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If a Companion session paused, disconnected, or seems to have captured nothing, the good news is that your work is usually recoverable — and you often don’t need to re-run at all. This guide covers the common cases and what to do for each.
Before you re-run anything: a session that looks “lost” is often just paused, unsubmitted, or captured under a different process. Work through the relevant section below first — re-recording is rarely the fix.

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”My session keeps pausing on its own”

The most common cause is your browser or system, not Klarity.
  • Chrome or Edge version 148 has a known browser-level bug that can drop the screen-share connection. Fix: update Chrome/Edge to version 149 or later (chrome://settings/help or edge://settings/help triggers an update check), or switch to Firefox or Safari, which aren’t affected.
  • System or network pressure. Companion captures continuously and is sensitive to resource strain. Before a session: close heavy apps you’re not using (Teams, Zoom, extra browser tabs), run Companion in a separate browser window (not a background tab — browsers throttle background tabs), and consider a dedicated window for it.
  • Two screens pause more often than one. If you’re sharing dual monitors and hitting frequent pauses, try sharing a single screen for longer, more stable sessions.
If a session is actively dropping, rejoining can work, but switching browsers is the more reliable fix mid-session.

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”Is it paused, or actually stuck?”

These look similar but are different. The reliable signal is whether your Activity Log is still advancing — not the pause indicator, which can lag.
  • If it’s paused: use the Resume control to continue, or End session if you’re done. You’re in control from the session dashboard.
  • If it’s genuinely stuck (no Resume/End controls, or the page loads blank after refresh) and a hard refresh doesn’t clear it: your data is almost always still intact on the backend. Contact support to finalize the session so your contributions land in the Process Index — don’t keep refreshing or start over.

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”My session ended but nothing was captured”

Usually the work isn’t lost — one of these is the reason:
  • It wasn’t submitted to the Process Index. Ending a session is separate from submitting it. On the Companion dashboard, use Submit to Process Index to publish the session. This is the most common cause of “nothing showed up.”
  • Some activity happened while paused. Anything performed while the session was paused isn’t captured. Check whether the missing work lines up with a pause.
  • It landed somewhere you didn’t expect. Your session may have been recorded as a new observation on an existing process rather than a brand-new one — look for it under the related process, not only as a new entry.
  • Klarity judged part of it as noise. Very short or off-process blocks (a few minutes of troubleshooting, app access, etc.) may be filtered out intentionally. This is expected and keeps the index clean.

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When to re-run

Re-record only if: the session genuinely captured little real work (e.g., it dropped early and the Activity Log barely advanced), and support has confirmed there’s nothing recoverable. For a fresh run, set yourself up for success — update your browser, close heavy apps, share a single screen, and aim for a longer continuous session.

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When to contact support

Reach out if:
  • A session is stuck with no Resume/End controls after a hard refresh.
  • You’ve confirmed real work was done (with Companion active, not paused) but it’s missing from the timeline.
  • You need a session finalized so its contributions reach the Process Index.
When you contact support, include: your workspace name, the session ID (or a link to the session), the approximate time range you were recording, and what you expected to be captured.

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Where to go next

Running your first Companion session

Set up a clean session from the start.

Capturing current state — quick reference

The full reference for capturing your processes.