We'll need to see the MP4 file that's been recorded and a report.
To get the MP4 file, click 'Get MP4' in the Captures tab for that movie. You'll need to send the highlighted movie to us, probably by uploading it to a service like Dropbox or Google Drive.
To send us a report, just reproduce the problem by making a recording, then go to the Support tab and send us a report.
Thanks!