Troubleshooting

Cause: Extension is installed but not pinned.

Solution:

1. Click the puzzle icon in Chrome's toolbar
2. Find "SupportFlow Capture" in the list
3. Click the pin icon to keep it visible

Cause: Chrome version is too old or extensions are disabled.

Solution:

1. Update Chrome to version 88 or later
2. Check that extensions are enabled in your Chrome settings
3. If using a managed device, contact your IT administrator

Cause: Required permissions were denied.

Solution:

1. Uninstall the extension from chrome://extensions
2. Reinstall and accept all permissions when prompted
3. All permissions are required for the extension to function

Cause: Token is incorrect, expired, or revoked.

Solution:

1. Go to SupportFlow admin → Settings → API
2. Check if your token is still listed (not revoked)
3. Generate a new token if needed
4. Copy the token immediately (it's only shown once)
5. Paste the new token in the extension settings

Cause: Network issues or incorrect URL.

Solution:

1. Verify the server URL is correct (include https://)
2. Check your internet connection
3. Try opening the URL directly in a browser tab
4. If using a corporate network, check if the URL is blocked

Cause: Server not configured for extension requests.

Solution:

This is typically a server-side configuration issue. If you're self-hosting SupportFlow, ensure CORS is properly configured for extension requests.

Cause: Page content isn't fully loaded or permission issues.

Solution:

1. Wait for the page to fully load before capturing
2. Refresh the page and try again
3. Check if the page uses iframes or protected content
4. Some pages (like chrome:// or extension pages) cannot be captured

Cause: desktopCapture permission not granted.

Solution:

1. When Chrome asks to share your screen, click "Share"
2. If no dialog appears, check if popups are blocked
3. Try reinstalling the extension

Cause: Microphone not selected or permission denied.

Solution:

1. Make sure "Tab + Mic" is selected when starting recording
2. Allow microphone access when prompted
3. Check that your microphone is working in System Settings
4. Try selecting a different microphone in Chrome settings

Cause: Settings optimized for file size over quality.

Solution:

1. Increase GIF frame rate to 30 fps in settings
2. Record at higher resolution (zoom out browser if needed)
3. For videos, ensure good lighting and a stable display

Cause: Network issues or large file size.

Solution:

1. Check your internet connection
2. Try uploading again (the extension will retry automatically)
3. If the guide is large, try removing some steps
4. Videos larger than 100MB may need to be split

Cause: Large files or slow connection.

Solution:

1. Large videos can take several minutes to upload
2. Keep the extension popup open during upload
3. Consider using GIFs instead of videos for short interactions
4. Reduce video duration or split into multiple guides

Cause: The generated selector isn't unique.

Solution:

1. Add a unique data-testid attribute to the element in your code
2. Try tagging a parent element instead
3. Edit the selector manually in the admin panel

Cause: Content script not loaded or page restrictions.

Solution:

1. Refresh the page and try again
2. The content may be in an iframe (not supported)
3. Some pages block content scripts (e.g., chrome:// pages)

Cause: SDK not configured or selector mismatch.

Solution:

1. Ensure the SupportFlow SDK is installed and configured
2. Check that the page URL matches where you tagged
3. Verify the element still exists with the same selector
4. Check the browser console for SDK errors