A quick checklist for the most common reasons Autocapture doesn't behave as expected after setup.
My team isn't showing up as captured
- Check the Mapping Health Dashboard to see why a specific user isn't being captured, rather than assuming. It shows different issue buckets (e.g., extension not installed, session expired, app not approved) that explain what needs attention for each person.
- Confirm the extension (or desktop app, on Enterprise) is installed, signed in, and running a supported version for each person.
- If you bulk-invited users, remember that Workflow Mapping isn't turned on automatically for them unless it was already enabled for the team they joined — bulk invite only sets their role. Check whether Workflow Mapping still needs to be enabled for those users individually.
An app isn't being captured
- Confirm the app is actually on your approved list, only apps with an AppTag are captured.
- On Enterprise, check for team-level overrides. A team can exclude an app that's approved everywhere else in your organization, which can look like a bug if you're not expecting it.
- Custom or internal tools are never added automatically, an admin has to add a custom AppTag mapped to the tool's URL or application name.
A teammate accepted our terms and privacy policy, but Autocapture still isn't running for them
These are two separate things. Accepting any agreements, like the Terms of Use and/or Privacy Policy for Pro Team customers, in the extension doesn't turn Autocapture on for that person, and turning Autocapture on doesn't require re-accepting terms. Check enrollment and app coverage separately from any terms-acceptance step.
Enrollment doesn't match what I set in Scribe
If your organization uses SCIM, enrollment is controlled by your identity provider's group mappings, not by toggles inside Scribe. If someone's coverage doesn't match what you'd expect from the Scribe UI, check the group mapping in your identity provider first.
People keep getting signed out, and capture stops
Some organizations use short session-timeout policies that can interrupt workflow mapping before it has a chance to run. The default and recommended session window is 30 days. If your organization's session timeout is set below that threshold, you'll see a warning banner in Settings flagging the potential impact on workflow mapping coverage, and you'll be prompted to increase the session duration.
Good to know
Most setup issues come down to one of three things: who's enrolled, which apps are approved, and whether the extension or desktop app is actually running. Checking those three first resolves most cases.