Chrome Extension not detected
Symptom: The recording modal shows a warning instead of “Extension Connected,” or a new tab fails to open after clicking Continue. Fix: Make sure the Velo Chrome Extension is installed and enabled. Go tochrome://extensions and confirm the Velo Companion extension is toggled on. If it’s installed but still not detected, try refreshing the Velo page. If the issue persists, see the Chrome Extension Troubleshooting guide.
Chrome screen picker doesn’t appear
Symptom: You click Continue but nothing happens - the Chrome sharing dialog never shows up. Fix: This usually means the extension isn’t active in the current browser context. Try the following:- Reload the Velo page
- Click the extension icon in your Chrome toolbar and confirm it’s active
- If you’re using a different Chrome profile, make sure the extension is installed in that profile
Microphone not working
Symptom: The session starts but Velo can’t hear your microphone, or the transcript comes back blank or silent. Fix: Check that your browser has microphone permission for Velo. In Chrome, click the lock icon in the address bar → Site settings → Microphone → Allow. Refresh and try again. Also confirm your microphone is set as the default input device in your system audio settings, and that no other application is blocking it at the system level.Transcript is inaccurate or missing
Symptom: After narrating, the transcript is empty, garbled, or doesn’t match what you said. Fix: This usually happens due to low microphone volume or background noise. Try recording again in a quiet environment and speak clearly, closer to your microphone. Check your system mic settings to ensure the input volume is adequate.File format not accepted
Symptom: Velo rejects your file on upload or nothing happens after selecting it. Fix: Check your file is in a supported format:- Videos: MP4, MOV, or WEBM
- Documents and images: PDF, PNG, JPG/JPEG, GIF, or WebP
Upload fails or stalls
Symptom: The upload progress bar stops or the upload fails partway through. Fix: Check the following:- Videos must be under 1 GB. PDFs and images must be under 100 MB each, with a maximum of 10 files per Velo.
- Ensure your internet connection is stable - large uploads are sensitive to drops.
- Try refreshing the page and uploading again.
- If the file is too large, compress or split it before re-uploading.
The recording saves but the video is blank or black
Symptom: After stopping the recording, the preview shows a blank or black video. Fix: This happens when the screen share was stopped before any frames were captured, or the wrong source was shared. Confirm you selected the correct tab or window in the Chrome picker, and that the source was fully loaded before you started navigating. Try starting a new recording.The recording cuts off early
Symptom: Your Velo only shows part of your walkthrough - the rest is missing. Fix: Screen recordings can be affected by a tab becoming inactive or the browser going idle. Keep the Velo tab and your recording target both visible during the session, and avoid switching to other applications in a way that hides the shared content.Agent can’t load the page (bot protection / Cloudflare)
Symptom: In the Browser Agent live feed, the page shows a Cloudflare or “Performing security verification” screen and the agent can’t get through. Fix: The website has bot-detection that’s blocking the agent. This is common on sites like Product Hunt, some SaaS marketing pages, and high-traffic sites. The agent cannot bypass these checks. Alternatives:- Use a staging URL or a different URL without bot protection
- Use Capture Screen Recording instead, where you record through your own authenticated browser session
- Contact the Velo team if this is a recurring issue for your product