If your roleplay loads and starts normally but something goes wrong partway through or after you finish — an access error, a save failure, a browser crash, unresponsive controls, or a missing score — the steps below cover the most common causes. If your roleplay won't start or load at all, see Troubleshooting: Roleplay Not Loading instead.
"Roleplay Not Found" or access errors
This usually means the roleplay link you're using has been deleted, moved, or was never shared with you. Ask whoever sent the link to confirm it's still active and that your account has access.
If you were removed from an organization, a Content Space, or a Group since you first got the link, you may lose access even if the roleplay still exists. Check with your org admin.
If you belong to multiple Yoodli organizations, make sure you're active in the correct one before opening the link — a roleplay that belongs to Org A won't be visible while you're active in Org B. See Switching Organizations.
Double-check the URL wasn't truncated when copied or pasted (common with some chat apps and email clients).
"Error on Save" or your session doesn't save
Don't close the browser tab or navigate away immediately after finishing — give Yoodli a few seconds to upload and save the recording before leaving the page.
An unstable internet connection during upload is the most common cause. If your connection drops mid-save, reopen the roleplay tab (don't start a new session) to see if the save resumes; if not, you'll need to redo the session on a more stable connection.
Very long sessions can be more likely to hit save errors. If you're consistently seeing this on long roleplays, try breaking practice into shorter sessions.
If the error persists on a stable connection, contact support with the approximate time the session ended — we can check server-side whether the recording was received.
Browser runs out of memory or crashes mid-session
Close other tabs and apps before starting a roleplay, especially video calls, streaming, or other tabs using your camera/microphone — these compete for memory and can cause the browser to crash mid-session.
Restart your browser (fully quit and reopen, not just close the tab) to clear accumulated memory usage, then try again.
If you routinely run long sessions or use Visual Content (slides, PDFs, images) during roleplays, memory pressure is more likely — make sure your browser is up to date, since older versions are less efficient at managing this.
This is more common on lower-memory devices (e.g., Chromebooks or older laptops). If it happens consistently on one device but not another, that confirms a device-side resource limit rather than a Yoodli issue.
Mouse, clicks, or controls not responding during a roleplay
Click once directly inside the roleplay window to make sure it has focus — clicks can register on the wrong element if a browser popup or another window stole focus first.
Disable browser extensions (ad blockers, privacy tools) that inject scripts into the page — these can occasionally intercept click events. Test in an incognito/private window with extensions off.
Zoom level set to anything other than 100% in some browsers can misalign clickable areas. Reset browser zoom to 100% and try again.
If controls freeze entirely (not just misaligned), this is usually the same underlying cause as a memory/performance issue — see the section above.
Score is missing after finishing a roleplay
Scoring runs after your recording finishes uploading, so it can take a few minutes to appear, especially for longer sessions. Refresh the recording page before assuming it's missing.
If the session hit a save error (see above), scoring won't run, since there's no completed recording to score.
Some roleplays use Unscored Goals by design — check with your program admin or builder whether the roleplay was intentionally set up without scoring.
If it's been more than 15–20 minutes with no score and the recording is confirmed saved, contact support with the roleplay/recording link.
Still stuck?
Contact Yoodli support with the following so we can investigate faster:
The roleplay or recording URL
What stage the error happened at (before, during, or after the session)
Your browser, browser version, and operating system
Approximately when the session took place
A screenshot of any error message