Help
Capture Troubleshooting
Tips and solutions for working with web captures
Please follow these steps to resolve any issues:
- Check that the Navattic Chrome Extension is updated. You may have to remove and re-add it to force update it.
- Follow these instructions to check that your Chrome browser is updated.
- After updating the Chrome extension and your browser, please try to re-take the Captures.
- If the issue persists after updating everything, please toggle on the Advanced Settings of the Chrome extension one at a time and try to take Captures. The Advanced Settings can be found by clicking the Chrome extension > Select Settings > Advanced.
- If you are still experiencing an issue after testing the Advanced Settings, please email support@navattic.com, message us in the In-App chat, or report an issue within the Capture Editor.
FAQs
Below are resolutions to a variety of Capture FAQs. If these instructions do not resolve your problem, please email support@navattic.com or message us in the In-App chat and include a link to the broken Capture. Alternatively, you can create an issue report directly from the Capture Editor.Floating Dropdown
Floating Dropdown
If you notice that a dropdown is floating around depending on your screen size, you can either use the Fit Width responsive strategy or manually tether the dropdown with the Capture Editor. To tether a dropdown to an element, open up the Capture Editor > Select the entire Dropdown > Select Magic Editors > Click Tether > Click Tether to Element > Select the element the Dropdown should be attached to. From here, you can customize the dropdown’s position and click Save & Exit.
Watch video
Web Capture Technical Guide
Missing Stylesheets or Inconsistent Formatting
Missing Stylesheets or Inconsistent Formatting
If you notice that your Capture is missing a stylesheet when you preview it, it is possible that the Capture was taken with an outdated version of the Navattic Chrome Extension and/or Chrome browser. Please update your Chrome extension (you may have to remove and re-add it to force update it) and browser before taking the Captures again. If this does not resolve the issue, please email support@navattic.com and include a link to the broken Capture or create an issue report from the Capture Editor.
The page won't load before taking a Capture
The page won't load before taking a Capture
If you notice that your website won’t load with the Navattic Chrome extension, please try toggling on Disable HTML Patch in the Advanced Settings of the Navattic Chrome extension. The Advanced Settings can be found by clicking the Chrome extension > Select Settings in the top right > Advanced.If this does not resolve the issue, please email support@navattic.com and share a screen recording of the issue. Additionally, if possible, please give our team access to your product’s environment or a similar environment where you are taking these captures.
Popup won't load
Popup won't load
If your website has a popup window that won’t load with the Navattic Chrome extension, please try toggling on Popup Window in the Advanced Settings of the Chrome Extension. The Advanced Settings can be found by clicking the Chrome extension > Select Settings in the top right > Advanced.If this does not resolve the issue, please email support@navattic.com and share a screen recording. Additionally, if possible, please give our team access to your product’s environment or a similar environment where you are taking these captures.
Unable to select the correct element
Unable to select the correct element
The element selector uses the same HTML element groups as the original application, so you might not be able to select specific elements. Instead, we recommend using Beacons to bring attention to specific areas of your application.
Can't edit the text behind the dropdown or popup
Can't edit the text behind the dropdown or popup
If you cannot edit elements behind a dropdown menu or popup/modal, it may be because there is an Overlay. You can remove the Overlay using the Capture Editor by selecting the element > Click Magic Editors > Overlay > Remove Overlay.If an Overlay is detected, you will often see a “Remove Overlay” message in the Capture Editor. You may have to remove multiple Overlays to reach the element you’d like to edit.
Watch video
Web Capture Technical Guide
Captures look different depending on the screen size
Captures look different depending on the screen size
If your Captures look different on varying screen sizes, we suggest using the Fit Width Responsive strategy. Learn more about Responsive Strategies.
If you are embedding your demo, we also recommend using the **Fit Width **Responsive Strategy.
Missing image or need to update an image
Missing image or need to update an image
If you notice that an image wasn’t captured or you want to update an image, you can use the Capture Editor to replace the image. To replace an image, open the Capture Editor > Select the image you want to replace > Click Upload Image > Select an image from your local storage > Click Save & Exit. If the image is part of the background, you can select the empty element and use the Background feature to upload the image.
Try a demo
Web Capture Technical Guide