Crazy Egg Troubleshooting

Troubleshooting Overview

Resolve common Crazy Egg issues with tracking, heatmaps, and recordings.

Tracking Not Working

Script Not Loading

Symptoms:

• No data in dashboard
• Snapshots show zero visits

Diagnostic Steps:

1. View page source, search for "crazyegg"
2. Check browser console for errors
3. Verify script URL matches your account

Solutions:

<!-- Verify correct format -->
<script type="text/javascript">
  setTimeout(function(){
    var a=document.createElement("script");
    var b=document.getElementsByTagName("script")[0];
    a.src=document.location.protocol+"//script.crazyegg.com/pages/scripts/XXXX/XXXX.js";
    a.async=true;a.type="text/javascript";
    b.parentNode.insertBefore(a,b)
  }, 1);
</script>

Script Blocked

• Check for ad blockers
• Verify Content Security Policy allows crazyegg.com
• Test in incognito mode

<!-- CSP header example -->
Content-Security-Policy: script-src 'self' *.crazyegg.com;

Heatmap Issues

Heatmap Not Generating

Common Causes:

• Not enough traffic yet
• Wrong URL configured
• Snapshot expired

Solutions:

1. Verify snapshot URL matches actual page
2. Check minimum traffic threshold
3. Create new snapshot if expired

Heatmap Misaligned

Causes:

• Dynamic content changing layout
• Different viewport sizes
• Page changed after snapshot

Solutions:

1. Use "Device" filter to view specific sizes
2. Take new snapshot after design changes
3. Wait for content to load before capturing

Recording Issues

Recordings Not Appearing

Checklist:

1. Verify recording is enabled for the page
2. Check recording quota isn't exhausted
3. Confirm page URL matches tracking rules

Recordings Not Playing

• Check browser compatibility
• Disable browser extensions
• Try different browser

Missing Interactions

• Some elements may not be captured
• iframes have limitations
• Check for JavaScript errors

A/B Test Problems

Test Not Running

1. Verify test is active (not paused)
2. Check targeting conditions
3. Confirm JavaScript loads properly

Incorrect Variant Display

• Clear browser cache
• Check for caching plugins/CDN
• Verify variant code is correct

Flicker Effect

Add anti-flicker snippet:

<style>.ce-async-hide{opacity:0!important}</style>
<script>
  (function(a){a.className+=" ce-async-hide"})(document.documentElement);
</script>

Data Discrepancies

Lower Than Expected Numbers

Possible Reasons:

• Bot filtering (correct behavior)
• Ad blockers
• Sampling settings
• Traffic exclusions

Comparison with Other Tools

Crazy Egg may show different numbers than:

• Google Analytics (different collection methods)
• Server logs (bot filtering)

This is normal; focus on trends, not absolute numbers.

Performance Concerns

Page Load Impact

Crazy Egg loads asynchronously and shouldn't impact load:

// Async loading (default)
a.async = true;

If concerns persist:

• Delay script loading
• Use conditional loading
• Monitor Core Web Vitals

Getting Help

Support Resources

• Help Center: help.crazyegg.com
• Email: support@crazyegg.com
• Live chat in dashboard

Information to Provide

• Account ID
• Page URL
• Browser/device info
• Screenshots of issue
• Console error messages