Mapping can only start once participants have the Scribe browser extension or desktop app installed and running. They must also be logged in, using a supported version, and consistently sending workflow activity to be considered actively mapping.
Where a participant can land along the way:
| Status | Meaning |
|---|---|
| On | Turned on in settings |
| Paused | Paused for 30 mins, 1 hour, 1 day or indefinetly depending on Adming configuration |
| Ready to Map | Mapping turned off in settings |
| Invited | Participant hasn't made an Scribe account yet |
| Pending Consent | Participant hasn't Acepted or Declined mapping |
| Incomplete setup | Participant hasn't installed/ downloaded tools |
| Declined | Participant has clicked Decline |
| Off | Participant paused indefinetly/ mapping turned off |
When someone's stuck on "Incomplete Setup"
- Confirm the invite was accepted; resend if needed.
- Check the extension or desktop app is installed on the browser/OS they actually use.
- Confirm they’re logged in.
- If consent is enabled, confirm they accepted it.
- Update the app or extension if outdated.
Once complete, the status should change to Ready to Map, then Actively Mapping when data arrives.
When someone's stuck on "Capture Error"
- Confirm they’re working in a whitelisted app; add missing apps in Workflow Mapping Settings.
- Check whether action volume is unusually low and whether the issue is new or ongoing.
- Rule out battery saver, VPN, or restrictive network policies.
- If the issue persists, contact your CSM or Support with the participant’s email and organization name.
Knowing when to escalate
Bring in your CSM or Support if Incomplete Setup drags on for days after every step above has been completed, if Capture Error persists after ruling out whitelist and connectivity issues, or if a participant who was previously mapping just stops with no change on your end to explain it.