SDK & extension troubleshooting
No need to read the docs cover to cover — go straight to your symptom. The table below covers the most common Web SDK (floating widget) and browser extension problems; each row points to the deeper page where one exists.
Symptom table
Section titled “Symptom table”| Symptom | Likely cause | What to do |
|---|---|---|
| The floating ball never appears | Invalid sdk_key; project paused; the page’s CSP blocked the script; the host is not whitelisted | Confirm the project is active in the console; check that the domain whitelist contains the current host; look in the browser console for a script-loading error |
| The ball appears but the screenshot is blank / incomplete | Cross-origin iframes or canvas content, restricted by browser security policy | A known degradation; testers can also switch to the extension for that capture |
| Submit returns 403 | The page’s host is not on the project’s domain whitelist | Check the whitelist in the console: exact host or a one-level wildcard *.example.com |
| Submit returns 429 | The daily per-project or per-IP rate limit was hit | A protective limit that resets the next day; if it keeps happening, normal usage exceeds the limit — contact us |
| Extension installed but clicking does nothing | Page not refreshed after installing; extension not reloaded; browser too old | Refresh the page; click “Reload” on chrome://extensions; make sure you are on Chrome 111+ |
| No new row in the table | The site has no integration route bound; the integration was auto-disabled after repeated failures | Check the delivery log under “Settings → Integrations”; if it was disabled, fix and re-enable per Auto-disable & recovery |
| A share link won’t open | The retention period passed and it was cleaned up; or the owner deleted it | An expired link cannot be restored — ask the sharer to create a new one; retention rules in Data flow, storage & retention |
Three quick self-checks
Section titled “Three quick self-checks”Whatever the symptom, these three fix most cases:
- Refresh the page — pages opened before you installed the extension or changed settings will not pick them up
- Confirm account and project state — is the project active in the console? is your email verified?
- Read the logs — for integration problems the delivery log; for SDK problems the errors in the browser console
Still stuck?
Section titled “Still stuck?”Contact us with the details (see Service status & support): the page URL, the extension or SDK version you are using, the full error message, and a screenshot. With those we can usually answer in the first reply.
See also
Section titled “See also” Opens the feedback widget — the page URL and title are attached automatically