TABLE OF CONTENTS

• Why Isn't Medal Recording My Game?
  • Step 1: Issues with Three Home Broadband
  • Step 2: Issues with Cloudflare Warp
  • Step 3: Start Medal as Administrator
  • Step 4: Check Your Antivirus Software
  • Step 5: Check Controlled Folder Access
  • Step 6: Repair Medal
  • Step 7: Free Up Disk Space
• Unsupported Games
• Hotkey Isn't Working
• Still Having Issues?

Why Isn't Medal Recording My Game?

Medal should display the game you're playing at the top left of the app, next to the Medal logo. If Medal isn't recording your game, don't worry! There are several potential solutions to fix this issue. Let's walk through them step by step.

No game is being detected

Medal is detecting League of Legends

If no game is listed while you have a game running, try the following steps:

Step 1: Issues with Three Home Broadband

If your Internet Service Provider (ISP) is Three Home Broadband, you might have trouble installing or updating the recorder portion of Medal.

What you can do:

• Use a VPN: This can help bypass ISP restrictions when updating Medal.
• Contact Three ISP Support: Report the issue to help get it resolved.
• Community Discussions:
  • Intermittent Connection Issues
  • Unable to Connect to Some Sites
  • Sporadic Issues Resolved with Router Reboot

Note: This is an issue outside of Medal's control, and we recommend reaching out to your ISP for assistance.

Step 2: Issues with Cloudflare Warp

For some extreme cases, Cloudflare's Warp can block Medal's connection with both internal and external servers, making it impossible for Medal to start the recorder properly.

You can fix that by enabling Exclude Split Tunnels inside Warp's Settings > Advanced or turning OFF Warp completely.

Filtering out the traffic domain through Warp should work as well. Other reports have shown that you only need to add the following domains:

• medal.tv
• cdn.medal.tv
• *.medal.tv
• 127.0.0.1 

(That IP address is known as LocalHost, but we use the IP address itself).

Step 3: Start Medal as Administrator

Some games require Medal to run with administrator privileges. Follow this guide to run Medal as admin:

1. Right-click on the Medal shortcut or executable.
2. Select "Run as administrator".

Learn how to run Medal as Administrator.

Step 4: Check Your Antivirus Software

Your anti-virus software might be blocking Medal.

Try adding a folder exception for Medal in your anti-virus settings.

Learn how to create an exception for Medal.

Step 5: Check Controlled Folder Access

Controlled Folder Access can prevent Medal from saving clips. Here is how to prevent that from happening:

1. Go to Windows Security settings.
2. Navigate to Virus & threat protection > Ransomware protection.
3. Turn off Controlled Folder Access or allow an app through it.

Learn how to manage Controlled Folder Access.

Step 6: Repair Medal

If some Medal files are corrupted or missing:

1. Open Medal.
2. Go to Settings > Help & Support.
3. Click on "Repair Installation".

Learn how to repair Medal.

Step 7: Free Up Disk Space

Medal needs space to store clips and updates.

• Ensure you have at least 1 GB of free space on your C:// drive.
• To change where clips are saved:
  1. Go to Settings > Clips & Recording > Capture Folder Location.
  2. Select a different drive or folder.

Learn how to change your clip location.

Unsupported Games

If you're playing a game that Medal doesn't currently support, you can add it manually.

Learn how to add a game to Medal.

Hotkey Isn't Working

If your game is detected but Medal isn't taking clips, try these solutions:

• Check Your Hotkey: The default is F8.
  • Find your hotkey under Settings > Clips & Recording > Clipping Hotkeys.
    

    When setting up your hotkeys, be mindful that certain keys - such as period (.), comma (,), or slash (/) - may not function properly. It's best to stick with standard keys like numbers (0-9), letters (A-Z), or function keys (F1-F12) for more reliable results.

    If your keyboard includes a Function (Fn) key, you might need to press it along with your chosen hotkey - for example, Fn + F8 - to ensure it registers correctly.

    Also, be sure to check for any conflicts with other programs or the game itself, as they might already be using the same hotkey.

    
    
• Custom Game Presets:
  • Check if there's a custom preset for your game under Settings > Custom Game Settings.
    Ensure that the hotkey matches your global settings or the hotkey of your choice. If you don't want a custom hotkey, you can either deactivate it or delete it entirely. To delete it, scroll to the very bottom and click Delete Settings.
    
    
• Run Medal as Administrator: This can resolve hotkey recognition issues.
• Repair Medal: Corrupted files might prevent clipping.

Still Having Issues?

If none of these solutions work:

1. Create a Support Ticket: Submit a new ticket here.
2. Include Your Medal Logs: This helps us diagnose the problem. To learn more about our logs, please click here

We're here to help and try to resolve your issue asap so that you can continue to clip the coolest plays!