If you're using a piece of software, then you're going to hit a bug from time to time.
Sometimes those bugs are easy to fix, but sometimes they're a little tricker, because they're being caused by a combination of factors, some of which may be outside of our control. Such as the browser you're on, the speed and quality of your internet connection, how your browser controls its caching, and a hundred other things.
That's why we might ask you to record a "debug" video for us which shows the "Control" window in the Chrome web browser.
If we do ask you to do that, then here's how:
Some helpful links:
Thanks for your help! It really does help us find the problems so much faster when we know what we're looking for. :)