Screenshot or video was not generated

If a capture didn’t appear in your cloud storage, it’s usually due to one of these reasons:

• • The schedule is outside its Trigger Window
• • The schedule hasn’t reached its start time yet
• • The cloud storage integration is unhealthy
• • The page failed to load within the timeout

Capture ran at the wrong time

Captures always run in the timezone configured for the schedule or account — not server UTC.

• • Timezone was changed after schedule creation
• • Daylight Saving Time shift occurred
• • Trigger Window restricts allowed hours

Tip: Always use city-based timezones like America/New_York instead of fixed offsets.

Screenshot is blank or incomplete

Some pages load content dynamically or require user interaction before rendering fully.

• • Page relies on JavaScript rendering
• • Content loads after a delay
• • Cookie banners or modals block content

Login-protected pages are not captured

Private pages require authentication data to be provided via a Web Profile.

• • Cookies expired or invalid
• • Headers missing authentication tokens
• • Session timed out before capture

Solution: Update cookies or headers in the Web Profile and test again.

Files are missing in cloud storage

If a capture ran successfully but files are missing, it usually points to a delivery issue.

• • Cloud storage profile is inactive
• • Permissions were revoked
• • Folder path was changed or deleted

Check the Cloud Storage profile health and reconnect if needed.