Before using the troubleshooting methods mentioned below, verify that you have the Tealeaf snapshot extension installed and up to date. If you are experiencing the problems below and do not have the extension, the only solution is to download the extension.
I upgraded the snapshot extension and now when I click the Capture (camera) icon, the snapshot window doesn't render correctly -- what's going on?
This happens occasionally. Instead of the snapshot window displaying when you click the Capture icon, a small black rectangle is displayed. In most cases, closing and relaunching Firefox fixes the issue.
If closing and relaunching Firefox does not fix the problem, contact support.
Why do I see an error when I take a snapshot?
If you encounter an error message when you take a snapshot, you might need to uninstall the Firefox extension and then reinstall it.
About this task
Use this procedure to uninstall the Firefox extension.
- Open Firefox.
- Select Tools > Add-ons from the menu bar to manage your extensions.
- Find the Snapshot Capture extension.
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From the options menu, select Remove.
The extension is removed.
What to do next
Install the latest version of the extension from Acoustic Experience Analytics (Tealeaf) in the Snapshot Gallery. For more information, see the topic Loading the Firefox extension for snapshot capture.
Snapshots are not rendering accurately
When I capture a snapshot with the Firefox extension, the snapshot looks fine in the thumbnail view, but when I select it for viewing, some images are missing. What happened?
Missing assets in the snapshot capture might be caused by the Content Blocking setting in the Firefox browser.
If Content Blocking is set to Custom, with Choose what to block set to Trackers / In all windows, this might cause images to go missing.
Change the Content Blocking settings and capture the snapshot again.
If the problem continues, contact Acoustic support.
Why isn't my snapshot showing?
I captured a snapshot, but I can't see it. What happened?
Make sure that you have the latest version of the snapshot plugin. You might need to uninstall and reinstall the Firefox plugin. For more information, see Why do I see an error when I take a snapshot?
Why can't I find the Acoustic Overstat instance on the replayed page?
I can't find the Acoustic Overstat instance on the replayed page. What happened?
This issue could happen if the Web SDK is not added on the page or if the Web SDK is there but CX Overstat® is not enabled. If the SDK and CX Overstat are configured properly, re-take the snapshot. If you still have an issue, contact Acoustic support.
The heat map takes a long time to load or shows "No data found"
Heat maps for high-traffic pages or long date ranges process a large volume of data and can take longer to load. While it loads, a card shows the progress and the estimated time left. You can wait for the full result or click Cancel.
If the heat map shows "No data found":
- Confirm that the snapshot URL or screenview matches the page that collects data.
- Select a shorter date range and try again.
- If the problem continues, contact Acoustic support. Include the snapshot link, the date range, and the approximate time of your attempt.
The heat map shows less activity than the total click count
The heat map draws only clicks that can be matched to an element on the snapshot, so it can show less activity than the total click count. For details, see Heat map overlay > Total clicks and displayed heat.