http://forums.clicktale.com/index.php Latest posts from “ClickTale Support” board. Thu, 19 Apr 2012 04:13:21 -0500 Troubleshooting Re: using ClickTale with jQuery UI http://forums.clicktale.com/viewtopic.php?f=1&p=8305#p8305 Wed, 16 May 2012 05:16:42 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8305#p8305
A]]> e2andrew Troubleshooting Troubleshooting Re: Ajax Integration http://forums.clicktale.com/viewtopic.php?f=1&p=8304#p8304 Wed, 16 May 2012 05:13:02 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8304#p8304
A]]> e2andrew Troubleshooting Troubleshooting Re: Labeled as a suspicious site by Google? http://forums.clicktale.com/viewtopic.php?f=1&p=8268#p8268 Fri, 27 Apr 2012 12:17:20 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8268#p8268
While our struggles with our site have continued, we have received confirmation from our IT company that the ClickTale code installed on our site had a very small chance of being related to our blacklisting by Google, Bing, or Yahoo. ClickTale also confirmed that our site had a malicious script, live on the site, even after the removal of the ClickTale script.

While originally stated that it was hard to believe ClickTale could be related to this issue, we needed to rule it out and we have done so at this point.

Thanks to ClickTale for their assistance and we appreciate their support service. Special thanks to Sergei for his help as well.]]> ula Troubleshooting General Questions Re: A question ... http://forums.clicktale.com/viewtopic.php?f=9&p=8266#p8266 Thu, 26 Apr 2012 00:55:45 -0500 http://forums.clicktale.com/viewtopic.php?f=9&p=8266#p8266 agostino221 General Questions Troubleshooting Re: Labeled as a suspicious site by Google? http://forums.clicktale.com/viewtopic.php?f=1&p=8265#p8265 Wed, 25 Apr 2012 05:44:08 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8265#p8265
ClickTale is trusted by thousands of customers worldwide and does not contain malicious elements. We have not received any similar complaints in the past, which leads me to believe that the problem lies elsewhere.

Please see my response in the support case you submitted for more information.

Sergei]]> Sergei Troubleshooting Troubleshooting Labeled as a suspicious site by Google? http://forums.clicktale.com/viewtopic.php?f=1&p=8262#p8262 Tue, 24 Apr 2012 14:11:27 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8262#p8262
Any idea on how Clicktale could have caused this? Google reported the issue on 8 of our pages.... Since we only removed clicktale and the problem resolved itself, we're very hesitant to reinstall and resume our service.

Im still awaiting support to get back to me, but thought I'd check here on if anyone has experienced the same?]]> ula Troubleshooting General Questions Re: Clicktale is not recording checkout process http://forums.clicktale.com/viewtopic.php?f=9&p=8260#p8260 Mon, 23 Apr 2012 05:31:48 -0500 http://forums.clicktale.com/viewtopic.php?f=9&p=8260#p8260
Please use this special link: http://subs.clicktale.net/CustomerSupport.aspx?ticket=4031 to send a ticket to our support team, so we can investigate this matter further.


Thank you,
Uri Chandler]]> Chandler General Questions General Questions Clicktale is not recording checkout process http://forums.clicktale.com/viewtopic.php?f=9&p=8258#p8258 Fri, 20 Apr 2012 12:16:14 -0500 http://forums.clicktale.com/viewtopic.php?f=9&p=8258#p8258 dwade77 General Questions Troubleshooting Re: using ClickTale with jQuery UI http://forums.clicktale.com/viewtopic.php?f=1&p=8257#p8257 Fri, 20 Apr 2012 10:04:49 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8257#p8257
In order to see dynamic content in Heatmaps. You will need the ClickTaleContext API command

Please see the following link with an explanation on this command:

http://wiki.clicktale.com/Article/Javas ... ed_reports

Unfortunately, we do not support code samples for such implementations

Thanks
Dana]]> Dana Troubleshooting General Questions Re: Difference between attention and scroll reach heatmaps http://forums.clicktale.com/viewtopic.php?f=9&p=8256#p8256 Fri, 20 Apr 2012 10:01:13 -0500 http://forums.clicktale.com/viewtopic.php?f=9&p=8256#p8256
Please see the following link with explanation about the Scroll Reach heatmap:

http://wiki.clicktale.com/Article/Scroll_Reach_Heatmap

I hope this is what you are looking for.

Thank you

Dana]]> Dana General Questions Troubleshooting Re: using ClickTale with jQuery UI http://forums.clicktale.com/viewtopic.php?f=1&p=8255#p8255 Thu, 19 Apr 2012 18:11:16 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8255#p8255
Thanks!]]> tfcDeveloper Troubleshooting General Questions Re: Difference between attention and scroll reach heatmaps http://forums.clicktale.com/viewtopic.php?f=9&p=8254#p8254 Thu, 19 Apr 2012 10:36:25 -0500 http://forums.clicktale.com/viewtopic.php?f=9&p=8254#p8254
I have submitted a support request then. But can you let me know if the link analytics is additional information on the heatmap without changing the heatmap attention colours, or if the heatmap actually updates the colours according to the measurement specified in the link analytics?

And anymore details on how the scroll reach map works and how to read it? How can you tell where the fold is? Just based on the attention heatmap colouring? So if it's blue, I assume below the fold?

Thanks,
Cindy]]> cindy General Questions General Questions Re: Difference between attention and scroll reach heatmaps http://forums.clicktale.com/viewtopic.php?f=9&p=8253#p8253 Thu, 19 Apr 2012 05:37:04 -0500 http://forums.clicktale.com/viewtopic.php?f=9&p=8253#p8253
Thank you for your question.

In general you are correct , the attention Heatmap will show you how much attention a specific website area gets from your visitors in terms of time spending on that page.
Which means (Hot) areas of the Heatmap receive the highest attention rates where Blue (Cold) areas receive the least attention.

If the colors on your attention heatmap don't make any sense please log in to your ClickTale account, and on the left pane click on Help > Contact Support to submit a support ticket and also provide the relevant URL. Then we will be able to take a closure look.

Sincerely,

Chen Sarfaty
Technical Support Engineer]]> Chen General Questions Troubleshooting Re: The content of the recording was not retrieved successfully. http://forums.clicktale.com/viewtopic.php?f=1&p=8252#p8252 Thu, 19 Apr 2012 04:54:00 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8252#p8252
In order for us to take a closer look at the problem, kindly log in to your ClickTale account, and on the left pane click on Help > Contact Support to submit a support ticket.
In it, please elaborate on the problem with as much information as possible.
Thank you!

Chen Sarfaty
ClickTale Support]]> Chen Troubleshooting Troubleshooting Re: The content of the recording was not retrieved successfully. http://forums.clicktale.com/viewtopic.php?f=1&p=8251#p8251 Thu, 19 Apr 2012 04:13:21 -0500 http://forums.clicktale.com/viewtopic.php?f=1&p=8251#p8251

Bad response from remote server: 403 - Request from unauthorized ip: OUR_CACHE_SERVER_IP, user agent: ClickTale bot.

Corrupt end, Bad response from remote server: 403 - Request from unauthorized ip: OUR_CACHE_SERVER_IP, user agent: ClickTale bot.

Bad response from remote server: 403 - Forbidden


The IP address specified is actually that of a cache server which is part of our multi-server setup. It stands with a firewall and loadbalancer in front of our two web servers.

Any ideas what the problem is and how we can resolve it? Requests for the pages are obviously working fine in people's web browsers.

Many thanks,]]> partsgateway Troubleshooting