There can be a few reasons why a screenshot wasn't able to be captured for your bug.
1. Your site is behind Basic Authentication
If your site is protected by Basic Authentication, our Screenshot service won't be able to reach the URL (unless you use the browser extension).
To enable screenshots in this case, you will need to add your Basic Auth Username & Password to your project in BugHerd.
Your Basic Auth username and password cannot contain a #.
To do this, open Project Settings > Security, then enable Basic Authentication as shown below.
2. Your site is blocking our screenshot service
We've seen this can happen with sites that are protected by services such as Cloudflare. When we attempt to access your site for a screenshot, we add a user agent to each request:
'Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/131.0.0.0 Safari/537.36 BugHerd/1.0'
Add this header to your whitelist to allow our service to access your website.
This can also occur when the site has a Content Security Policy (CSP) that’s blocks our screenshot server. To resolve this, adjust your policy configuration to allow our screenshot server.
3. Our Screenshot service might be down 🚨🔥
You can check the availability of BugHerd's underlying services at anytime at https://status.bugherd.com/. We sincerely hope this isn't the problem but if it is, rest assured our team is frantically running around the office trying to solve the problem as quickly as possible.
4. Your site took longer than 10 seconds to load 😱
Chances are this isn't the case... and if it is, you've got bigger problems than why a screenshot hasn't appeared in BugHerd. Just thought we'd mention it. 😀
5. Maybe it's something else entirely?
If none of the above have explained the problem then get in-touch with us on [email protected]. We'll get to the bottom of it asap.