Troubleshooting

Recording

"This page can't be recorded"

Chrome forbids extensions on certain surfaces: browser pages (chrome://), the Chrome Web Store, PDF viewers, and local files. This is a Chrome rule, not an Escourtly limitation. Open your product at its normal URL and record there.

The popup says I'm signed out

The extension authenticates through your escourtly.com session.

Upload failed after I pressed Stop

Your steps are safe; the extension holds onto everything when an upload fails. Check your connection, reopen the popup, and press Stop again to retry. The upload resumes where it left off and never duplicates steps. If it fails repeatedly, sign in to escourtly.com in a tab (your session may have expired) and retry.

A step is missing its screenshot thumbnail

Very fast clicking can outpace Chrome's screenshot limit. The step itself is intact (the HTML snapshot has everything) and plays back normally; only the thumbnail image is affected.

Editor

My edit isn't showing on the share page

The share page shows the version you last published. Press Publish again to push current edits live. This is the number one support question, so it's documented in depth.

The highlight mode shows a dot instead

Highlight needs the clicked element's outline, recorded at capture time. Steps captured with a very old extension version don't have it and fall back to the dot. Re-capturing that one step via Record more steps fixes it.

The hotspot is slightly off target

Use the horizontal and vertical nudge sliders in the Hotspot panel for small corrections.

A change I just made seems lost

Edits save automatically within a moment, and the top bar shows the save status. If your connection dropped mid-edit you'll see an error toast; redo the change once you're back online. Leaving the editor immediately after a change is safe: pending saves are flushed on the way out.

Sharing and embeds

The embed shows "Walkthrough not published"

The demo is a draft, or was switched back to one. Publish it, then reload the page with the embed. See Embed.

The embed doesn't appear at all

• Confirm the iframe src uses the exact share URL plus ?embed=true.
• Some site builders strip iframes in their free tier or inside rich-text fields; use an HTML/embed block instead.
• Check the browser console on your page: a typo in the demo id shows as a 404.

Views aren't showing in analytics

Analytics count only published demos, and repeat visits by the same viewer on the same day count once. Your own testing from one browser therefore adds a single view per day, which is easy to mistake for "not counting".

Account

I can't sign in: "verify your email"

Email accounts must be verified before first sign-in. The login screen re-sends the link automatically when this happens; click it and you're in. Nothing arriving? Check spam, then use the resend button.

The password reset link says it expired

Reset links live for one hour and work once. Request a fresh one from Forgot password.

Still stuck?

Email support@escourtly.com with the demo link (if there is one) and what you expected to happen. Screenshots of any error message help enormously.