FAQ / Troubleshooting¶
Answers to the gotchas that come up most often when setting things up. This will grow once there's a body of real support cases to draw from — for now it's seeded from the issues surfaced while writing the rest of this documentation.
Setup¶
"Project has no environment to scan"¶
A Scan needs a base URL to run against, and picks your project's Production environment (or the first one you added, if none is marked Production). If the project has zero environments, the scan fails immediately with this message. Add at least one Environment before scanning — see Getting Started.
My scan ran but found zero (or very few) pages¶
Check that the project also has at least one Language configured — scans discover pages per
language. If you're using Sitemap discovery, confirm /sitemap.xml actually exists and lists
the pages you expect; if it doesn't, switch to Crawler (follows links from your site instead)
or Manual URL list. Crawler discovery is also capped by your plan's crawl-depth limit — a
very deep site may need more than one pass, or a Selected paths scope to focus it.
I added a page but its Environment doesn't look right¶
Adding a Page (or a Language) with a URL VisualRunner doesn't recognize automatically creates a new Environment for you, guessing Production/Staging/Test from the hostname — so an unexpected Environment showing up usually means a page or language URL didn't match one you already had. See Environments.
Captures¶
"Chrome extension not detected" when I try to run a manual capture¶
Manual captures (from the Captures tab) run through the Chrome extension, not the server — you need it installed and, for uploads to your workspace, signed in to Cloud mode (a separate sign-in from the dashboard). VisualRunner also only works in Chromium-based browsers (Chrome, Edge, Brave); Firefox and Safari aren't supported. For anything that needs to run without your browser open — or against an environment that requires auth — use a Monitor instead, which always runs server-side.
Why can't I capture this environment manually?¶
Manual captures only work against environments set to No auth. Anything requiring cookies, headers, or basic auth can only be captured by a Monitor, which runs server-side with your saved credentials rather than in your own browser session.
My capture job says "Partially completed" or "Failed"¶
Open the job to see which individual captures failed and why (usually the page was unreachable, or an interaction rule's selector didn't match). A cancelled or failed capture still counts toward your period's usage even though it didn't produce a screenshot — it already occupied a slot.
My manual comparison isn't showing up in Review¶
That's expected — the Review queue only shows comparisons produced by a Monitor. A comparison you create manually from the Captures tab is reviewable too, but you'll find it back on that capture job's page, not in Review.
Monitors & notifications¶
Why didn't I get notified about a change?¶
Check your monitor's Sensitivity preset first. Low/Balanced/High use a fixed threshold (2% / 0.5% / 0.1% mismatch) regardless of what the "Notify above" field shows — that field only takes effect when Sensitivity is set to Custom. See Sensitivity. Also check whether an ignore rule covers the region that changed — an ignored region that accounts for the whole detected diff reports as 0% mismatch, which won't trigger a notification either.
My monitor shows "Paused" — why?¶
A monitor can pause itself (not just be disabled manually) for a few reasons: it has no valid scope (its page/language/viewport selection is empty), a run would exceed your plan's per-run capture cap, or its project's domain isn't active on your current plan. The dashboard doesn't currently show which of these caused it — if a monitor pauses unexpectedly, check your plan limits and the monitor's scope/environment first.
A change I don't care about keeps getting flagged¶
From the comparison viewer, select the noisy region and choose to ignore it — this creates an ignore rule scoped to that monitor (or, if you need it broader, to the page or the whole project). See Ignoring known-noisy regions. If the change was actually intentional and you just don't want it flagged again, use Update baseline from the full comparison report instead — that accepts the current screenshot as the new normal.
The notification bell shows changes from projects I don't work on¶
The bell shows recent activity across every project you have access to, not just the one you're currently viewing. There's currently no per-project filter on it.
Billing & plans¶
I can't create a project / activate a domain / enable a monitor¶
Each of these is capped by your plan — active projects, active domains, and enabled monitors all have separate limits. Disabled/draft monitors don't count against the monitor limit, so you can save one before deciding whether to enable it. Check your workspace's plan limits from Billing (owner only) or the entitlements shown wherever you hit the block.
I can't start a trial¶
Trials are one per workspace, and one ever per person — even across different workspaces, even if a prior trial already expired without converting. If you've used a trial before under this account, a new workspace won't get another one.
Only the owner can see billing — why?¶
Billing (checkout, plan changes, cancellation, invoices) is restricted to the workspace owner specifically, not just Admins — a deliberate narrower gate than the rest of the role ladder. Other roles can still see their current plan's limits via their usage, just not the billing screen itself.
Extension¶
Why is the extension asking for permission mid-capture instead of at install?¶
VisualRunner requests page access only when you actually start a capture, scoped to just the site that capture needs — not for every website up front at install time. This is intentional, not a bug — see Permissions.
Do I need an account to use the extension?¶
No — Free Local mode works with no sign-in at all; everything stays in your browser and exports as a zip you download yourself. It has its own smaller limits (5 languages, 2 country profiles, 2 viewports, 20 screenshots per session). Signing in switches you to Cloud mode, which is what powers manual captures from the dashboard and uploads results to your workspace. See Chrome Extension.