article Browser monitors: Can't see screenshots in results in Troubleshooting

article Browser monitors: Can't see screenshots in results in Troubleshooting https://community.dynatrace.com/t5/Troubleshooting/Browser-monitors-Can-t-see-screenshots-in-results/ta-p/233054 <DIV> <H2><STRONG>Summary</STRONG></H2> <DIV class="paragraph-in-scc-markdown-text ___1ngh792 ftgm304 f1iaxwol">This article explains how to troubleshoot issues where screenshots are missing in Dynatrace Browser monitor results.</DIV> <DIV class="paragraph-in-scc-markdown-text ___1ngh792 ftgm304 f1iaxwol">Screenshots may not appear due to configuration limitations, execution behavior, or environmental factors during Synthetic monitor runs.</DIV> </DIV> <P> </P> <P><LI-TOC indent="15" liststyle="disc" maxheadinglevel="3"></LI-TOC></P> <P> </P> <DIV> <H2><STRONG>Problem</STRONG></H2> <DIV class="paragraph-in-scc-markdown-text ___1ngh792 ftgm304 f1iaxwol">When reviewing a Dynatrace Browser monitor execution:</DIV> <UL> <LI class="___ccc16d0 fje8fi8 f1ng9h0j f1bwykku f18jd3zf">Screenshots are missing in the results</LI> <LI class="___ccc16d0 fje8fi8 f1ng9h0j f1bwykku f18jd3zf">Expected visual steps are not captured</LI> <LI class="___ccc16d0 fje8fi8 f1ng9h0j f1bwykku f18jd3zf">Troubleshooting becomes difficult due to lack of visual context</LI> </UL> </DIV> <P> </P> <H2>Cause</H2> <P>Dynatrace stores browser monitor screenshots in Amazon S3. If you can't see your reference or error screenshots, either your ActiveGate or the browser from which you access Dynatrace can't access the S3 service.</P> <P> </P> <H2>Resolution</H2> <P>Change your firewall configuration to allow connections to:</P> <UL> <LI><CODE>ruxit-synth-screencap.s3-accelerate.amazonaws.com</CODE> for screenshot storage.</LI> <LI><CODE>ruxit-synth-screencap.s3.amazonaws.com</CODE> for screenshot access and viewing.</LI> </UL> <P>You can also set up your proxy to connect to the Amazon S3 service. Add proxy connection details to the <CODE>[synthetic]</CODE> section of the ActiveGate <CODE>custom.properties</CODE> file. For more information, see <A title="Learn how to configure ActiveGate properties to set up a proxy for private synthetic monitoring." href="https://docs.dynatrace.com/docs/shortlink/synthetic-proxy-authentication" target="_blank" rel="noopener">Set up a proxy for private synthetic monitoring</A>.</P> <P> </P> <H2>What's Next</H2> <P>There's more in-depth information on troubleshooting this issue in this Community article on <A href="https://community.dynatrace.com/t5/Troubleshooting/Missing-Synthetic-screenshots-Information-and-how-to/ta-p/222424" target="_self">missing screenshots</A>.</P> <P>If the screenshots are still missing or unexplained after following the troubleshooting, please create a Support ticket and provide the following:</P> <OL> <LI>Link to any monitors/ monitor executions that are missing screenshots</LI> <LI>Support Archive for the ActiveGate machine, if access to the ActiveGate is not available to Support</LI> <LI>Explanation of troubleshooting steps taken and the results</LI> </OL> <P> </P> <H3 id="toc-hId-1107168139"><STRONG>Related Reading:</STRONG></H3> <P><STRONG><span class="lia-unicode-emoji" title=":open_book:">📖</span></STRONG>  <A href="https://community.dynatrace.com/t5/Troubleshooting/Synthetic-screenshots-Information-and-troubleshooting/ta-p/222424" target="_self">Synthetic screenshots information and troubleshooting</A></P> <P><span class="lia-unicode-emoji" title=":open_book:">📖</span>  <A href="https://docs.dynatrace.com/docs/observe/digital-experience/synthetic-monitoring/private-synthetic-locations/setting-up-proxy-for-private-synthetic" rel="noopener noreferrer" target="_blank">Set up a proxy for private synthetic monitoring</A></P> <P><span class="lia-unicode-emoji" title=":open_book:">📖</span>  <A href="https://docs.dynatrace.com/docs/observe/digital-experience/synthetic-monitoring/analysis-and-alerting/synthetic-details-for-browser-monitors#screenshots" rel="noopener noreferrer" target="_blank">Synthetic details for browser monitors</A> </P> <P><span class="lia-unicode-emoji" title=":open_book:">📖</span> <A id="link_7" class="page-link lia-link-navigation lia-custom-event" href="https://community.dynatrace.com/t5/Troubleshooting/Useful-Synthetic-ActiveGate-logs/ta-p/214478" target="_blank">Useful Synthetic ActiveGate logs</A></P> <P><span class="lia-unicode-emoji" title=":open_book:">📖</span>  <A class="" href="https://community.dynatrace.com/t5/Troubleshooting/Synthetic-Troubleshooting-Map/ta-p/250426" target="_blank" rel="noopener">Synthetic Troubleshooting Map</A></P> Fri, 12 Jun 2026 10:00:59 GMT nandini_balakri 2026-06-12T10:00:59Z Browser monitors: Can't see screenshots in results https://community.dynatrace.com/t5/Troubleshooting/Browser-monitors-Can-t-see-screenshots-in-results/ta-p/233054 <P>How to view your browser monitor screenshots</P> Fri, 12 Jun 2026 10:00:59 GMT https://community.dynatrace.com/t5/Troubleshooting/Browser-monitors-Can-t-see-screenshots-in-results/ta-p/233054 nandini_balakri 2026-06-12T10:00:59Z