using Google DNS (8.8.8.8, 8.8.4.4)
3. Disable restrictive firewalls: Corporate/school networks may block adult sites
4. Geographic restrictions: Some sites block certain countries (use VPN if needed)
5. Update Sentryrec: Site APIs change; newer versions have updates

Storage and File Issues

Can't Find Recordings

Problem: Don't know where recordings are saved

Solution:

1. Check default locations:
   • Windows: %LOCALAPPDATA%\sentryrec\videos\out
   • macOS: ~/Library/Application Support/sentryrec/videos/out
2. Check Settings: Settings > Basic > Video Output Directory shows current location
3. Use Review tab: All recordings should appear in the Review section
4. Right-click recording: Click "Open File Location" to see where it's stored

"Insufficient Disk Space" Error

Problem: Recording stops due to low disk space

Solutions:

1. Free up space: Delete unnecessary files
2. Change storage location: Settings > Basic > Video Output Directory
3. Use external drive: Move recordings to external storage
4. Enable auto-delete: Settings > Advanced > Auto Delete Recordings Below Duration
5. Lower minimum threshold: Settings > Basic > Minimum Disk Space for Recording

Recordings Won't Play

Problem: Video files won't open or play correctly

Solutions:

1. Install VLC Media Player: Free player that handles all video formats
2. Check file isn't corrupted: Look at file size - very small files (< 1 MB) may be corrupted
3. Try different player: Windows Media Player, QuickTime, or other players
4. Update video codecs: Install K-Lite Codec Pack (Windows)
5. Recording may have failed: Check if model disconnected immediately after starting

Files Are Too Large

Problem: Recordings taking up too much space

Solutions:

1. Enable auto-delete: Remove short/unwanted recordings automatically
2. Reduce recording duration: Set maximum duration in Settings
3. Compress old recordings: Use Handbrake or similar tools to compress videos
4. Archive to external storage: Move older recordings to external drives
5. Be selective: Only record models you really want to keep

Configuration Issues

Settings Not Saving

Problem: Changes to settings don't persist after restart

Solutions:

1. Run as administrator: May need elevated permissions (Windows)
2. Check file permissions: Ensure config directory is writable
3. Corrupted config: Delete config.json and restart (creates new default config)
4. Antivirus interference: Add Sentryrec to antivirus exclusions

Lost Model List

Problem: All your added models disappeared

Solutions:

1. Check for backups: Look for config.json.backup in config directory
2. Restore from backup: Replace config.json with backup file
3. Not logged in: Ensure you're logged into the correct account
4. Corrupted data: May need to re-add models manually

Advanced Troubleshooting

Enable Debug Logging

For persistent issues, enable detailed logging:

1. Open Settings > Advanced
2. Enable "Debug Logging" (if available)
3. Reproduce the issue
4. Send logs to support@sentryrec.com

Reset to Factory Settings

If all else fails, reset Sentryrec:

1. Backup your data: Copy important recordings elsewhere
2. Uninstall Sentryrec
3. Delete configuration directory:
   • Windows: %LOCALAPPDATA%\sentryrec
   • macOS: ~/Library/Application Support/sentryrec
4. Reinstall Sentryrec
5. Reconfigure settings

See our Resetting Installation Guide for detailed steps.

Still Having Issues?

If these solutions don't help:

Contact Support

• Email: support@sentryrec.com
• Discord: Join our community Discord for quick help
• Include details:
  • Operating system and version
  • Sentryrec version number
  • Exact error messages
  • Steps to reproduce the problem
  • Relevant log files

Before Contacting Support

1. ✅ Update to the latest version
2. ✅ Try the basic troubleshooting steps above
3. ✅ Check Discord community for similar issues
4. ✅ Gather error messages and logs
5. ✅ Note your operating system and Sentryrec version

We typically respond within 24-48 hours. Premium members receive priority support.

Related Guides

• Getting Started Guide
• Settings Explained
• File Locations Guide
• Resetting Installation