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Support Article

Unable to make Attach a Screenshot functionality working in IE

SA-82605

Summary



Error occurs when using the out-of-the-box 'Attach a screenshot' flow action.


Error Messages



Screen Capture Feature was not loaded successfully


Steps to Reproduce

  1. Add the out-of-the-box AttachAScreenShot flow action in the Case Wide Actions of the application's case type.
  2. Open the application in the Internet Explorer.
  3. Open a case.
  4. Perform the 'Attach a screenshot' flow action on the case.


Root Cause



A third-party product issue.

ActiveX controls in all versions of the Pega Platform are deprecated and the support for issues with ActiveX is limited. Screencapture control is designed by the ActiveX control which used the earlier VB-6 method built-in function to capture the screenshots.
Microsoft deprecated this built-in control and a replacement does not exist in the ActiveX control level. Therefore, Pega deprecated the ActiveX controls and does not support it since Pega 7.3.1.



Resolution



Perform the following local-change:

Use alternative tools for ActiveX-based Pega Platform features for screen captures such as SnagIt, GreenShot, or ScreenCapture.

For more information, refer to: https://community.pega.com/knowledgebase/articles/pega-platform-client-operating-system-and-browser-support
Suggest Edit

Published June 24, 2019 - Updated August 7, 2019

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