Help

Troubleshooting

Almost every capture problem is one of five things, and the capture detail panel tells you which before you change anything.

Start with the capture detail

Open the schedule, open the capture, and read two facts in Capture Details before touching a setting.

Value	Meaning
`Response`	What the page itself answered. 200 means you reached it and the problem is rendering. 401, 403 or 404 means you never got the page, and no capture setting will fix that.
`File size`	A tiny file for a full-page capture means almost nothing rendered. A large one that looks blank means it rendered and the content was not there yet.

Then use Quick Capture to test

Change one setting, press Quick Capture, look at the result. It runs the identical pipeline immediately, so you are not waiting a day per attempt.

If none of this explains it, tell us

Use Report a problem in the account menu at the foot of the sidebar. Paste the schedule's address and the capture time from its details into your message — that is most of what we would otherwise have to ask you for.

The capture looks blank or half-loaded

Status 200, but the image is empty, partial, or full of placeholder boxes.

1
Raise Page timeout
On the Web Profile. The default is 30,000 ms and the maximum is 60,000. A heavy page, a slow origin or a lot of third-party scripts can genuinely need more.
2
Raise Scrolling delay
Full-page captures only. If images appear as you scroll past them, the capture is moving faster than the page can load. The default is 2,000 ms; up to 10,000 is allowed.
3
Check ad blocking is not the cause
A few sites detect a blocker and refuse to show content. Turn Block ads off on a clone of the profile and compare.

Something is in the way

Value	Meaning
`Cookie or consent banner`	Dismiss pop-ups on the profile closes most of them. For one it misses, use a click selector on the accept button, a hide selector on the banner, or set the site's consent cookie on the profile.
`Chat widget or sticky bar`	A hide selector on its container.
`Advertising`	Block ads on the profile, which is on by default.
`Newsletter or exit-intent modal`	Dismiss pop-ups on the profile, also on by default.

Selectors live on the schedule, under Page tweaks. See advanced selectors.

It captured the login page

Either the page always needed authentication, or a session you set up has expired. The second is more common and more annoying, because the schedule keeps capturing the login screen quite happily.

Set a session cookie or an authorization header on the Web Profile — see headers and cookies.
Prefer a long-lived token over a session cookie where the site offers one.
After setting it, Quick Capture once and confirm you got the real page rather than the login screen again.

The schedule is not running

Value	Meaning
`Status is Paused`	Resume it from the schedule's menu.
`Status is Paused - storage full`	The account ran out of storage. Delete captures or add storage and it resumes on its own.
`Status is Paused - subscription ended`	Subscribe again and it resumes on its own.
`Status is Stopped`	It was stopped, or it passed its Stop after time. Clone it to start again.
`Next Run is far in the future`	Check the Trigger Window on its Web Profile. A window with no matching days is the usual cause.
`Nothing runs at all across the account`	Check Billing — a cancelled or lapsed plan pauses scheduled captures, and an exhausted included volume stops them unless over-limit is enabled.

Trigger Windows are the commonest cause of a silent stop

A window needs days it can match. If Days of the Month is left on None, the trigger has no dates to match against. Set it to All when you only care about time of day.

Captures are not arriving in storage

1
Check the destination's connection
Under Configure → Cloud Storage, in the Connection column. Needs reconnect means the credentials have lapsed — Reconnect account for Drive and Dropbox, Update credentials for S3. Test connection checks it again.
2
Check it is not paused
A destination whose uploads are paused, or one marked Paused by plan, is configured but not delivering.
3
Check the profile points at it
A Web Profile whose Deliver to is Nowhere delivers nowhere. It needs My defaults or Choose….
4
Check the destination itself
A full Drive or Dropbox, a deleted bucket, or a key whose permissions changed will all accept the configuration and then fail the upload.

This matters most with zero retention

A profile set to “Do not keep after delivery” pointed at a destination that has stopped working is the one arrangement that can lose captures. If you use it, check the Connection column regularly.

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