Troubleshooting
Fixes for the most common Supademo issues: embeds not loading, extension capture failures, silent recordings, playback problems, and SSO sign-in errors.
Fixes for the most common Supademo issues, organized by symptom. Each guide below starts with the most likely cause and works down the list, so you can usually resolve the problem in the first one or two steps without waiting on support. The guides cover the five areas that generate the most questions: embeds, extension capture, recording audio, demo playback, and SSO sign-in.
Before diving into a specific guide, two quick checks resolve a surprising share of issues:
Test in an incognito window with extensions disabled. Ad blockers and privacy extensions are the most common cause of demos or embeds behaving strangely.
Open the demo's direct share link. If the share link works but the embedded version doesn't, the problem is in the embed context, not the demo itself.
Find your issue
An embedded demo shows a blank or broken frame
The Chrome extension isn't capturing screenshots or clicks
A screen recording plays back with no audio
A demo won't advance, hotspots don't respond, or playback is slow
You can't sign in with SSO, or an SSO-gated demo won't open
Still stuck, or your issue isn't listed
Email support@supademo.com or browse the FAQs
Contacting support
If a guide doesn't resolve your issue, email support@supademo.com. You'll get the fastest resolution if you include:
A link to the affected Supademo (and the page where it's embedded, if relevant)
What you expected to happen and what happened instead
Your browser and operating system, and whether the issue reproduces in an incognito window
The demo link is the single biggest time-saver: with it, the team can reproduce most issues on the first try.
For questions about how Supademo works rather than something that's broken — plans, features, limits — the FAQs and Billing FAQ are the fastest place to look.
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