Start here: Confirm the official extension is enabled, reload the webpage, use a regular http:// or https:// page, and check Chrome site access. Do not clear extension storage or uninstall as a first troubleshooting step because local annotations may be removed.
The toolbar or launcher does not appear
- Confirm Web Markups is enabled in Chrome's extension manager.
- Reload the webpage after installation or an extension update.
- Review Web Markups site access for that page.
- Try another ordinary webpage.
Chrome blocks extensions on its settings pages, the Chrome Web Store, and some other protected surfaces. A managed browser can also restrict site access.
The webpage is difficult to click or scroll
Choose Browse after drawing. Click an empty part of the page to clear annotation handles. Turning Web Markups off hides its overlay and returns the page to its ordinary state without deleting saved annotations.
A saved annotation is missing
- Return to the same full page address, including its path and query.
- Use the same Chrome profile and the same extension installation.
- Activate Web Markups; hidden annotations are restored when the overlay opens.
Annotations are local and are not restored from a website account. Avoid clearing extension storage or uninstalling until you have decided that the local annotations are no longer needed.
A screenshot did not save
- Keep the source tab active until the screenshot completes.
- Open
chrome://downloadsand check for a failed or blocked download. - Review Chrome's configured download location.
- Try a smaller selected area or a different ordinary webpage.
The location control opens Chrome Downloads settings; it does not capture media or provide a native future-file picker.
A browser-tab recording failed
The source chooser was canceled
Start again and select a browser tab. Web Markups rejects window and entire-screen sources.
MP4 is unavailable
Choose WebM. MP4 is shown only when Chrome reports support for the required recording format.
The source tab closed
Closing the selected tab ends the recording and releases the capture session. Check Downloads for a valid completed file before retrying.
A second recording will not start
Finish or cancel the active recording and wait for final saving. Paused and finalizing sessions still count as active.
A keyboard shortcut does not work
Open chrome://extensions/shortcuts and confirm Chrome assigned the command. Resolve conflicts with other extensions, then reload the target webpage. Shortcuts cannot operate on protected Chrome pages.
Account or cloud storage is unavailable
- Local annotations and local capture can continue without an account.
- Start a fresh connection through More → Account & storage.
- Confirm that the website reports a successful connection.
- Check the dashboard for the current server-verified plan.
- Select Cloud explicitly for the next capture after Pro is confirmed.
Do not restore access by allowing arbitrary extension IDs, callback addresses, or copied authorization codes.
When to contact support
Contact Web Markups support when the problem persists on a normal webpage after reloading and checking site access. Include Chrome version, operating system, the action you attempted, and the exact friendly error message. Do not send passwords, verification codes, session tokens, private captures, or exported browser data.