What “not capturing” looks like #
You click on an element with Loupely Lens active, and nothing happens. Or the capture starts but the popup shows an error or empty data. Or the element picker activates but clicking specific elements doesn’t register. Each of these points somewhere different.
The element picker isn’t activating #
If clicking the Lens icon in the Chrome toolbar doesn’t activate the element picker cursor on the page, the extension may not have permission to run on the current site. Lens requires access to the page’s DOM to read CSS. Some sites with strict Content Security Policies (CSPs) block extension scripts from running. If you see a CSP-related error in Chrome’s console (accessible via F12), this is the cause. Lens can’t capture on pages that explicitly block browser extension access. This is uncommon on standard websites but more common on heavily locked-down enterprise or banking sites.
Also check that Lens is enabled for the current tab. Open Chrome’s extension manager (puzzle icon in the toolbar), find Loupely Lens, and confirm it’s set to run on all sites or on the specific site you’re trying to capture.
The picker activates but clicking does nothing #
If the cursor changes to the crosshair but clicking an element doesn’t produce a capture, the element may be inside an iframe. Lens reads CSS from the page’s main document. Elements inside iframes are in a separate browsing context and Lens can’t access their CSS directly. This is a technical limitation, not a bug. If the element you need to diagnose is inside an iframe, the triage for that specific element needs to happen through the iframe’s source page directly.
The capture completes but shows empty or incomplete data #
A capture that returns very few CSS properties usually means the element was captured in a state where few styles applied (a dynamically generated element that hadn’t fully rendered, or a pseudo-element that CSS can’t directly inspect). Try capturing after the page has fully loaded and any animations or transitions have completed. If a hover state or JavaScript-triggered state is what you need to inspect, trigger that state before clicking with Lens.
The diagnosis step fails after a successful capture #
If the CSS capture completes (you can download the capture file) but clicking Get Diagnosis produces an error or hangs, check your plan status in the extension popup. A diagnosis requires an active Lens Annual plan, or an active free trial. If your plan is current and the diagnosis still fails, check your internet connection and try again. If it fails consistently, contact support@loupelylens.com with the URL of the page you were capturing.