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How to Fix Missing Screenshots on Windows

Screenshots not appearing, showing up blank, or looking corrupted can be caused by several Windows-specific issues. In this article, we will work through each possibility in order.

Option 1

Confirm You Have the Latest Windows Tracker

Older tracker versions have known screenshot bugs that have since been resolved. Before anything else, check that you’re on the current release.

  1. Open the WebWork Desktop Tracker on your Windows machine.
  2. Click your Profile Picture > Check for Updates (or check the version number in the bottom corner of the app).
  3. If an update is available, download and install it.

If you are already on the latest version, try the next step.

Option 2

Run a Repair Install

If you have the latest tracker, try repair install. This resolves a large portion of screenshot issues that aren’t caused by permissions or system configuration.

  1. Open Windows Settings → Apps (or Control Panel → Programs and Features).
  2. Find WebWork Tracker in the list and click Modify (or Change).
  3. When the installer opens, select Repair and follow the prompts.
  4. Once the repair completes, restart your computer and start a new tracking session to test screenshots.

Repair install fixes corrupted files or incomplete installations without wiping your settings or tracked data.

Option 3

Run the Tracker as Administrator (Blank or Black Screenshots)

If screenshots are capturing but appear completely black or blank, the tracker likely doesn’t have the permissions it needs to capture certain windows.

  1. Close the WebWork Tracker completely (right-click→ Quit).
  2. Find the WebWork Tracker shortcut or .exe file.
  3. Right-click it and select Run as administrator.
  4. Start the tracker and check whether screenshots now appear correctly.

Option 4

Check Your Antivirus and GPU Drivers

Antivirus or Security Software

Antivirus tools and endpoint security software can flag or block screen capture processes, especially in corporate environments.

  • Open your antivirus or security software and check the activity log for any blocked actions from webwork-tracker.exe or similar.
  • Add the WebWork Tracker to your antivirus exclusions or whitelist.
  • If you’re on a managed device, contact your IT administrator as they may need to create a policy exception for the tracker.

After adding the exclusion, restart the tracker and test again.

GPU Driver Issues

Outdated or corrupted graphics drivers can cause black screenshots, especially on machines with dedicated GPUs or hybrid graphics (Intel + NVIDIA/AMD setups).

  • Open Device Manager → Display Adapters.
  • Right-click your GPU and select Update driver → Search automatically for drivers.
  • Alternatively, download the latest driver directly from NVIDIA, AMD, or Intel depending on your hardware.
  • Restart after updating and test screenshot capture again.

Option 5

Multi-Monitor Setup

If you’re using multiple monitors, WebWork may be capturing a different screen than the one you’re expecting. By default, the tracker follows specific rules about which monitor it captures.

For full details on how multi-monitor screenshot capture works and how to configure which screen is captured, see: Will WebWork take screenshots of all monitors if there are several?

Option 6

Send Your Log File to Support

If you’ve worked through all the steps above and screenshots are still missing or faulty, the next step is to send your tracker log file to the WebWork support team. Logs show exactly what the tracker is doing at capture time and let the support team pinpoint issues that aren’t visible from the outside.

To send a log, follow these steps:

  • Open the Desktop Tracker
  • Click your Profile Picture > Send Log

To contact support:

  • On the Desktop App, click your Profile Picture > Customer Support
  • On the dashboard, click your Profile Picture > Support
  • Go to our Contact Us page and send your message

The support team typically responds within one business day.

Still Having Trouble?

If the issue only happens with a specific application (for example, a browser, a game, or a video call app), mention that in your support ticket as it helps narrow down whether it’s a permission issue specific to that app’s rendering method.

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