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PostPosted: Wed Jun 13, 2007 3:22 pm 
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This data may be outdated. To see the most up-to-date information about this item, please visit our Wiki.

When trying to watch a recording you may get the following error: "The content of the recording was not retrieved successfully. ...."
This error occurs when our server is unable to cache the page visited by the visitor and can be caused by various technical reasons.

In the visitors page, click the expand icon to expand the recordings of the visitor. Such recording will have an exclamation icon near them. You can then hover your mouse over the icon to see what the specific error is.

Common errors:
"302 - Found", "301 - Moved permanently" or authentication issues :
Your server has returned a redirect response. 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 a HTTP Ok response (200) for each URL that we request.
Solutions:
  • If the page is protected by authentication or based on session variables, see solutions described in viewtopic.php?f=2&t=109
  • If the page accepts and processes a POST request, see solutions described in viewtopic.php?f=2&t=458&p=1395
  • If the issue is related to missing cookies, you may need to modify your site to skip the cookie check if the userAgent is "ClickTale bot" and just return the content immediately.
  • You may use ClickTaleFetchFrom variable from our API to set an alternative URL for us to cache (fetch) from. It could be a URL with some extra parameters that would affect your behavior or a completely pre-calculated static HTML URL.

"Embedded content missing" or "Partial upload"
You may receive this error if you are using the ClickTaleUploadPage method for page content capturing. This error will occur whenever we receive partial or incorrect content data by using that method. Sometimes there is just not enough time to upload the content from the client side, other times it may be due to network errors. This is the con of using the ClickTaleUploadPage method and no solution is available.

404 error when using the ASP.NET integration module:
Can be temporary due to cache misses. If consistent, please investigate your configuration using the module manual and contact support.

Misc communication error:
Could be temporary. If permanent please contact us for inspection.

Server not found:
It could be that your server is located in a private network and is not accessible over the Internet. In this case ClickTale can't cache 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.


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PostPosted: Mon Feb 01, 2010 1:13 pm 
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What about a "Bad response from remote server: 301 - Moved permanently" message? We're getting this on all of our recordings. Any ideas?


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PostPosted: Mon Feb 01, 2010 1:18 pm 
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Hi ShannonKish,

A 301 error code requires the same solution as a 302 error code.

Arik.


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PostPosted: Mon Feb 01, 2010 1:26 pm 
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Just saw that above. Sorry. Still can't figure out why we're getting that message, though, since no redirects are occurring.


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PostPosted: Mon Feb 01, 2010 1:38 pm 
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Maybe a little more information would be helpful.

We're using the ASP.NET Integration module in an IIS 7 ASP 3.5 site. We have added the <add name="ClickTaleIntegrationModule" type="ClickTale.IntegrationModule.ClickTaleIntegrationModule" preCondition="managedHandler" /> section to the modules section in the web.config file to address this. Prior to adding the code, we weren't getting recordings, however, once added, recordings started occurring, but now with the 301 error.

There is no redirection occuring, nothing is reliant upon a session or form authentication. Any ideas?

http://www.lifelinescreening.com

Let me know if you need any other info.


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PostPosted: Mon Feb 01, 2010 1:55 pm 
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Location: Israel
Hi,

I can see that requests to
http://www.lifelinescreening.com//ClickTaleCache.ashx
get redirected to
http://www.lifelinescreening.com/error4 ... cache.ashx

This is due to configuration on your system. Please consult with your developers on how to disable such redirection for the ClickTaleCache.ashx virtual entry point of the integration module.

Regards,
Arik.


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PostPosted: Mon Feb 01, 2010 2:01 pm 
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I guess I'm a little unclear. Is the ashx file something provided by ClickTale? Is it something we need to create? Is it something that gets created automatically?


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PostPosted: Mon Feb 01, 2010 2:54 pm 
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Joined: Fri Jul 21, 2006 2:39 pm
Posts: 1206
Location: Israel
Hi,

The ClickTaleCache.ashx is a virtual url that is used by the module. Normally it is handled my the module automatically without the need for a physical file.
Ideally you should allow the request to be processed by ASP.NET even if the file doesn't exist.
Alternatively, you can try and create an empty or basic ClickTaleCache.ashx file that will just be a place holder for the real execution.

Arik.


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PostPosted: Tue Feb 02, 2010 1:12 pm 
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Just an update. We've added a dummy ashx file, so the error redirect should no longer be occurring, however, we're still getting the 301 moved permanently error on our recordings.

Any ideas?


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PostPosted: Wed Feb 03, 2010 3:09 am 
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Site Admin

Joined: Fri Jul 21, 2006 2:39 pm
Posts: 1206
Location: Israel
Hi,

I can see that requests from
http://www.lifelinescreening.com//ClickTaleCache.ashx
get redirected to
http://www.lifelinescreening.com/clicktalecache.ashx

perhaps you need to check the case of the file name or disable the redirection.

Arik.


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PostPosted: Wed Feb 03, 2010 8:25 am 
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So the file name is case sensitive?


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PostPosted: Wed Feb 03, 2010 9:55 am 
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We have no way to test any longer since our recordings have been used up troubleshooting. Is there any way we can get our quota reset at this time?


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PostPosted: Wed Feb 03, 2010 10:13 am 
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Location: Israel
Sure, please try again now.


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PostPosted: Wed Feb 03, 2010 11:09 am 
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Posts: 12
Awesome. That seemed to work. Thanks for your help. Is there any way in the trial to be able to view more than two pages? For assessment purposes, it would be nice to see at least five. Please advise. Thanks again for the assistance!


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PostPosted: Wed Feb 03, 2010 12:23 pm 
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Joined: Fri Jul 21, 2006 2:39 pm
Posts: 1206
Location: Israel
Hi Shannon,

The trial (which is actually a free plan) is limited to only two pages.
If you want to make perform a more elaborate assessment, you are welcome to signup for a regular plan with no risk due to our 30 days money back guarantee.

Regards,
Arik.


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