My Heatmap contain a incorrect image of the web page
It is possible that an image can be generated in the Heatmaps incorrectly. If this occurs, you have the options to reset the render of the Heatmap. There is no risk of losing data when taking a new screenshot. However, it can take up to 10 minutes to render the Heatmap completely.
My heatmap doesn’t track visitors
If you added a heatmap that doesn’t track any visitors, we recommend that you verify the following cases:
Make sure you have the Smartlook installed on your website. If there are no session recordings in your account, the Heatmaps cannot be generated.
Make sure that the page was indeed visited by a visitor. If you don’t block your own IP address in Smartlook, you can test it by visiting it yourself, and your visit will be included in the visit counter.
Make sure you entered the correct URL of the page when creating the Heatmap.
In case you’re using Smartlook on more than one website under one account, make sure that you created the Heatmap for the correct website.
My Heatmap is tracking visitors, but not all of them
It’s possible that Google Analytics or other analytic tools report a greater number of visits than the number depicted in your Heatmaps. This can happen for several reasons, all of which are addressed in this section.
Smartlook doesn’t officially support parallax scrolling at the moment. Heatmaps from a web page using parallax will not be displayed correctly.