FAQs & Troubleshooting

Use the Chrome extension to record browser workflows with IPPO. You can also upload an existing video through the web app, or use the project's PDF/DOCX document import flow.

It varies with the source and workload. Check the item's current status in Videos. If it fails or stays unchanged, record the visible status and follow the processing troubleshooting article.

Yes, with the appropriate editing access. Review step text, order, screenshots and language versions in the guide editor. Always check the draft before publishing.

No. A shared guide and project membership are separate access paths. Invite collaborators through Project access when they need to work within the project.

Open Usage & limits for account allowances and consumption, and Plans & billing for subscription information. Use those current values when deciding whether to upload, generate or change a plan.

1. Confirm that IPPO is installed and enabled in the Chrome profile you are using.
2. Open the extension and complete the connection flow, then refresh the IPPO web app.
3. If your browser is managed, ask its administrator whether the extension is allowed.

1. Return to the intended website tab and reopen IPPO there. Browser internal pages may not support recording.
2. Choose Start and review Chrome’s permission prompt. If you cancelled it, start again and choose the intended source.
3. Record a short test, choose Stop, then review the result before attempting the full workflow.

1. Read and record the exact error, filename, type, size and time.
2. Check your connection, supported format and current Usage & limits. Keep the upload page open while it is running.
3. Check Captures and the destination project for a completed copy before retrying. A refresh does not guarantee that uploading resumes.
4. If the same error repeats, send the details to Support without attaching a private recording.

1. Keep the editor open. Check the visible save status and your connection.
2. If Step changes were not saved appears, expand Your retained draft and check the content. Correct the connection problem, then choose Retry save if offered.
3. If Guide changed — draft retained appears, choose Reload latest. Compare the retained draft with the latest guide, then apply only the changes you want to keep. Dismiss retained draft removes this recovery notice; copy anything you still need first.
4. Confirm that you still have Editor or administrator access. Avoid editing the same guide in multiple tabs while investigating. If the error repeats, report the guide, time and exact save error to Support.

1. Look for Unsaved editor drafts in the editor. Check the field, step and time, then expand View draft. A draft may contain a guide title, step title, description, section name or callouts.
2. Choose Restore for review to reopen the draft. If saved content has changed, compare it carefully before keeping your edits.
3. Save the restored field with its normal Save control. Restoring for review does not itself save the draft to the guide. Choose Discard draft only when you no longer need its contents.

For an overview draft, open Overview and choose Restore overview draft. Use Compare saved or Load latest for comparison when offered, then Save overview. Discard overview draft removes the unsaved overview draft.

1. Check whether one step or every step is affected.
2. Open Edit screenshot on the affected step. Inspect its image and annotation state.
3. Correct the annotation or use the screenshot replacement workflow, then save and verify the guide image.
4. If the image still fails, include the affected step number and whether the issue also occurs in export when reporting it.

1. Open Publish and inspect Export activity for the current job’s status and error.
2. Wait for an active job to finish. For an unavailable completed file or failed job, use Export again.
3. Check format, languages and Document layout before retrying.
4. Open the resulting file. If the failure repeats, send the guide name, selected options, time and exact error to Support.

Check which account is signed in and whether it matches the invited email. Ask the project owner to confirm membership or the invitation status. A removed or archived project can also explain why something is not visible where expected.

The link may be expired, revoked or paused by project policy. Ask the guide owner to inspect it on Publish. If a password is required, obtain the current password from the owner through an appropriate channel.

An access error does not always mean a new link is needed. Review project sharing policy before regenerating a link, and use a separate browser session to test recipient access.

Report the affected route, the account email, approximate time and exact error. Share a project or guide identifier if available. Do not include the share password or authentication credentials.