Why Isn't Medal Recording My Game?

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.

Table of Contents

1. No Game Detected
   • Start Medal as Administrator
   • Check Your Anti-Virus Software
   • Check Controlled Folder Access
   • Repair Medal
   • Restart Your PC
   • Free Up Disk Space
   • Issue with Three ISP
2. Unsupported Games
3. Hotkey Isn't Working
4. Still Having Issues?

No Game Detected

Medal should display the game you're playing at the top right of the app, next to your online status.

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:

Start Medal as Administrator

Some games require Medal to run with administrator privileges.

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

Learn how to run Medal as Administrator.

Check Your Anti-Virus Software

Your anti-virus software might be blocking Medal.

• Add an exception for Medal in your anti-virus settings.

Learn how to create an exception for Medal.

Check Controlled Folder Access

Controlled Folder Access can prevent Medal from saving clips.

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.

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.

Restart Your PC

Sometimes, a simple restart can resolve unexpected issues.

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.

Issue with Three ISP

If your Internet Service Provider (ISP) is Three Home Broadband, you might have trouble installing or updating the recorder portion of Medal. Three ISP is known to have issues connecting to certain websites, affecting Medal's functionality.

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.

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.
Avoid Certain Keys: Keys like . , / might not work. Use keys like 0-9, A-Z, or F1-F12. Function (Fn) Key: If your keyboard has an Fn key, you may need to press Fn + F8. Check for Conflicts: Other programs or the game may be using the same hotkey. Custom Game Presets: Check if there's a custom preset for your game under Settings > Clips & Recording > Custom Game Presets. Ensure the hotkey matches your global 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.
   • Learn how to send Medal logs.

We're here to help!