Userback's servers rebuild the page to take a screenshot, so they need to reach your page and its images, fonts, and stylesheets. Screenshots usually break when something blocks that access.
Common causes:
A firewall, or a site behind a login or basic authentication.
A local or development environment that Userback's servers can't reach.
CSP or CORS rules that block images, fonts, or styles.
Invalid HTML or CSS on the page.
Allow Userback's IP addresses
Add these IP addresses to your firewall's allowlist:
52.22.55.105 52.7.16.85
If you can't change the firewall yourself, send these to your developer or hosting administrator.
Add HTTP headers or basic authentication
If you can't allowlist IP addresses, identify Userback's screenshot requests another way.
Go to Feedback > Settings > Advanced.
Under HTTP Headers, add the headers your server should accept from Userback's screenshot servers. Ask your IT team or check your server documentation if you're unsure which to use.
If your site uses basic authentication (.htaccess), click Add under Basic Authentication and enter the login details. Userback doesn't store them in plain text.
Check CORS for images and fonts
If the screenshot loads but images or fonts are missing, your server may be blocking Userback with its CORS settings.
Add a CORS header such as:
Access-Control-Allow-Headers: *
Access-Control-Allow-Headers: screenshot.userback.io
Use Native Screenshot
For internal tools and development environments that Userback can't reach, turn on Native Screenshot. It uses the browser's own screenshot feature and asks the user for permission each time. See Native Screenshot.
Use the browser extension
The Userback browser extension takes screenshots with the browser's built-in tools, so it works on pages Userback's servers can't reach. It needs no code changes. Feedback from the extension doesn't include session replays, developer tools data, or JavaScript SDK features. See Installing the Userback Browser Extension.
Still stuck?
If screenshots on 3D or WebGL content come out blank, see Troubleshoot: Screenshots Not Capturing on WebGL or 3D Canvas. Otherwise, contact support with the page URL and an example feedback item.