Diagnose and fix issues when heatmap data isn't displaying correctly.
No Heatmap Data
Check Requirements
- Plan: Pro or higher required
- Tracking: Base tracking must work
- Click tracking: Must be enabled
Enable Heatmaps
- Go to Settings → Heatmaps
- Toggle Enable Heatmaps ON
- Wait for data collection
Minimum Data Required
Heatmaps need sufficient data:
- Click heatmaps: 50+ clicks recommended
- Scroll heatmaps: 100+ page views
- Movement: 50+ sessions
Too little data: "Insufficient data" message shown
Check Date Range
- Ensure date range includes heatmap data
- Heatmaps only show data from when enabled
- Try "Last 7 days" or "Last 30 days"
Heatmap Not Matching Page
Page Changed
If page design changed:
- Old heatmap data may misalign
- Reset heatmap for this page
- Wait for new data
Dynamic Content
Pages with dynamic content:
- Different layouts for different users
- A/B test variations
- Personalized content
Solution: Filter by URL parameters if needed
Responsive Design
Different viewport sizes:
- Desktop vs mobile differ
- Select correct device view
- Each has separate data
Click Heatmap Issues
Clicks Not Showing
Check that click tracking is enabled in the dashboard:
- Go to Settings → Heatmaps
- Verify Click Tracking is ON
- Save changes
Clicks in Wrong Location
Causes:
- Page scrolled differently
- Dynamic elements moved
- Different viewport size
Interactive Elements Not Tracking
Some elements may not track:
- Flash/plugin content
- Canvas elements
- Certain iframes
Scroll Heatmap Issues
Scroll Depth Not Showing
Scroll tracking enabled by default, but check:
- Sufficient page views (100+)
- Page has scrollable content
- Not excluded in settings
Scroll Data Seems Wrong
Consider:
- Different screen sizes show different data
- Mobile users scroll differently
- Average shown, not individual
"0% scroll" for Many Users
Normal causes:
- High bounce rate
- Very quick visits
- Bots (should be filtered)
Movement Heatmap Issues
Movement Not Tracking
Movement tracking is:
- Disabled by default (privacy)
- Enabled in settings if needed
- Sample-based for performance
Enable:
- Go to Settings → Heatmaps
- Enable Mouse Movement Tracking
- Set sample rate
Movement Data Sparse
Movement tracking is sampled:
- Not every movement recorded
- Shows patterns, not exact paths
- Requires significant traffic
Specific Page Issues
Heatmap for Specific Page
To view specific page:
- Go to Heatmaps
- Enter page URL or select from list
- View heatmap
Page Not in List
If page doesn't appear:
- Needs minimum traffic
- Check URL is tracked
- May need to search by URL
Dynamic URLs
For pages like /product/123:
- Use URL grouping
- View aggregated heatmap
- Or filter by specific ID
SPA (Single Page App) Issues
Heatmaps Not Working in SPA
SPAs need proper tracking:
// Track virtual page views
router.afterEach((to) => {
if (window.zenovay) {
window.zenovay('page');
}
});
Multiple Pages Merged
Ensure unique page identifiers:
- Include path in tracking
- Don't merge different pages
- Check page grouping settings
Rendering Issues
Heatmap Overlay Broken
Try:
- Refresh the page
- Clear browser cache
- Try different browser
Colors Not Showing
Check:
- Sufficient data collected
- Color scale appropriate
- Not zoomed in too far
Page Screenshot Wrong
The page screenshot may:
- Be outdated
- Show different content
- Need manual refresh
Refresh screenshot:
- Go to heatmap
- Click Refresh Screenshot
- Wait for new capture
Data Accuracy
Clicks Seem Wrong
Verify accuracy:
- Click yourself several times
- Wait 5 minutes
- Check if your clicks appear
Data Doesn't Match Expectations
Consider:
- Users behave differently
- Sample size matters
- Mobile vs desktop differ
Privacy Mode Conflicts
Privacy Mode Blocks Heatmaps
Full privacy mode (enabled in dashboard Settings → Privacy) disables heatmaps. If you need heatmap data, ensure privacy mode is turned OFF for the website in the dashboard settings.
Click anonymization can be configured separately in Settings → Heatmaps → Anonymize Click Data without enabling full privacy mode.
Retention and Storage
Old Heatmap Data Gone
Heatmap data has its own retention period, separate from analytics data retention:
| Plan | Heatmap Retention |
|---|---|
| Pro | 60 days |
| Scale | 120 days |
| Enterprise | 180 days |
Storage Limits
If at storage limit:
- Older data pruned first
- Upgrade for more storage
- Export important data
Best Practices
Getting Good Heatmap Data
- Wait for sufficient traffic
- Don't change page frequently
- Use consistent URLs
- Segment by device type
Interpreting Results
- Focus on patterns, not individual clicks
- Compare pages to each other
- Look at scroll depth for content placement
- Use with session replay for context
Contacting Support
Provide:
- Page URL
- Date range
- Device type
- Screenshot of issue
- Traffic volume