When resources of your website, like the images are not reachable by the Usabilla server you'll see that the screenshots of your feedback will not be generated correctly. Situations where resources are not available for the Usabilla Server are for example cases where your website is hosted locally or where the website is hosted within an intranet that is only accessible when you are connected to the intranet. To illustrate how the data flows and the resources are used see the image below.
The red user illustrates a situation where the web page is hosted in a closed environment. The green user illustrates a situation where the web page is hosted in a regular open environment. In both situations the Usabilla server receives the feedback from the user via the feedback button and the Usabilla server tries loading the resources to generate the screenshot. Resources include e.g. the images, CSS files, and fonts.
However in the situation of the red user the Usabilla server is not able to retrieve all resources from the server since the web page is hosted within an intranet. Since the resources can not be retrieved the Usabilla server is not able to generate the screenshot.
Feedback of the red user will therefore have a incomplete screenshot that was generated without the resources. Note: All the feedback will work correctly only the screenshot will not work correctly when resources are not available.
There are several components that can play part in the blocking of the Usabilla server from retrieving of the resources.
- Web server
- Networked PCs.
- Firewall hardware and software.
- Content Management Software.
- Other Application software.
When using Usabilla for Websites within an intranet or when you have resources that possibly can not be reached, it is strongly advised that you make sure that the Usabilla Server has access to the resources required for generating the screenshots before going Live.
In almost all cases you can fix the availability of the resources for the Usabilla server by whitelisting the ip-addresses of the Usabilla server within your local network. That way you allow the Usabilla server to make a connection to your website resources and the screenshot can be generated and added to the feedback.
Your Usabilla Customer Success manager can provide you with the ip-addresses that you'll need to whitelist. After receiving the ip-addresses you'll likely want to contact your company's system-administrator.