ActivePresenter icon was not responding, and I need to save the recording

At the end of the recording I needed to save the recording but with any form of click/double click with any mouse button the icon wasn’t responding, so I was forced to close it with ctrl+alt+del. But when I opened again there was no recording. I need to recover it and save it as an .mp4 file.

This is the log file:

Hi Mark,

We have checked the log file you sent and found that there is no unusual error in general.
The issue you mention happened once while you were trying to record additionally in a project.
Therefore, in this case, kindly try finding the video and audio files in these folder paths:

If there are video, or audio files here, you can copy them to another folder and open them with ActivePresenter for editing.
Otherwise, there is no way to recover your video, unfortunately.

Let me know how it goes.

Quynh Anh

Hi, yes both files are there. I copied them to the desktop.
The mp4 file is 264MB, it doesn’t play with any media player and if I open it with active presenter it’s 3 seconds long and all white background.
The wav file is 640MB, it’s 00:58:16 long (so it looks like it has the whole registration) and if I open it on VLC or Media Player Classic, it opens it as a video, which is long almost 1 hour, however it’s stuck to the first frame during the whole play and there is no audio.
I tried renaming it from .wav to .mp4 for opening it with active presenter but it does the same thing from the mp4: 3 seconds long video, white background, no sound

While i was recording my video in Active presenter, The Active Presenter icon was not responding, and I need to save the recording pls help me I need to save it as a video recording

Hi Leo,

I would like to clarify some information:

  1. When you capture screen recordings in ActivePresenter, they are indeed stored temporarily within the project file itself. In case you close the project or the software without explicitly saving the project, any unsaved screen captures or video recordings will be lost and you no longer find it anywhere else on your computer.
  2. If the app crashes while recording/editing, you may find your video/audio in the cached folder (C:\Users\Username\Documents\ActivePresenter\.ActivePresenterCachedProjects)
    If there are video/audio files there, you can copy them to another folder and open them with ActivePresenter for editing.

You can relate to a similar case in this thread to see if it helps:

If your case is a crash and the next time you might encounter it, please notice the crash report dialog appearing when the app stops responding.
Then, please fill in your email address and send it to us (

Hope the information helps.

Quynh Anh

Yes i have send my problem to you in the email sir

Hi quynh anh sir i have searched in cahched folder just as you said but its not there pls help me to find my recording This is my log file
2023-09-14 07:45:37: ActivePresenter 9.1.1 - 64-bit build. (Release Build: 2023.07.19) started
OS: Windows 11 (build 22621), 64-bit edition
CPU Count: 12
Hostname: LeoAnuragh. Memory: 10,085 MB. Available: 4,250 MB. Memory Load: 57%
Disk Space: 486,108 MB (Free: 351,315 MB)
Project Location: C:\Users\canur\Documents\ActivePresenter
2023-09-14 07:45:37: Settings: Hardware decoding: YES, Hardware rendering: YES, Direct3D recording: YES
2023-09-14 07:45:37: TempDir: C:\Users\canur\AppData\Roaming\ActivePresenter\temp
2023-09-14 07:45:37: -----------------LISTING GRAPHICS DEVICES---------------------
2023-09-14 07:45:37: DXGIAdapter: AMD Radeon ™ Graphics (0-63845)
2023-09-14 07:45:37: * \.\DISPLAY1 [0, 0, 1920, 1080], 1
2023-09-14 07:45:37: DXGIAdapter: Microsoft Basic Render Driver (0-66657)
2023-09-14 07:45:37: Selected DXGIAdapter: AMD Radeon ™ Graphics (0-63845).
2023-09-14 07:45:37: --------------------------------------------------------------
2023-09-14 07:45:37: ---------------------LISTING AUDIO DEVICES------------------------
2023-09-14 07:45:37: Speakers (Realtek(R) Audio) (API: Windows WASAPI, Input: 2, Output: 2, Rate: 48000, Loopback: true, Default Output: true, ID: {}.{cc073fc3-5437-4bec-bcbc-4d0bf000f919})
2023-09-14 07:45:37: Microphone (Realtek(R) Audio) (API: Windows WASAPI, Input: 2, Output: 0, Rate: 48000, Loopback: false, Default Output: false, ID: {}.{27be30bb-8807-4ebf-9123-af4986d52084})
2023-09-14 07:45:37: --------------------------------------------------------------
2023-09-14 07:45:38: ---------------------LISTING WEBCAMS------------------------
2023-09-14 07:45:38: 1. Integrated Camera - \?\usb#vid_04f2&pid_b725&mi_00#7&2f2184de&1&0000#{e5323777-f976-4f5b-9b55-b94699c46e44}\global
2023-09-14 07:45:38: --------------------------------------------------------------
2023-09-14 07:45:40: PrepareRibbonBar: 1359ms
2023-09-14 07:45:41: AMF: Initialized successfullly
2023-09-14 07:45:41: Encoder: Windows Media Foundation, Codecs: 10001 10002
2023-09-14 07:45:41: Encoder: AMD Radeon ™ Graphics, Codecs: 10001 10002
2023-09-14 07:46:09: Checking updates for ActivePresenter v9.1.1…

Hi Leo,

We have checked the log file and found nothing unusual.

If you’re unable to find the files in the cached folder, unfortunately, there’s no other way to recover your file.

Quynh Anh

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