Support
A person answers.
Write to support@focalcapture.com with what you were doing, what happened and the log file, and you hear back from the developer, usually within a day. Refunds go the same way, within 14 days of buying.
Email supportWhat to include
| What you did and what happened | Two or three sentences. A screenshot or a short recording made with Focal itself helps. |
|---|---|
| Focal's version | Settings shows it at the bottom; so does the Projects window's title. |
| Windows version and graphics card | Settings > System > About, and Task Manager's Performance tab. |
| The log | Settings > Open log folder. One file per day, a week kept. Logs describe what Focal did and any errors; they never contain the recording or what you typed. |
Common questions
Things that come up.
If yours is not here, the email above is the fastest route.
Print Screen does nothing.
Another program already owns the Print Screen key: OneDrive, Dropbox, ShareX and Greenshot all take it. Focal notices, uses Ctrl+PrtSc instead and says so once; the tray icon's tooltip shows the live shortcut. You can turn Print Screen off in the other program, or rebind Focal's shortcut in Settings by pressing a new one.
A recording has no zooms and no keystrokes for part of it.
The window you were using runs as administrator, and Windows hides its clicks and keys from programs that do not. Focal says so before recording a window run that way, and the editor's Zoom and Keys tabs mark the stretch. Running Focal as administrator too records them.
The recording stopped by itself.
Focal stops a recording, keeping what it has, when the disk has less than 1 GB free or when the window being recorded closes, and tells you which. It pauses while the computer sleeps and carries on at wake, with the microphone and camera back as soon as Windows returns them.
Captions wanted to download something.
The first time you make captions, Focal downloads the speech model (about 190 MB, a second one for languages other than English) and keeps it in its own folder. The captions themselves are made on your computer; your audio never leaves it. The privacy note says where the model comes from.
My license key says it has reached its limit.
A key activates on up to 3 computers. Open Settings on a computer you no longer use and deactivate it there, free it from Polar's customer portal if that computer is gone, or write to support@focalcapture.com with the key and the activation is freed.
I lost my license key.
Polar's order email carries it, and Polar's customer portal shows it any time you sign in there with the email you bought with. If neither works, write to support@focalcapture.com from that address and the key is sent again.
Which graphics cards does Focal use?
NVIDIA, AMD and Intel cards all record and export through their hardware video encoder; a machine with none of these records on the CPU at full rate. The log notes which encoder a recording used, and Settings shows whether HEVC is available.