Troubleshooting step by step guides

Step by step guides in Document360 can run into issues at three stages: recording (when capturing steps in the browser), editing (when annotating or adjusting captured images), and translation (when publishing guides in secondary languages). This article covers the most common symptoms at each stage, their causes, and how to resolve them.

Recording issues

The install prompt doesn't appear

The extension may already be installed.

1. Navigate to chrome://extensions in your browser.
2. Search for Document360 AI Capture in the list.
3. If the extension is present but disabled, toggle it on.
4. Return to the Document360 portal and retry.

The recording panel appears but no steps are uploaded after stopping

This usually means the browser tab lost its connection to the portal mid-recording.

1. Check your internet connection.
2. Record a short two- or three-step sequence to confirm uploads are working before attempting a full guide.
3. Keep the portal tab open and in the foreground for the full duration of the recording. Navigating away from the portal tab during recording breaks the upload link.

The extension prompt appears but selecting Install does nothing

Your organisation's Chrome policies may be blocking extension installs.

Contact your IT administrator and ask them to allowlist the Document360 AI Capture extension ID from the Chrome Web Store.

Steps are uploaded but images are blank or low quality

This happens when the recorded tab was minimised or partially covered by another window during capture.

Keep the recorded tab fully visible and in the foreground for the entire recording session. Repeat the recording with the tab in full view.

The recording runs but mouse clicks are not showing as indicators

The Document360 extension may not be attached to the tab you are recording.

1. Stop the current recording.
2. Confirm that the Document360 extension is active on the tab you intend to record.
3. Refresh the tab.
4. Start the recording again from the beginning.

Editing issues

A blur or spotlight I applied isn't showing on the published guide

The Show blur or Show highlight toggle for the element is turned off.

1. Open the step in the editor.
2. Locate the element in the Added elements panel.
3. Toggle Show blur or Show highlight on for the element.
4. Publish the guide.

Animate click shows "not available" for a step

Animate click only works on steps whose slide image was taken directly from the original recording. If you replaced the image using My uploads, the animation source is no longer available.

Choose one of the following:

• Select Select from original to revert to the original captured frame and restore animation support.
• Use Zoom in as an alternative highlight method for steps using a custom uploaded image.

I cropped a step image but now the reader can't see the surrounding context

Crop is applied permanently to the step. Once applied, only the cropped area is visible to readers.

1. Select the affected step in the editor.
2. Select Crop.
3. Choose 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 appear adequate on a large editor canvas can render small on different screen sizes.

1. Select the text annotation in the editor.
2. Set the font size to at least 16–18 px for body annotations.
3. Preview the guide on the Knowledge base site before publishing to check legibility at typical reading sizes.

The "Added elements" section is empty, but I know I applied a blur

Elements are stored per step. You may have a different step selected than the one where the blur was applied.

1. Check the left panel and confirm you have the correct step selected.
2. Select the step where you applied the blur — its elements appear in the Added elements panel for that step only.

Translation issues

A translated guide shows the source language content instead of the translation

The guide may not have been published from the secondary language workspace.

1. Navigate to the guide in the secondary language workspace.
2. Check the guide's translation status.
3. If the status shows Translated, select Mark as Needs translation, then run Translate with Eddy AI to re-translate and republish the guide.

The Translate with Eddy AI button is greyed out

Eddy AI translation may be disabled for your project, or your plan may not include the AI translation suite.

1. Navigate to Settings > AI settings > Eddy AI settings.
2. Confirm that Eddy AI translation is enabled for your project.
3. If the setting is enabled but the button remains greyed out, contact Document360 support to confirm that your plan includes the AI translation suite.

Translation credits were consumed more than expected

Credits are charged for step titles, descriptions, and text overlays added via the Text element in the editor. If your guide uses many text annotation overlays, each one contributes to the credit total.

Review the text elements in your guide and remove any overlays that are not needed for the published version. Visual-only elements such as highlights and blurs do not consume translation credits.

FAQ