Troubleshooting:General

Why is my data showing different numbers from ClickTale's?

This greatly depends on how you are measuring your other metrics. Here are some reasons why your report might be showing visitors that have not been recorded:

• You ran out of ClickTale credits during certain parts of the day.
• You are not recording 100% of your visitors.
• Some visitors had JavaScript disabled.
• You had some visitors with unsupported browsers.
• You had some visitors who opted out of ClickTale or have a do not record status on your site.
• You are counting bot traffic.
• You are comparing different metrics one with another such as pageviews vs visitors vs clicks.
• You are comparing per day data while using different timezones as day boundaries.

• When recordings are viewed in your ClickTale Account it can occasionally cause extra hits to be recorded by Google Analytics, to prevent this;

1. Exclude dmz0x.app.clicktale.com from Google Analytics (where x is the Partition ID from the Tracking Code)
2. Use the ClickTaleExcludeBlock markers to surround the Google Analytics code - http://wiki.clicktale.com/Article/ClickTaleExcludeBlock

Getting 'Failed loading playback frame'

Please see here.

I can't see the ClickTale code in the source

This can happen when having a valid installation with a module. The modules have a "do not process" feature when a special ClickTale cookie is present. The cookie is called WRUID and you can find the configuration of this parameter in your "ClickTale Plugin Options", "Advanced features" section. This is an optimization technique. A presence of this cookie signals that the visitor is classified as not to record (most commonly due to recording ratio being less than 100%) and allows the module to "skip" processing. It is important to mention, that new visitors are not yet classified, and WILL receive the tracking code if the module is installed correctly. To test you module you can wait until you record a visitor who has been classified positively, use a cookie editor to reset the WRUID cookie or set the WRUID cookie to a numeric value that is greater than 0.

If none of the above solutions work for you, or you have any other questions, please see our forum post regarding this topic.

Why am I redirected to my site on playback or Heatmap?

You probably have a "Break-Out-Of-Frames" code in your pages. The purpose of this code is to prevent your site from loading in a frame of an another site, like Google Images. This also prevents your pages from working with ClickTale.

If your break-out code looks like this:

if (top!=self)
  top.location = location;

Change it to:

function CTIsPlayback() {
   try { return parent && parent.WebPlayer; }
   catch(e) { return false; }
}
if(!CTIsPlayback() )
  if(top!=self)
    top.location = location;

The change will not affect recordings which have been already recorded.

If your "out of frames" code is located after the ClickTale bottom tracking code, then you can also use the code below.

if(typeof ClickTaleIsPlayback != "function" || !ClickTaleIsPlayback() )
  if(top!=self)
    top.location = location;

If none of the above solutions work for you, or you have any other questions, please see our [source: http://forum.clicktale.net/viewtopic.php?f=2&t=4 forum post] regarding this topic.

Getting 'too much recursion' error in FF when recording

If you are getting a 'too much recursion' error in Firefox when recording your site with ClickTale then you are probably using the prototype JavaScript library on your site. The version of Prototype that you are using has a bug which breaks ClickTale code from working. Here is an article that describes the problem: http://cephas.net/blog/2006/05/31/prototype-tinymce-too-much-recursion/

You need to upgrade the version of Prototype on your site. Contact your webmaster/engineer to do so.

If none of the above solutions work for you, or you have any other questions, please see our [source: http://forum.clicktale.net/viewtopic.php?f=2&t=255 forum post] regarding this topic.

Items on the page shift slightly in recordings and heatmaps

This can occur if the page layout given to "normal" User Agents eg Firefox and Internet Explorer is different to the layout given to "ClickTale bot". Ensuring there are no differences between data collected will often resolve this. Note: Adding ClickTale bot to the list of general User Agents can cause our bot to register a pageview, it is better to ensure the same content is delivered to select User Agents to avoid this.