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Support Article

Error occurs when capturing a screenshot to attach it to a case



Error occurs when capturing a screenshot or scanning a document to add them to the case attachments.

Error Messages

Screen capture feature was not loaded successfully

Steps to Reproduce

  1. In Windows 10 in the Internet Explorer 11 browser, launch the case.
  2. In the Case attachment widget's Advanced option, click Screen Capture from the dropdown list.

Root Cause

A third-party product issue.
Microsoft has restricted the access of ActiveX plugin to run on Internet Explorer 10/11 browser in Windows 10. Thus, in the Internet Explorer 11 browser, there is a compatibility issue with the Pega Screen Capture feature since it is built on ActiveX plugin.


Here’s the explanation for the reported behavior:

ActiveX is no longer supported in the Microsoft Edge browser on Windows 10. There are compatibility issues when using ActiveX controls on Windows 10 and Microsoft Office 365.
Additionally, Screen Capture in Windows 10 is not supported henceforth since Microsoft has restricted the access to the ActiveX plugin to run on Internet Explorer 10/11 browser on Windows 10. For more information about Deprecation of Microsoft ActiveX controls in the Pega Platform, refer to:

Published April 11, 2019 - Updated December 2, 2021

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