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Extension not detected

Symptom: The recording modal shows a warning instead of “Extension Connected.” Fix: Make sure the Velo Chrome Extension is installed and enabled. Go to chrome://extensions and check that 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.

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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

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The recording saves but the video is blank or black

Symptom: After stopping the recording, the preview on the Select Voice page 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. Check that you selected the correct tab or window in the Chrome picker. Try starting a new recording and making sure the source is fully loaded before you start navigating.

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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 tab becoming inactive or the browser going idle. Make sure the Velo tab and your recording target are both visible during the session. Avoid switching to other applications in a way that hides the shared content.

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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 a retry.

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Still stuck?

If none of the above resolves your issue, reach out to the Velo team via the chat bubble in the bottom right of the app, or email support@usevelo.ai.