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Facebook Capture Troubleshooting

Common Facebook Errors and How to Resolve Them

When capturing Facebook content in the Page Vault Browser, you may encounter certain errors or issues. Below are common error messages and capture problems, along with troubleshooting steps to resolve them.

General Facebook Errors

Error Messages:

  • "There was an error uploading screenshots and metadata"

  • "Select Scroll Box error"

  • "No Comments Found"

Solution:

  1. Click the gear icon in the top right of your Page Vault Browser.

  2. Select Clear Cookies.

  3. Click the Profile icon at the top of your Page Vault Browser.

  4. Click End Session.

  5. Wait 2–5 minutes, then start a new session by clicking Capture.

If the issue continues, it may be due to Facebook flagging your credentials. Try using a different set of login credentials and follow the guidelines in our [Maintaining Examiner Accounts] article to ensure they appear genuine. We recommend making new accounts "live" for a few days before capturing. If you continue using your current credentials, taking a week-long break often improves capture success.

Why Can’t I Access Post by Post?

Due to recent Facebook changes, the Post by Post capture option is currently unavailable. As an alternative, request a Facebook scrape and then use Bulk Capture a List of Posts.

Capturing a Single Post Only Produces a One-Page PDF

Some Facebook posts may only generate a single page due to inconsistent platform settings.

Workaround:

  1. Use the Bulk Capture option to expand all comments (this may take time for large posts) or manually expand comments.

  2. Once expanded, click Capture in the top left.

  3. Open Advanced Options.

  4. Set PDF Overlap to 250 px.

  5. Check the box for Select Scrollbox to Capture.

  6. From the dropdown, select Container 4 (the post box should highlight in blue).

  7. Start the capture.

Standard Expander Freezing When Expanding Comments

If the Standard Expander freezes while loading comments:

  • Lower the Pixel Limit: Before starting, set the pixel limit to 40,000. This often allows the comments to capture successfully.

  • Request a Scrape: Request a scrape of the profile, then bulk capture the post URLs using the Bulk Capture a List of Posts option.

Unable to Sign Into Facebook in the Page Vault Browser

If you can log into Facebook in your own browser but not in the Page Vault Browser:

  1. Click the refresh button in the Page Vault Browser and select Reload Blocked Webpage.

  2. Click the gear icon > Clear Cookies.

  3. Click the Profile icon > End Session.

  4. Wait 2–3 minutes and relaunch a capture session.

  5. Before logging in, click the gear icon > Browser Settings and toggle on Skip Proxy.

  6. Log in to Facebook.

  7. Once signed in, toggle Skip Proxy back off to use the Expander.

Still Having Issues?

If problems continue after trying the above steps, request a scrape of the Facebook profile and capture the posts using Bulk Capture a List of Posts. This method is often the most reliable for profiles with frequent errors or flagged credentials.