This is a guide intended for Agents to understand if Screen Capture Companion app is working as intended while addressing common questions around behavior. The Companion App is NOT compatible with ChromeOS.

For standard Agent Screen Capture, you will see a Maestro icon within your helpdesk.

When the Maestro icon is grey, that means Screen Capture is currently not working as expected.

When the Maestro icon is blue, then Maestro Screen Capture is ready to start recording tickets.

If you are using a Mac and get an error that your computer or system denied screen sharing permissions, you need to give Chrome permission to share screen. Read more on it here.

Screen Captures will begin once you start working on a ticket/case. You will know when a recording begins when the Maestro icon has a red dot in the top right corner.

The Companion App is a part of Maestro's Screen Capture feature that helps with automatically managing Screen Share permissions. Outside of improving management of Screen Share permissions, Screen Capture will continue to use the same start and end triggers.

If configured to use the Companion App, you will need the Screen Capture Chrome Extension and the Companion App to properly do Screen Capture.

If you come across this message on the Companion App, there are 3 steps to check to ensure Screen Capture is working as expected

Note: it is possible you need to address all 3 reasons to resolve the issue

The Companion App is responsible for grabbing Screen Share permissions, and needs to work alongside the Chrome Extension to create recordings.

As a result, until your helpdesk is open (helpdesk being Zendesk, Salesforce, Gladly, or Twilio), you will continue to see the message that the connection was not established.

Note: Make sure you are also logged into your helpdesk and on the page where you typically would find yourself working tickets/cases.

If you are still unable to see recordings trigger despite having the Companion App and Chrome Extension open, it is possible you were not enabled for Screen Capture.

We recommend to check with your Maestro Admin or Team Lead to help confirm if you were enabled for Screen Capture.

This case will mainly apply to MacOS devices and is the rarest case. We recommend to first validate the First and Second reasons.

For MacOS users, we first recommend to let your Maestro Admin or Team Lead know first. For help in investigation, it maybe useful to share screenshots of these two setting spaces for MacOS:

For Windows, we recommend to check directly with your Maestro Admin or Team Lead to go through the proper channels to resolve.

If you are receiving this message when you are logging into Maestro, you will need to open the Companion App in order to access your helpdesk.

If done correctly, you will see the message "Ready to record" on the Companion App.

The Companion App will not tell you when a recording begins, to know when a recording begins, look at the Maestro tile in your helpdesk to see if the red dot appears.