Troubleshooting

The extension will not start recording

• Check that the tab is a regular page. chrome:// addresses and the extension store are blocked by the browser itself.
• Reload the page and click again. The extension has to install itself into the tab, which only happens on fresh loads.
• Run Diagnostics under More options: it tests account, tab, size, editor and capture.
• Check that you are still signed in. The Sign in screen showing up is the answer.

The upload stopped halfway

The editor shows "The upload did not finish" when a capture failed. Keep the tab open and the browser running during the upload. On slow connections, a long demo takes minutes. If the error persists, record a shorter stretch and check the free space on the plan card.

The demo looks different from the real screen

• Fonts and icons loaded from another server may not come with the copy. Swap the capture for an image on that step.
• Content that only appears on hover is not captured, because the click is what marks the moment.
• Screens that rely on infinite scrolling work better as separate steps.
• If an element moved, delete the step and record just that one again, inserting it into the sequence.

The hotspot is in the wrong place

Drag it on the stage. The position is stored as a fraction of the screen, so it stays right at any window size. If the highlight sits on an element that disappeared, switch the shape to Area and cover the whole region.

The demo will not open for whoever got the link

• Check that it is Published, not Draft.
• Check who can see it: on Invited only, just the listed emails can open it.
• On the free plan, publishing a new demo takes the previous one offline.

Something is still odd

Before writing to support, open the Preview tab: it runs the demo exactly like the public link. If the problem shows in Preview, it is in the demo. If it only shows on the link, send the address along with your message.