Storyline Record Screen Text field shows as hotspot

We use a web-based banking app from fiserv called Navigator. When we do a screen recording, the text entry fields have problems. Sometimes they get recorded but they don't appear on the screen (they are very small and in the upper left margin outside the screen. Or sometimes they do not appear at all and they get recorded as hotspots. This does not happen with other applications (like Notepad) and even with other web pages.

I would like to report this to fiserv, but I'm not sure what to tell them. Are there some design choices or shortcuts they took to cause this problem?