What is Birdie?

Birdie is a screen recording tool our support team uses to simplify requests for recordings, screenshots, and logging information. Instead of repeated back and forth requests to understand an issue and gather information for a fix, this provides a clean solution that reduces the number of steps and asks necessary to diagnose an issue.

What does it capture?

• Screen recording - Video of the selected source after starting the recording.
• Microphone recording - Audio from your selected microphone after starting the recording.
• Browser and device details - Information like browser version, operating system, screen resolution, and IP address.
• Console and network logs - Technical data from the page that helps in diagnosing the issue.

What it doesn't do

• No installation or extensions required. Birdie runs and uploads directly from your browser.
• It only records once you click to start recording, never before.
• It does not run in the background or capture any information outside of active recording sessions.
• It cannot capture audio aside from the microphone (notable for issues involving the jukebox or other in-game audio)

How to use it

1. Click the recording link
   • A support agent will provide you with a dedicated link. Clicking it opens a separate tab in your browser showing the recording menu.
2. Choose what to share
   • When you click to record, you will be prompted to grant permission to access your microphone and to select which screen or tab you wish to record.
3. Reproduce the issue
   • Once the recording starts, simply walk through the steps that trigger the problem, just like you would explain in a support ticket.
4. Stop the recording
   • When you are done, just stop the recording. This will update your support ticket automatically to inform you that we have received it. There is nothing to download or send separately.
   • Please note: The link that is provided in the automatic follow up will not be viewable as it is restricted to support team access only.

If you are having trouble using Birdie, please try the following steps.

1. Restart your browser and ensure it is up-to-date
2. Restart your device
3. Clear your browser cache
4. Disable browser extensions

If you continue to have trouble after these steps, please let your support agent know and we can pursue other options as necessary to gather necessary details.

Frequently Asked Questions

• Will this record my whole computer?
  • No. When starting the recording, you choose to share what screen or tab is shared. Further, logging details are restricted to information directly within the application. Birdie is not capable of gathering information that is not within the browser.
  • Please note: When selecting a tab, it will not show anything aside from the content of the tab. If you are recording an issue that spans multiple pages, we recommend selecting to share "screen" to ensure everything is shown. Please also make sure that your screen is cleaned up of anything you do not want shown.
• Who can access my recording?
  • Only the employees of Roll20 have the ability to access these recordings by default. Your recording is not publicly viewable for anyone else.
  • Please note: This does mean that the recording cannot be accessed after it has been submitted. However, you are free to submit new recordings if there is an issue that arises.
• Can I delete a recording?
  • At this time, direct deletion is not possible due to the restricted nature of the recordings. However, we can provide a full GDPR compliant deletion of any recording at your request. We also delete recordings more than 28 days old.
• Is my data saved anywhere?
  • Video recordings are stored on a US based Amazon Web Services (AWS) server. However, that information is only ever tied to the recording data itself. Upon deletion it is fully removed. Birdie does not retain any data separate from the recording.
• Can multiple people use the same link?
  • Yes. A single link can be shared by one user to many. This is intended to help enable group leaders who are representing one or more players in a group who are experiencing an issue. If you pass along the link provided by support, it will allow them to record and make that information available to the support team.
  • Please note: For these recordings, typically your email address will be included. If you would like a separate link that does not include the email address, just let our support team know and we can generate a separate link on your behalf.

Still have questions?

If you have any questions about the recording process, just let your support agent know!