Troubleshooting the Extension
Most problems come down to a permission your browser or computer hasn't given yet, or a connection that has ended. Find what you're seeing below. Nothing you've captured is lost while you sort it out.
The extension and its button
Chrome turned Hippius off after an update
When an update needs a new permission, your browser keeps the extension off until you approve it. Open the puzzle piece menu or chrome://extensions (edge://extensions in Edge), find Hippius, and accept the new permission to turn it back on. The last update that did this added insights and comments to your links.
The Hippius button shows a "!"
A shortcut couldn't run. Hover over the button to see why, or open the popup, which says it too. The usual reasons are a page no extension may capture (your browser's own pages and the extension store), the Free plan's 25 recordings being used up, an account with no plan, or Hippius not being able to count your recordings.
I can't find the Hippius button
It's probably not pinned. Click the puzzle piece at the top right of your browser and click the pin next to Hippius. See Pin it to your toolbar.
A shortcut does nothing
It may have no keys, or another extension may use them. Open the keyboard panel in the popup and use Set, or see Change a shortcut.
Connecting and your password
Hippius asks me to connect again
You probably restarted your browser. The connection to your account is kept only while the browser is open, so after a restart the popup shows Connect your Hippius account again, as on your first day. Click Connect account, then Connect on the console page, and enter your unlock password if the console asks.
If the browser was open the whole time, the connection ended for another reason: you disconnected, signed out of the console, or your sign-in ran out. The popup says your session ended and offers to connect again. To switch to another Hippius account instead, choose Use a different account.
Anything you captured in the meantime saves once you're connected. Captures taken while you weren't connected wait on your computer unencrypted until then (why).
The console asks for a password I never made
Your account doesn't have an unlock password yet. That's normal for a brand-new account, but the Connect dialog asks for one anyway. Close the dialog and set one first: click your account at the top right of the console, choose Settings, and click Set Password next to Unlock Password. Write down the 12 words it shows you, choose a password, then go back to the Connect page and click Connect. Set your unlock password has the steps.
The console keeps asking for my password when I connect
The console needs your unlock password to hand the extension the key to your captures drive (why). It's the same password that opens your files in the console, not the password of your Google, GitHub or Apple account. If you've forgotten it, see If you forget your password.
Connect says the extension didn't answer
The console couldn't reach the extension in this browser. Check that Hippius is installed and turned on at chrome://extensions (edge://extensions in Edge), and that you opened the Connect page from the extension's own Connect account button in the same browser. Then try again.
Connect says the extension is connected to a different account
The extension is already connected to another Hippius account. Open the popup, disconnect with the button next to the account at the bottom, then click Connect account again while you're signed in to the account you want.
Recording and the camera
My camera isn't in my recording
With Screen, your camera floats in a window of its own, so it's only in the video when you share your entire screen. Share a window or a tab and the bubble isn't recorded. To show your face with one tab, record with This tab. To show it with one window, record an Area drawn around that window. Your camera with Screen explains.
My camera disappeared from a tab recording
In a tab recording, your camera bubble is drawn inside the tab. If the tab moves to another website, your browser won't let Hippius draw there until you click the Hippius button on the new page. On that tab, open the popup and click Put my camera back.
The camera or microphone shows Allow again
Your browser no longer lets Hippius use them, for example because they were allowed only once, or taken back in the browser's settings. Click Allow and allow them for Hippius again.
The sharing dialog lists no screens or windows (Mac)
macOS needs to allow your browser to record the screen. Open System Settings, then Privacy & Security, then Screen & System Audio Recording (Screen Recording on older versions of macOS), turn your browser on, and restart it.
Record says it couldn't count your recordings
On the Free plan, Hippius checks how many recordings you have before starting. When it can't (you're offline, or Hippius couldn't be reached), it doesn't start, so it never records something it can't save. Check your connection and click Retry.
Saving
A capture says Not saved yet
It couldn't be uploaded straight away, for example because you were offline, you weren't connected, or your Drive is full. It waits in your browser. Click Retry (or Save) on its row to open its card, which offers the next step. See If a capture isn't saved yet.
The popup says No plan
Your account signs in with an access key and has no Drive plan, so there's nowhere to save captures. Click See plans to pick one. Anything you captured in the meantime saves when you click Retry. See No plan.
Something else
Click the help button at the top of the popup and choose Copy diagnostics. It copies a short report of what Hippius did recently, with no account details, links or keys, which you can paste when you contact support. Questions and Answers may also have your answer.