> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usevelo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Common Issues

> Fixes for common problems across all Velo creation methods.

## 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 to `chrome://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](/chrome-extension/reinstall) 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:

1. Reload the Velo page
2. Click the extension icon in your Chrome toolbar and confirm it's active
3. 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

If your file is in a different format, convert it before uploading.

***

## 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

***

## Agent recording failed or got stuck

**Symptom:** The Agent Activity log stops updating, the live feed freezes, or you get an error during recording.

**Fix:** Click **Cancel Session** and then click **Go, Make my Velo →** to restart the agent from the Script Review page. If the agent repeatedly fails on the same URL, try a different URL or switch to **Capture Screen Recording**.

***

## Script quality is poor

**Symptom:** The generated script is repetitive, off-topic, or doesn't reflect the product well.

**Fix:** Click **Regenerate Script** on the Script Review page. Before regenerating, update the **Additional Instructions** field with more specific guidance - describing your audience, tone, and what to focus on typically produces much better results.

***

## Voice generation failed

**Symptom:** Clicking Generate Voice shows an error or produces no audio.

**Fix:** Check the Scripts panel to see how many voice generations you have remaining. If you're out of free generations, you'll need to upgrade your plan. If you still have generations left, try clicking Generate Voice again - transient errors usually resolve on retry.

***

## Still stuck?

Reach out via the chat bubble in the bottom right of the app, or email [support@usevelo.ai](mailto:support@usevelo.ai).