Sometimes, when our system goes to your site to take that one-time screen capture of your page, it has trouble capturing the page. This type of trouble can happen for a variety of reasons. In most cases, your Heatmap will continue to track, but the report will not load.
How to Resolve this Situation
The following steps will help you resolve this situation.
Click on the gear symbol to the far right-hand side.
Choose Refresh this Heatmap. You would not see this option if you created the Heatmap using our Page Camera extension. Use the Page Camera refresh option here. After roughly 15 minutes, click to open the Heatmap reports and see the newly captured page with all of your data. If the situation is still unresolved, please proceed to step 3.
If you see a screen similar to the one below (a ‘trying to verify that you are a human’ message), this is because your IT team is using bot filtering software that has mistakenly identified our system. Go to step 4. If you are not seeing this, proceed to step 8.
Go to Options in your Crazy Egg account—blue menu along the left-hand side.
Go to the Advanced Tracking tab.
Scroll down to Crazy Egg Bot User Agent and turn it on.
Refresh your Heatmap as shown in step 2.
So, the recapture was not successful. Sometimes this is caused by your website firewall blocking our servers. Contact us for our IPs, so your IT team can whitelist them. Once the IPs have been whitelisted, Refresh the Heatmap.
