Applies to: A viewer cannot reach or operate a required control using their available non-pointer navigation method.
The useful distinctions
- Keyboard access concerns functionality rather than visual appearance alone.
- A visible control is not proof that it is reachable through a keyboard interface.
- A bounded navigation observation does not establish whole-site conformance.
Start with the task that was blocked
A viewer may be able to see a control yet be unable to reach it through the input method they use. Explain the intended task first, such as selecting an offered caption option. Then describe the navigation method and where progress stops. The person’s diagnosis is not required to establish the functional barrier. A still image can locate the control but does not demonstrate whether it can be reached or activated.
Preserve a short path
Record a small sequence from a known starting point, including the last control reached and the next action attempted. Say whether focus disappeared, returned elsewhere or remained unchanged only if that was actually observed. Avoid guessing a hidden implementation cause or proposing shortcuts without platform documentation. Support can use the path to reproduce the issue or explain an available alternative. Keep any account identification separate from the publicly shareable sequence.
Hypothetical worked example
In a fictional interface, a viewer reaches Programme Details using keyboard navigation but cannot reach a visible Text Options control next to it. Their report identifies the page, last reachable control and attempted progression. It does not claim that every control fails or that StarShare was tested. The enquiry asks how the required text selection can be completed through the available navigation method and requests review of the bounded path.
A focused way to proceed
- Name the task and navigation method used.
- Record the last reachable control and the intended next control.
- Describe what happened instead, omitting account secrets and unnecessary personal details.
When to stop or ask for help
Provide the concise navigation sequence and blocked function; ask for a documented accessible route or review by the interface maintainer.