Record Troubleshooting

Use this checklist when a customer reports a Record issue and the exact failure point is not obvious.

Capture does not start

Check browser support, screen permission, camera permission, microphone permission, operating system privacy settings, and whether another app is using the device.

Recording disappears

Check the active workspace, signed-in account, upload completion, library filters, creator identity, and whether the customer closed the tab before upload finished.

Processing is stuck

Ask for the recording link, approximate length, upload time, and current visible status. Keep the original recording. Support should check processing state before asking the customer to retry.

Verify the share link, access mode, recipient identity, workspace membership if required, and whether the link was copied from the current recording.

Export does not work

Confirm the recording is ready, export is included in the workspace plan, playback works, the browser did not block the download, and the requested export type is available.

Escalate when

Escalate if multiple workspaces are affected, processing failures spike, storage health is degraded, a privacy issue is suspected, or support needs access beyond ordinary metadata.