Http error codes

HTTP 406 - Not acceptable
A client (e.g. your Web browser or our ClickTale bot) can indicate to the Web server (running the Web site) the characteristics of the data it will accept back from the Web server. This is done using 'accept headers' of the following types:


 * Accept: The MIME types accepted by the client. For example, a browser may only accept back types of data (HTML files, GIF files etc.) it knows how to process.
 * Accept-Charset: The character sets accepted by the client.
 * Accept-Encoding: The data encoding accepted by the client e.g. the file formats it understands.
 * Accept-Language: The natural languages (English, German etc.) accepted by the client.
 * Accept-Ranges: Whether the client accepts ranges of bytes from the resource i.e. a portion of the resource.

If the Web server detects that the data it wants to return is not acceptable to the client, it returns a header containing the 406 error code.

406 errors in the HTTP cycle

Any client (e.g. your Web browser or our ClickTale bot) goes through the following cycle:


 * Obtain an IP address from the IP name of the site (the site URL without the leading 'http://' ). This look-up (conversion of IP name to IP address) is provided by Domain Name Servers (DNSs).
 * Open an IP socket connection to that IP address.
 * Write an HTTP data stream through that socket.
 * Receive an HTTP data stream back from the Web server in response. This data stream contains status codes whose values are determined by the HTTP protocol. Parse this data stream for status codes and other useful information.

This error occurs in the final step above when the client receives an HTTP status code that it recognises as '406'. Fixing 406 errors

This error occurs very infrequently in Web browsers, because most browsers will accept any data returned from the Web server. The problem can be investigated by looking at the data stream returned by the Web server.

HTTP - 403 - Forbidden: Access is denied.
OBSERVATION: 403 errors in recording listings. Recordings show error: Page content of the recording was not received successfully.

CAUSE: Our bot does not have the required permission to access the virtual token URL. Prevented by either; Proxy, ASP.NET, .htaccess or CMS system. Some proxies may require our bot and IP to appear in its whitelist.

TROUBLESHOOTING: The URL in the tracking code should retrieve a page saying incorrect IP, a default error page would indicate possible issues especially if a test user agent gave the same results

RESOLUTION: Ensure that "ClickTale bot" coming from our IP range has permissions to access the cache token location as observed in the FetchFrom section of the tracking code

For customers using an integration module:

You may run into the following error message when viewing the list of recordings:

"Bad response from remote server: 403 - Request from unauthorized IP: XXX.XXX.XXX.XXX, user agent: ClickTale bot.”

The error indicates that the ClickTale bot arrives at the module with an IP that is not allowed in the AllowedAddresses setting of the module. Since the default ClickTale bot IP range is included in the AllowedAddresses, the IP in the error is usually that of a reverse proxy, which masks the original bot IP. In case the IP is always the same, adding it to the AllowedAdresses setting in the module's configuration file will resolve the issue. Alternatively, please see a second solution in the Integration module article.

HTTP - 404 - Page not found
OBSERVATION: 404 errors in recording listings especially after login/POST events. Recordings show error: Page content of the recording was not received successfully.

CAUSE: Either an Integration module, FetchFromWithCookies is required or misconfigured or the main session handler(ASP.NET, PHP, CMS etc) does not recognise the URL as something to be served. It is quite a general error.

TROUBLESHOOTING: The URL in the tracking code should retrieve a page saying incorrect IP, a default error page would indicate possible issues especially if a test user agent gave the same results.

RESOLUTION: Ensure that "ClickTale bot" coming from our IP range has permissions to access the cache token location as observed in the FetchFrom section of the tracking code and that the page is being created