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Project Setup Troubleshooting

5 min
Mar 20, 2022

I can’t create a new project 

Before contacting us via the support widget, we recommend checking a few things that might help you solve this issue. 

There are a couple reasons why you might not be able to create a new project: 

  1. Invalid URL syntax.
    Please check that the URL format you are trying to enter is valid.
Webvizio Troubleshooting - invalid URL format
  1. Using unsupported file formats for image-based documents.  Webvizio currently supports JPG; PNG; or JPEG formats only. 

    If a file format is not supported, you will see this notification: “Oops! Your request can not be processed.” In this case, please try using one of the supported formats listed above.
Webvizio Troubleshooting - error notification

My project is not loading

Sometimes, even when you create a Webvizio project, you might get stuck with an empty screen that prevents you from seeing the page you’re trying to collaborate on.

If this happens, don’t worry. We have put together the following list of items that you might want to check: 

  1. You have a poor internet connection. 
    Sometimes a poor internet connection can prevent a project or project page from loading. Please check your internet connection and/or try again later. 
  1. You’re trying to upload a link to an image or file. 
    Unfortunately, Webvizio does not currently support this function.
Webvizio Troubleshooting - 404 error
  1. Your website has an advised security setting that prevents capturing the website code and showing it within the frame. 
    If that’s the case, please contact your web developers for more information or visit https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/X-Frame-Options or https://www.geeksforgeeks.org/how-to-add-http-headers-x-frame-options-on-iframe/?ref=lbp
  1. Your website uses security (cross-origin) settings that prevent other websites from communicating with yours.

    Webvizio offers a script that can be manually installed on your website to prevent this from happening. Follow the steps below to learn how to install it: 
  • Go to Project Setting -> Project Tab and check the “Enable script on this website.”
Webvizio Troubleshooting - install Webvizio script
  • Copy the script and add it to the end of the <body> tag for every page you want to collaborate on.
Webvizio Troubleshooting - copy script
Note

Make sure that the script is installed first before you continue working on a project. If you choose this method, but the script hasn’t been installed correctly, you will see this message:  “Oops! We couldn’t find the script installed for this project. Please check the installation instructions and try again.”

  1. Your website is secured by a Firewall (whether it’s an internal server solution or a third-party service like Cloudflare), which can sometimes block Webvizio.
    To ensure uninterrupted access to Webvizio, please add our IP address, 159.65.255.184, to your firewall’s exceptions list. This way you’ll allow the necessary communication between your firewall and Webvizio, ensuring a seamless and secure experience for you and your team.

My web-based project is displaying incorrectly 

There are multiple reasons why your web-based project might not display correctly. This can happen when: 

  1.  Your server is set up in a way that prevents Webvizio from loading your website
  2.  Your website is limiting access based on VPN or IP ranges
  3.  Your website is created on technology that is currently not supported by Webvizio. This can happen sometimes, but we are constantly working to improve Webvizio and prevent this situation!

Long story short, you can overcome most of these problems by installing the Webvizio script. Follow the steps below to learn how to install it:

  • Go to Project Setting -> Project Tab and check the “Enable script on this website.”
  • Copy the script and add it to the end of the <body> tag for every page you want to collaborate on.

Note:

Note

Make sure that the script is installed first before you continue working with a project. If you choose this method, but the script hasn’t been installed correctly, you will see this message:  “Oops! We couldn’t find the script installed for this project. Please check the installation instructions and try again.”

Webvizio Tip

If you can’t install the Webvizio script on your website, try screenshot-based projects!

  • Enter the website URL into the URL field

  • Activate Screenshot mode by clicking the icon next to the Add button.

  • Webvizio will generate a screenshot of the page based on its URL.

My screenshot-based project is displaying incorrectly

Screenshot-based projects are a very reliable way to comment on website interfaces, but sometimes things happen.

Let’s highlight some reasons why the screenshot might look different than the original page:

  1. Site load time. Slow loading time, an element that requires additional time for loading,  may cause incorrect displays. Basically, that means that Webvizio made a snapshot of the page faster than all of the elements were fully loaded.
    In this case, we would recommend addressing this issue with your developers, so they can fix the average site load time. 
  1. iFrames, reCAPTCHA, and third-party codes. In some cases, your website can have elements that were embedded from third-parties sources. As a result, they cannot be “screengrabbed” and displayed correctly.
    In this case, we recommend using different ways to create your project, like generating pages based on a URL or image or installing the Webvizio script on your web page manually.  

We hope this article was helpful!  If you feel that we didn’t cover something here, you can always contact us via support chat or email.

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