When a customer can’t share their screen

They need Chrome or Edge on a computer

A guided session needs Chrome or Edge on a laptop or desktop. On a phone, a tablet, Safari or Firefox, the page says “This browser can’t share a screen” and asks them to open the same link on a computer in Chrome or Edge. Nothing has been shared and nothing has been kept.

That page has a “Copy this page’s link” button, so they can send the link to themselves and open it on their computer.

Sharing is blocked by the computer’s settings

Some work computers don’t allow screen sharing. When that happens the page says: “It looks like screen sharing isn’t allowed on this computer, perhaps by its settings. If you’d like, you could open this page on another computer.” They can copy the page’s link, or press “Try again”.

On a Mac

A Mac asks once for permission to share the screen. If it hasn’t been given, the screen comes through blank and the page says so. The fix is in System Settings → Privacy and Security → Screen Recording: allow the browser there, then quit it fully and reopen it.

They pressed Cancel, or shared the wrong window

If they cancel the browser’s list, the page offers “Try again”. If they share the Alongrail page itself, they’re told “You’ve shared this page by mistake” and can press “Choose the right window”. If what they share isn’t your software, the steps window asks them to share the window where they’re using it instead, with a “Change what I’m sharing” button.

A window share can’t follow them into another app. If a step takes them elsewhere, the steps window suggests sharing the entire screen instead. You can choose what each workflow asks them to share.