Software simulation recording looks blank, broken or won’t save

Last updated: September 14, 2026

If a software simulation you recorded with the Solidroad Chrome extension is not behaving as expected, this article covers the most common problems: the extension not showing in Chrome, a recording that plays back blank or incomplete, broken images, layout problems and a recording that fails to save. Each section gives the likely cause and what to try. If none of them fix it, the last section explains what to include when you report it so the Solidroad team can reproduce it quickly.

The extension is not showing in Chrome

The extension is either not installed, not pinned to the toolbar, or you are signed out.

Check the extension is installed from the Chrome Web Store. It only works in Google Chrome.
Click the Chrome Extensions icon and pin the Solidroad extension.
Open the extension and confirm you are signed in.

The recording plays back blank or incomplete

The page you recorded probably contains content the extension cannot capture. Most pages record well, but these types are known to cause gaps:

Embedded pages or widgets, which are common in Salesforce and Zendesk, may appear blank or incomplete.
Maps, charts and interactive graphics may not replay accurately.
Embedded PDFs and video players may not be captured.

Technically these are iframes, canvas and WebGL elements, Shadow DOM components and browser plugin embeds. The surrounding page content and your hotspots still work, so learners can usually follow the workflow around the gap. If the gap matters, try recording a simpler version of the workflow, and check you were on the correct page before you started recording.

Some images or icons appear broken

The simulation links to the original page’s images rather than saving a copy. Any image that needs a signed-in session, or that the page serves through a temporary link, will not load during playback. Page text and hotspots are unaffected. There is no fix for this on the recording side; if the missing image matters, add a step name or hotspot that tells the learner what should be there.

The layout looks wrong during playback

The recording was probably made in a large or full-screen browser window, which does not scale well to smaller screens. Make your browser window smaller, then record the workflow again.

The recording will not save or upload

Recordings sync while you are recording and upload the final batch when you click Stop and Save, so a dropped connection can lose the save. Check your internet connection and record again. If it still fails, report it using the section below.

Reporting a recording problem

Contact the Solidroad team via the Help tab in the platform and include:

A screenshot or short screen recording of what you are seeing.
The approximate time the problem happened.
What you were doing and what went wrong.
Whether the Solidroad team can get access to the tool you were recording. This makes it much faster to reproduce.

If you have any further questions, contact the Solidroad team via the Help tab in the platform.