When resources of your website, like the images are not reachable by theGetFeedback Digital server you'll see that the screenshots of your feedback will not be generated correctly. Situations, where resources are not available for the GetFeedback Digital 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 GetFeedback Digital server receives the feedback from the user via the feedback button and the GetFeedback Digital 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 GetFeedback Digital server is not able to retrieve all resources from the server since the web page is hosted within an intranet. Since the resources cannot be retrieved the GetFeedback Digital server is not able to generate the screenshot.
Feedback from the red user will, therefore, have an 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 GetFeedback Digital server from retrieving of the resources.
- Web server
- Networked PCs.
- Firewall hardware and software.
- Content Management Software.
- Other Application software.
When using GetFeedback Digital for Web within an intranet or when you have resources that possibly cannot be reached, it is strongly advised that you make sure that the GetFeedback Digital 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 GetFeedback Digital server by allowlisting the ip-addresses of the GetFeedback Digital server within your local network. That way you allow the GetFeedback Digital server to make a connection to your website resources and the screenshot can be generated and added to the feedback. The connection uses a regular TCP connection that uses ports 80 and 443.
The following IP addresses need to be allowlisted. You will most likely want to pass these on to your system administrator.