Diagnostics

We recommend you use Firefox and Firebug to perform diagnostics. These diagnostics will help either self-diagnosis or support to answer any queries as quickly and accurately as possible.


 * RECORDING DIAGNOSTICS
 * 1) Is the tracking code correctly on the page? Basic implementation: View the page, right-click and view source. Search for clicktale and note the results. IM implementations: PHP IM requires the php snippets on the server side source. Clear cookies and cache for ASP.NET IM. ?ct=enable,debug can be added to the URL to override the set recording ratio.
 * 2) Is there a WRUID cookie? Select Cookies in Firebug and look for a 1st party cookie called WRUID, for recording it should have a value similar to aaaaaaa.bbbbbbb . The presence of this cookie signifies that the clicktale scripts have run and the visitor has been assigned, a value of zero would indicate not to record.
 * 3) Is there a WRIgnore cookie? This cookie is created if the domain is not selected or if the account has run out of recording credits. This should be deleted for accurate testing with ?ct=enable,debug.
 * 4) What happens when you add ?ct=enable,debug (or append &ct=enable,debug)? You should see a small white diagnostic box on the top left of the page containing notes on the scripts status.
 * 5) Using Firebug with Firefox, is there 20B data chunks being sent to ClickTale servers? Look at the bottom of the Net panel when All is selected, mouse movements and actions on the page should cause 20B chunks to be sent.


 * PLAYBACK DIAGNOSTICS
 * 1) Can you watch recordings?
 * 2) Are Heatmaps displayed correctly?
 * 3) Are forms receiving numbers?


 * CODE DIAGNOSTICS
 * 1) Are the site menus displaying correctly?
 * 2) Is form submission being fully recognised?
 * 3) Is AJAX being captured correctly?
 * 4) Are POST events being captured correctly?
 * 5) Is there recordings after a visitor logs in?Should there be?


 * INFRASTRUCTURE DIAGNOSTICS
 * 1) Can your server reach the public Internet?
 * 2) Are you using a Load Balancer/Proxy?
 * 3) Development vs Live environments
 * 4) Basic networking
 * 5) Cache/Compression
 * 6) Cached HTML collection
 * 7) Server/HTTP common error codes


 * DASHBOARD DIAGNOSTICS
 * 1) Is your email address still valid?
 * 2) Have you forgotten your password?
 * 3) Are you using a niche browser?


 * Useful information that will help your Support Engineer
 * 1) Is it reproducible?
 * 2) Is it intermittent?
 * 3) Screenshots
 * 4) Useful files
 * 5) Architecture/Server/Network setup
 * 6) Actions taken and observed results