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troubleshooting.md

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Below are common errors you might encounter while using SunnyCapturer and their solutions.

Windows

Error: Missing api-ms-win-crt-runtime-l1-1-0.dll upon running

  • Your operating system lacks the required Microsoft VC++ runtime library. Depending on your system version (32-bit/64-bit), download and install the appropriate version of the Microsoft Visual C++ 2015-2022 Redistributable Package: 32-bit | 64-bit

Windows protected your PC

  • Click "More Info" and then "Run Anyway."
  • This occurs because SunnyCapturer is not digitally signed with an enterprise certificate. If you downloaded it from the official website, it is safe to use. However, a personal code signing certificate has been applied. Once this version accumulates a sufficient number of users on Microsoft Windows, this prompt will no longer appear.

Windows SmartScreen has blocked an unrecognized app

  • Click "More Info" and then "Run Anyway."
  • This occurs because SunnyCapturer is not digitally signed with an certificate. If you downloaded it from the official website, it is safe to use.

Linux

?> For Debian-based distributions, .deb offline packages are available. For other Linux distributions, use the .AppImage package. Note: SunnyCapturer only supports the x11 architecture and does not support Wayland yet.

Debian-based distributions: Use .deb packages whenever possible.

White screen appears after taking a screenshot on Ubuntu 24.04

  • By default, Ubuntu 24.04 uses Wayland, but SunnyCapturer only supports x11. To resolve this, switch Ubuntu to x11 mode: Edit the configuration file: #55 
    sudo vim /etc/gdm3/custom.conf
 # at the beginning of the line WaylandEnable=false to uncomment it, then save the file. 
sudo systemctl restart gdm3  // reboot the system

OCR and image translation services are unresponsive on Ubuntu 20.04

  • The built-in SSL version of Ubuntu 20.04 is outdated, resulting in the following errors: 
    qt.tlsbackend.ossl: Incompatible version of OpenSSL (built with OpenSSL >= 3.x, runtime version is < 3.x)  
qt.network.ssl: Active TLS backend does not support key creation  
qt.network.ssl: The backend "cert-only" does not support QSslSocket  
qt.network.ssl: The backend named "cert-only" does not support TLS
    Solution: Upgrade the SSL library to version 3.0 or above, or update your OS to Ubuntu 22.04/24.04+.

Non-Debian distributions: Use .AppImage packages.

Changes to configuration files are not retained in .AppImage packages

  • This is a limitation of the .AppImage format. Configuration files located within the AppDir cannot be modified. While this issue has no current resolution, it does not affect the functionality of the software.

macOS

?> Version 1.x–2.x supports Intel chips only, while version 3.x supports both Apple M chips and Intel chips.

Cannot install the .dmg file

  • Try right-clicking the file and selecting "Open."
  • After opening the .dmg file, drag the .app file into the Finder -> Applications folder.

Only the desktop is visible during screenshots

  • macOS 10.14 and later require screen recording permissions. Go to System Preferences -> Security & Privacy -> Privacy -> Screen Recording and add SunnyCapturer.
  • If SunnyCapturer is already checked but the issue persists, uncheck it, quit SunnyCapturer, re-enable the permission, and then restart SunnyCapturer.