Troubleshooting: Heatmap Report Not Loading in VWO

Problem Statement

When I try to load the page that I am running the heatmap on, it either loads with broken content or heatmap throws an error.

Resolution Steps

• Clear existing cookies from your browser and try again.
• Add VWO SmartCode directly on the web pages and not through proxy. If VWO SmartCode is not installed on the test pages, VWO tries to open the heatmap report using a proxy. Due to this, the report may not load properly as there could be issues in fetching CSS/JavaScript files, completing AJAX requests, and so on. Add the SmartCode on the test pages and try again.
• The error may occur because the X-frame header is set to SAME_ORIGIN on your website’s backend. You can ask your developer to add conditions to allow the VWO server to bypass the X-frame header settings.
• If you have created a test for one device-type (for example, an iPhone or iPad) and you try to view the heatmap report on another device-type (say, desktop), VWO will use proxy settings to load view and the heatmap report may not load. Please contact VWO support at support@vwo.com for help on resolving such issues.
• Heatmap reports are generated for the default test URL. Please ensure that you use the exact URL for the heatmaps.
• Make sure that you have not installed Javascript blockers like AdBlocker with custom settings. If you have installed a JavaScript blocker plugin, ensure that the VWO requests (coming from vwo.com and visualwebsiteoptimizer.com) are not blocked.
• Enable third-party cookies in your browser settings. When creating a test, VWO drops cookies from app.vwo.com to dev.visualwebsiteoptimizer.com(third-party). Since the cookies on your website are created from dev.visualwebsiteoptimizer.com, your website pages may fail to load if third-party cookies are disabled in the browser settings. Using the browser settings option, you can block third-party cookies but create an exception for these two domains. To know more about enabling and disabling the cookies from the browser settings, refer to Enable or disable third-party cookies.
• Try opening the heatmap after clearing the browser cache and cookies. While you do so, please download and enable the VWO plugin on your browser.