Recording won't start

Applies to

• Record your screen with the Layerpath Chrome extension, in Chrome on a computer.
• Owners, Admins, and Editors. Viewers can't create projects.

What you see

• Nothing happens when you select the Layerpath icon or Start recording, or you can't find the icon.
• Home shows Install extension, or Create > Record your screen offers Install Chrome Extension.
• "Failed to start recording. Try again."
• The new project opens with "We're sorry, but at this time we do not have any slides registered as there are no clicks captured during the recording."

Quick checks

• You're in Chrome, signed in to Layerpath.
• Reload the page you want to record, then start again.
• Click through the task while you record. Layerpath makes the steps from your clicks.

Causes and fixes

The extension isn't installed or is off

This happens when Layerpath can't find the extension in Chrome. Until it does, Home shows Install extension.

To fix it:

1. On Home, select Install extension. The extension's page opens in the Chrome Web Store.
2. Select Add to Chrome, then Add extension.
3. To keep the icon in view, select the puzzle icon in Chrome's toolbar, then the pin next to Layerpath.

If Layerpath is already listed at chrome://extensions but switched off, turn it on there.

It worked if Home no longer shows Install extension and the Layerpath icon is in Chrome's toolbar.

You're signed out of Layerpath

This happens when you aren't signed in to Layerpath in Chrome. The extension saves each recording to your workspace, so it needs you signed in.

To fix it:

1. Open Layerpath in a Chrome tab and sign in.
2. Go back to the page you want to record.
3. Select the Layerpath icon, then Start recording.

It worked if the recording starts. To end it, select the Layerpath icon, then Finish.

The page is one Chrome protects

This happens on Chrome's own pages, such as chrome:// pages, and on the Chrome Web Store. Chrome doesn't let extensions run there.

To fix it:

1. Open the website or web app you want to record in a regular tab.
2. Select the Layerpath icon, then Start recording.

It worked if the recording starts on that page.

The recording couldn't start

You see "Failed to start recording. Try again." This happens when Layerpath can't read the size of the tab you're recording.

To fix it:

1. Reload the page you want to record and wait for it to load.
2. Select the Layerpath icon, then Start recording.

It worked if the recording starts and the message doesn't come back.

The recording caught no clicks

The new project says there are "no clicks captured during the recording." This happens when you stop recording without clicking anything on the page. With no clicks, there are no steps to make.

To fix it:

1. Start a new recording on the page you want to show.
2. Click through each part of the task, in order.
3. Select the Layerpath icon, then Finish.

It worked if the new project has steps.

Still not working

Email support@layerpath.com, or select Support at the bottom of the sidebar on this site. To chat with support, go to Home in Layerpath, select the ? at the bottom right, then Contact us. Include:

• the page you tried to record, and what you selected
• what happened, and the exact message if you saw one
• your Chrome version, from chrome://settings/help