> For the complete documentation index, see [llms.txt](https://helps.ptengine.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helps.ptengine.com/en/faq/others/heatmap-save-blocked.md).

# Heatmap or screenshot save fails

This explains a common reason why "historical heatmap save", "heatmap screenshot", or "experiment thumbnail" may fail, or work intermittently — our background access to your page is blocked by the page's security protection — and how to resolve it.

## Why it fails

These features require us to open your page in the background with a browser to take a snapshot / screenshot. If your site has a WAF, anti-bot protection, or rate limiting (HTTP 429) enabled, our access may be treated as a bot and blocked, causing the save to fail.

The fix depends on whether that protection is something **you can configure yourself, or something managed by the platform your store runs on**. See whichever of the two cases below applies to you.

## Case 1: Your own site / your own WAF / CDN — allowlist us

If the page is self-hosted, or the protection runs under your own Cloudflare / Alibaba Cloud / Akamai account, allowlisting our fixed egress IP resolves it:

* **Allow by IP**: allow access from our fixed egress IP. Please **contact us to obtain the fixed egress IP**.

Where to configure the common protections:

* **Cloudflare**: WAF → Custom Rules / IP Access Rules, add an "Allow" rule.
* **Alibaba Cloud WAF**: Website Protection → Whitelist, add an allow rule.
* **Akamai**: add the allow entry to the relevant Network List / ACL.

## Case 2: Your store runs on a platform such as Shopify / BASE / STORES / Rakuten / Yahoo

If your page runs on a platform such as **Shopify, BASE, STORES, Rakuten Ichiba, or Yahoo! Shopping**, the **rate limiting (429) and WAF / anti-bot protection are managed by the platform** and served through its own CDN. Your store admin **cannot allow our access** — you can neither allowlist our source IP nor bypass this rate limiting / blocking. Case 1 does not apply, and this is not a misconfiguration on your side.

In this case, you can:

* lower the capture / save frequency and spread it out (reduce bursts of access); or
* contact us and we'll save it for you manually.

You do **not** need to configure any security settings in the platform admin.

## How to confirm after configuring

* Wait for the next scheduled save to run automatically, or trigger a save / screenshot manually from the admin.
* If it still fails, please contact support with the page URL so we can investigate further.