Troubleshooting:Visitor Recordings

'''This troubleshooting guide is dedicated to Visitor Recordings. For general ClickTale troubleshooting instructions, please see Troubleshooting.'''

Table of common errors in recordings
Here you see the two main types of errors that may occur in recordings:
 * 1) Errors in fetching the background HTML for the recording (Light-blue section)
 * 2) Errors in recording data (Light-yellow section)

Where are the errors displayed?
Warnings and errors that occurred on a recording are presented in two places:


 * 1) A triangular icon marks the errors and warnings on the right side of the recording line.
 * 2) If the error prevents playback of the recording, the Play button turns into a "No Entry" icon, and the recording cannot be played.

Hovering any of these two icons provides a tooltip with details about the error.





"302/301 - Found" or authentication issues
Your server has returned a redirect HTTP response. A 301 redirect means that the page has moved to a new location, permanently. A 302 redirect means that the move is temporary. Depending on the page and the implementation of the site it could be that the server expected to receive certain cookies, either for authentication purposes or for verifying cookie support. Our server expects an HTTP OK response (200) for each URL that we request.

Possible solutions are:
 * If the page is protected by authentication or based on session variables, see here
 * If the page accepts and processes a POST request, see solutions here
 * If the issue is related to missing cookies, you may need to modify your site to skip the cookie check when the user-agent string of a request is "ClickTale bot" and just return the content immediately.

"Embedded content missing" or "Partial upload"
You may receive this error if you are using the ClickTaleUploadPage method for page content capturing. This error occurs whenever ClickTale receives partial or incorrect content via ClickTaleUploadPage. At times the period it requires to cache the page from the visitor's browser exceeds the time the visitor spends on the page and at these occasions the error may be received. This is one of the disadvantages of using the ClickTaleUploadPage method.

403 Errors with Integration Module
Check  the "Reverse Proxy" section for possible solution.

404 Console errors when a visitor is not chosen for recording (WRUID cookie value = '0')
This behavior is expected and can be ignored unless you're not seeing enough recordings and too many of these errors. In which case please consider raising your  Recording Ratio. If you still feel that you are not seeing enough recordings or you are reaching your daily quota limit too quickly, please consider upgrading to a plan with a higher quota by clicking on 'Manage Subscriptions' in your account.
 * NOTE - These errors are not seen in your CT account but are only visible from the browser console (as in the example below).



404 Errors when using the ASP.NET integration module
Can be a temporary error due to cache misses. If consistent, please investigate your configuration using the module's wiki article.

500 Internal Server Error
This error means that the ClickTale 'fetcher' encountered an error while attempting to retrieve the HTML file from the web server. This could be due to several internal security related issues (firewalls, blocking 'bot' traffic, etc...)

If this error is seen with an integration module setup, please take a look at the following possible solution:

ASP.NET module: In the ClickTaleScripts.xml file please change the following line from: to: PHP/Magento module: In the Config.php file please change the following line from: to:

(Remember to change 'YOURDOMAIN' to the actual domain name)

"Can't Load XML" error when trying to watch a recording
This sometimes occurs when trying to watch recordings which were made in the preceding few minutes. It means that the ClickTale servers have not yet finished processing the recording for display. The solution is to wait for approximately 15-25 minutes before checking to see that a recording has been logged under the account.

"Server not found"
This error may indicate that your server is located on a private network and is not accessible over the the public net. In this case ClickTale can't fetch your pages in the regular way and you will need to switch to a different mode of operation. The possible solutions to this are found here.

"Incomplete Data/Page not loaded" errors
"Incomplete recording data" errors occur when there are network issues on the visitor’s end. "Web page was not loaded properly (might affect heatmaps)" errors occur when the pageviews are very short.

In both cases, this prevents parts of the visitor actions (not of the cached content) from being recorded correctly. These errors cannot be prevented, but are usually quite rare.

Getting 'Failed loading playback frame' Error Message
This error is most commonly caused by a redirecting code on the page which takes the frame to a different location than the one loaded by ClickTale and which ClickTale needs for proper Playback. Normally, you need to disable the redirecting code in your page from running when the page is shown in the ClickTale playback or reports. This usually requires some HTML or JavaScript coding. Once the redirecting code is blocked, new recordings need to be made before the change can be seen. Fixing the redirection will not cause existing recordings to be displayed correctly.

There are two methods for disabling code from running during playback or reports.

Method 1 uses ClickTaleExcludeBlock. By defining this function around the redirecting code you exclude the code and prevent it from running during playback.

Method 2 uses the CTIsPlayback function to detect whether the page is showing in the ClickTale playback frame. If so, there is an option to disable/enable functionality within the JavaScript of your page to prevent redirecting. For Example:

There are also specific solutions for Google Website Optimizer and for TinyMCE.

Playback is not displaying style sheets properly
ClickTale only caches the HTML of your page, leaving all images, CSS files and JavaScript files as external references. As a result, updating the CSS in a non-backward-compatible manner will cause some recordings to break.  It is advised to keep the old CSS files unchanged and give the new CSS file a different name (For example: stylev2.css or similar). This issue is common to some Drupal-based websites. See the bottom of this article for details.

HTML is not displayed correctly when I use ClickTaleUploadPage
Cause - When using ‘IF-IE’ with several ‘’ opening tags, ClickTaleUploadPage is not able to get the proper opening tag. Code example:

Solution: Use JavaScript to parse the proper string for the first parameter of the ClickTaleUploadPage function.

Code example (Please note: This specific code is meant to show the logic behind the above solution).

Downloaded Recordings Cannot be Played
This may be due to the fact that not all files were unzipped.

On Windows computers - Downloaded recordings can currently only be viewed with Firefox.

Please make sure all files downloaded from the ClickTale account are unzipped and that the Play.htm file is run rather than the Play.zip file.

On Mac computers:

If you are using an older Mac, please note that when you double-click the zip file, MacOS will mount it. Instead you should enter the following text in your Terminal (found in your Applications>Utilities folder): unzip FILENAME -d TARGET_DIRECTORY (where FILENAME is the name of the downloaded zip file and TARGET_DIRECTORY is the folder where you wish to unzip the file’s contents to) This should unzip the file properly and enable you to view downloaded recordings.

Why is my form showing question marks?
Please see the Troubleshooting:Form Pages article.