Troubleshooting recording issues in Step by step guides
The Install prompt doesn't appear - The extension may already be installed. Check your Chrome extensions list at chrome://extensions and look for "Document360 AI Capture". If the extension is available but disabled, enable it and return to the portal.
The recording panel appears but no steps are uploaded after stopping - This usually means the browser tab lost connection to the portal mid-recording. Check your internet connection, then try recording a shorter sequence first to confirm the upload works. Avoid navigating away from the portal tab while recording.
The extension prompt appears but clicking Install does nothing - Your organization's Chrome policies may be blocking extension installs. Contact your IT administrator to allow the extension ID from the Chrome Web Store.
Steps are uploaded but images are blank or low quality - This can happen if the recorded tab was minimized or partially obscured during capture. Always keep the recorded tab visible and in the foreground for the full duration of the recording.
The recording runs but mouse clicks are not showing as indicators - Confirm the Document360 extension is active on the tab being recorded. If you switched tabs during setup, the extension may not have attached to the new tab. Stop, refresh, and start again.
Troubleshoot in edit a step by step guide
A blur or spotlight I applied isn't showing on the published guide - Check that the Show blur or Show highlight toggle is turned on for the element. Elements are hidden by default until the toggle is enabled, they remain in your editor as saved configurations but won't render on the Knowledge base site until active.
Animate click shows "not available" for a step - Animate click only works for steps whose slide image was taken directly from the original recording. If you replaced the image with a custom upload via My uploads, the animation source is no longer available. Either revert to the original frame using Select from original, or use Zoom in as an alternative.
I cropped a step image but now the reader can't see the surrounding context - Crop is permanent per step. Once applied, only the cropped area is visible. If you need to restore context, click Crop again and select Original as the aspect ratio to revert to the full image.
Text annotations look fine in the editor but are too small on the Knowledge base site - Font sizes that look appropriate on a large editor canvas can render small on different screen sizes. Use a font size of at least 16 - 18px for body annotations and preview the guide on the Knowledge base site before publishing to check legibility.
The "Added elements" section is empty, but I know I applied a blur - Blurs, spotlights, and other elements are stored per step. Make sure you have the correct step selected in the left panel, elements from one step don't appear in the Added elements list of another.
Troubleshooting translation issues
A translated guide shows the source language content instead of the translation - Navigate to the guide in the secondary language workspace and check its status. try publishing from the secondary language. If the guide is marked as Translated, click Mark as Needs translation, then select Translate with Eddy AI and re-translate the guide again.
The Translate with Eddy AI button is greyed out - Confirm that Eddy AI translation is enabled for your project under Settings > AI settings > Eddy AI settings. Also check that your project plan includes the AI translation suite, contact support if you're unsure.
Translation credits were consumed more than expected - Credits are charged for step titles, descriptions, and text overlays. If your guide uses many text annotation overlays (added via the Text element in the editor), those all count toward the credit total. Visual-only elements like highlights and blur do not consume credits.