Latest posts from “ClickTale Support” board.

General Questions :: Re: Clicktale site password and email address changes

Inbal — Wed, 01 Sep 2010 01:20:24 -0500

Hi Jason,

Unfortunately, our system does not allow you to change your username – it will always be the email address you signed up with. You can only change the name and email associated with your account, however this won't change your username. This is done by going to the “Edit Personal Info” page within the “Account Info” section of your account. The e-mail address listed in that section is the one which will receive automated e-mails from ClickTale. If you experience any further login problems please send me a pm (private message) with the details of your account.

General Questions :: Clicktale site password and email address changes

lonerzzz — Tue, 31 Aug 2010 13:20:07 -0500

Hello,

Although the question isn't about your service, I could not find a place for questions about the website itself. I attempted to change my email address through the site, but it has not been completely successful. I continue to receive email at my old account and cannot login using my new email address and password. Only my userid and password works.

Please provide me a private way to indicate the account with the problem if you are not able to associate the account with this forum user.

Jason

General Questions :: Re: Pre Sale Question

Inbal — Tue, 31 Aug 2010 09:03:47 -0500

It's really month to month. If you agree to a longer subscription period (6/12 months) you receive a substantial discount. Please see our pricing page for more details. Please note that in most payment methods the subscriptions renew automatically unless canceled.

General Questions :: Pre Sale Question

jasonbigs — Mon, 30 Aug 2010 13:36:13 -0500

Is the month to month contract really month to month or is there a commitment period?

Announcements :: Scheduled System Upgrade - August 29

Arik — Thu, 26 Aug 2010 10:20:06 -0500

On Sunday morning, August 29, between 3:00AM and 7:00AM Central Time (CT), ClickTale will perform a planned system upgrade. The exact schedule may change and will be updated in this thread.

During this period there might be times when ClickTale will stop creating new accounts, will stop processing new incoming recordings or the service will be slower, off-line or unstable. We will try to minimize the amount of downtime as much as possible.

There will be no impact on our customers' websites during the upgrade period. If you encounter any unexpected errors, please send an email to syst...@clicktale.com .

We apologize for any inconvenience which this process may cause you and hope you will enjoy the improved system.

Regards,
The ClickTale Team

Troubleshooting :: Re: Form Analytics - treating multiple URLs as one

Inbal — Thu, 19 Aug 2010 03:50:17 -0500

No, I'm afraid this is not possible. Once you upgrade to a paid subscription you can generate aggregated reports using the "URLs starting with.." option in order to generate the report based on all recordings of the page, regardless of query string parameters.

Troubleshooting :: Form Analytics - treating multiple URLs as one

ross-adido — Wed, 18 Aug 2010 11:40:59 -0500

I'm probably being slightly hindered by the fact that I currently only have a free account but I wanted to test one more thing before I started properly.

I currently have recordings done on a single page of one domain, it's basically a page with an enquiry form. I did that so it would be the most popular page and I could view the form analytics. However, I've noticed that because the querystring to this page depends on how they got to the enquiry form, the system treats each recording as a different form.

Can I tell it to ignore the querystring so that I can analyse them all as one?

Troubleshooting :: Re: Getting a c.c is undefined in WRb5b.js

Inbal — Wed, 18 Aug 2010 04:56:13 -0500

Hi,

We have just sent you an updated version of the splitter code. Please use it and e-mail me if you continue to experience errors.

General Questions :: Re: Form Analytics / Remove "Site Search" fields

Inbal — Wed, 18 Aug 2010 04:52:59 -0500

May I ask why you're trying to prevent your form from being recorded?

If you have concerns regarding sensitive data that may be entered in this form, you can prevent the data from being recorded without the need to block the entire form from being recorded (see: http://wiki.clicktale.com/Article/Sensitive_data for more information).

If you're concerned about ClickTale's ability to display Form Analytics reports for pages with multiple forms, please do not worry. The statistical data for each form is displayed separately, with buttons at the top of the page enabling you to toggle between each form’s data.

If you still wish to use ClickTaleExcludeBlock please note that using it will enable you to exclude any code in your pages from being recorded. Since the code won't be recoded, it won't appear in playback or any aggregated report (including From Analytics). However in order to prevent information on these reports from being skewed by the lack of html DOM elements please refrain from blocking the entire form tag and instead block the contents inside that tag.

Troubleshooting :: Getting a c.c is undefined in WRb5b.js

Dasani — Tue, 17 Aug 2010 13:06:10 -0500

I am using a special function for recording AJAX calls which splits the call into parts because Clicktale limits it.

The functions I am using were functions given directly to me through email telling me of the issue and solution.

I have AJAX calls that return HTML in a JSON object. First, I take that object and turn it into a string. Once in string form, I do the standard:

Code:

if(typeof ClickTaleExec=='function')

{

   var code = "inbetweenFunc('" + jsonText + "', getAskAQuestion_Done)";

   SplitClickTaleExecCalls(code);

}

The

Code:

SplitClickTaleExecCalls(code)

is the function given to me in the email. I am not sure if I should post the function here but I will if asked to. The

Code:

var code = "inbetweenFunc('" + jsonText + "', getAskAQuestion_Done)";

is a function I wrote that takes in a JSON string and converts it back into an object which is then passed to the AJAX response function. This is essentially the same thing as calling the AJAX call. The only error I am getting is the

Code:

c.c is undefined

error. If I am doing something wrong, please let me know. I believe it should work with what I have now although it does not.

General Questions :: Form Analytics / Remove "Site Search" fields

shoesiq — Mon, 16 Aug 2010 13:50:34 -0500

Folks,

On our home page, we have a lead capture form as well as site search forms (as well as some hidden ones). How do I remove the site search fields from the Form Analytics data and calculations? Can I use the "Unify Several Page" solution of including:

Hi Tal!

If I do that, does it exclude it from the heatmaps as well?

Thanks

Stuart

Troubleshooting :: Re: No recordings since code installed 12 hours ago

Inbal — Mon, 16 Aug 2010 06:38:53 -0500

In your case the tracking code in the URL you sent me contains the project ID for a project you created and then deleted. You need to replace the parameter indicating the ID of the project you're recording under with that of an existing project (you can see its ID in the URL for the project dashboard, it's listed there as a parameter called PID).

In your case it means replacing 6260 with 6365 in the first parameter in the call to the ClickTale function (on the bottom part of your tracking code).

Troubleshooting :: Re: No recordings since code installed 12 hours ago

Inbal — Mon, 16 Aug 2010 05:14:03 -0500

Regarding Safari, this browser is currently not supported. ClickTale currently records visitors using Internet Explorer or Firefox. Support for Safari will be added if it achieves a higher usage share in the browser market (over 10%).

Regarding the message you received, please check that the domain you are attempting to record from is checked for recording on the list in the "Manage Domains" section on your ClickTale account. Only domains which are checked can generate recordings. Once you check the domain please try recording again with the debug parameter (you might need to delete a cookie called WRIgnore before testing). If you still receive this message despite recording being present on your quota, please send me the domain you are attempting to record via a personal message, so that I can inspect the tracking code on it.

Troubleshooting :: No recordings since code installed 12 hours ago

tle — Sun, 15 Aug 2010 23:53:52 -0500

Hi,

I don't see any recordings for my account. When I tried the debug feature on Firefox, I get the following error report:

error2: unable to record because either there are no credits for project or communication may be down

My account shows 100 available logs, and I just signed up for the free account since I want to try it before I buy.

Also, I tried it on Safari and it said that it's not a supported browser. Why is that?

Thanks!

Troubleshooting :: Re: Recording user progress through different screens

howdab2 — Thu, 12 Aug 2010 15:59:21 -0500

Thanks Arik!