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Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minuteFirst identify which image is missing: the whole test, the checkpoint screenshot, the baseline, or content at the bottom of a full-page capture. Each points to a different part of the Eyes workflow. A test must reach a visual checkpoint before Eyes can capture an image; a logged-out Playwright report can hide the baseline; and lazy-loaded pages may produce incomplete screenshots.
Identify what is missing
- No test or step appears: Check whether the test ran and reached an Eyes visual checkpoint.
- The step appears, but its checkpoint image is missing: Check the run, checkpoint call, integration configuration, and result view.
- Only the baseline is missing: If you are viewing a Playwright enhanced HTML report while logged out, sign in. That report can show checkpoint images and diffs without login but hides baselines from logged-out viewers. Applitools documentation
- The screenshot is present but incomplete: Check for lazy-loaded content and full-page capture settings.
- The test is marked failed, but the difference is hard to see: Inspect the comparison at higher magnification and use the available diff views.
Do not treat a missing baseline, a missing checkpoint, and a truncated page as the same problem. The fix depends on which one you see.
Check that the test reached an Eyes checkpoint
Eyes captures at visual checkpoints. The SDK uses the application driver to capture the screen, sends the image to the Eyes Server for comparison, and returns result details and a link for review. If execution never reaches a checkpoint, there may be no screenshot to display. Applitools system overview
- Review the test output and confirm that the test completed the code path that contains the Eyes checkpoint call.
- Look for the result link or session details produced by your integration. If no result was created, focus on test execution, SDK setup, API configuration, and connectivity rather than dashboard image controls.
- Check the API key using the instructions for your SDK. For example, Applitools’ Appium Python quickstart describes supplying
APPLITOOLS_API_KEYthrough the environment or the SDK property; that setting is not a universal configuration recipe for other integrations. Appium Python quickstart
Integration behavior varies. Applitools’ Storybook quick start, for example, describes CLI-based story discovery, visual checkpoints, and a dashboard link printed by the run. Use the matching guide for your framework rather than copying code from a different SDK. Storybook quick start
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Open the correct batch, test, and step
When the run provides a result link, open it first. Otherwise, go to the Applitools Test Results page and locate the relevant batch. The dashboard organizes results by batch, test, and checkpoint step; selecting a test exposes its steps and screenshot comparisons. The documented page supports filtering batches by date, application, batch, or status. Applitools Dashboard documentation
- Find the batch that corresponds to the run you are troubleshooting.
- Open the test within that batch.
- Select the checkpoint step and check whether the baseline, checkpoint, and diff views are available.
- If the expected test or step is absent, return to the run logs and verify that execution reached the checkpoint.
For Playwright’s enhanced HTML report
If you expect images in a local Playwright report, check that the Applitools reporter is configured as @applitools/eyes-playwright/reporter, then open the report with npx playwright show-report. These instructions apply to the documented Playwright integration, not every Eyes SDK. If the checkpoint and diff show but the baseline does not, authenticate before treating it as a failed capture: logged-out viewers cannot see baseline images in this report. Playwright integration documentation
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Fix a full-page screenshot that misses content
A screenshot that exists but omits lower-page elements is often a loading-timing problem rather than a missing test result. Pages can add content as scrolling triggers lazy loading, while the capture may be based on the page length measured before that content appears. Applitools recommends loading the page’s content before capture. Applitools Support: “Screenshot is missing content due to lazy loading”
- Before the checkpoint, scroll down in increments of roughly one screen at a time so each section has a chance to load.
- Continue to the bottom, then scroll back to the top.
- Take the visual checkpoint after the page has finished loading the expected content.
- Compare the resulting capture with the page in the browser to confirm that scroll-triggered sections are present.
Jumping directly to the footer may not trigger every lazy-loaded element. Incremental scrolling is the more reliable approach described in Applitools’ support guidance, which was updated September 22, 2021. Support article
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If full-page capture is still wrong
Applitools’ visual settings documentation describes CSS and Scroll screenshot capture modes in its settings context. CSS is the default and is recommended there for pages with fixed-position elements; Scroll uses standard JavaScript window scrolling. If a full-page image remains problematic after content is loaded, try the alternative mode where your SDK and configuration expose it, and verify the setting in documentation for that integration. Options can vary by SDK and account configuration. Defining Eyes Visual AI Settings
Investigate a subtle visual difference
A failed comparison does not necessarily mean the page has an obvious, large change. In the current dashboard documentation, side-by-side and toggle views, colored diff overlays, and region annotations can help locate small changes. Use the available comparison controls to inspect the affected area closely. Applitools Dashboard documentation
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An older Applitools support article describes using Radar to move between targets and a magnifying-glass view to mark changed areas. Its interface directions date from December 11, 2019, so treat those specific controls as historical and check the controls currently available in your dashboard. Applitools Support: failed step with no apparent difference
Common symptoms and next steps
| What you see | Likely area to check | Next action |
|---|---|---|
| No test result or result link | Test execution, checkpoint path, SDK/API configuration, or connectivity | Use the run output to confirm that the test reached an Eyes checkpoint. |
| Test exists, but a checkpoint step or image is absent | Checkpoint execution or selected result/step | Open the correct batch and test, then verify the checkpoint call in the run. |
| Playwright report shows checkpoint and diff but not baseline | Logged-out baseline visibility | Sign in to view the baseline. |
| Capture omits content farther down the page | Lazy loading or full-page capture mode | Scroll incrementally before the checkpoint; if needed, check the available capture mode for your integration. |
| Failure is difficult to spot | Small visual change or comparison view | Use the current dashboard’s diff, side-by-side, or toggle controls and inspect the changed region closely. |
Access, API keys, and viewing results
Keep execution credentials separate from dashboard access. Applitools documents the execution API key as authorizing new test execution; that does not mean the key alone grants a person access to view or edit test data in the dashboard. For the Playwright enhanced HTML report, logged-out viewers can see results, checkpoint images, and diffs, but not baseline images; authentication is also required to accept or reject changes. Applitools Dashboard and Playwright documentation
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Or skip the browser setup
If your goal is to retrieve a website screenshot rather than diagnose an Eyes test run, ScreenshotNeo provides a screenshot API and MCP server. Its API takes a URL in one GET request and can return PNG, JPEG, WebP, or PDF. This is an alternative capture workflow, not a way to restore a missing Applitools checkpoint or baseline.
For example, save a WebP screenshot of Stripe with cURL:
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