Special Cases & Troubleshooting
How to handle special page structures and what to do when Smart Heatmap doesn't work as expected.
Pages with iframe embeds
When a page contains iframes (embedded external content), click and other metric data may not be captured correctly.
Workarounds:
If your main analysis target is content inside the iframe, install the Ptengine tag directly on the iframe source page instead
Content outside the iframe (in the parent page) is captured normally
When page height or content changes
When overall page height or content changes, configured block positions may shift, causing data to display incorrectly.
Workarounds:
Run "Rescan Blocks" in the block settings screen
Wait for the page to fully load before rescanning (incomplete loads may misalign block heights)
For major redesigns, use Page Save before the change so you can compare with the post-redesign state
Sites with dynamic IDs
On sites where IDs are generated dynamically by JavaScript, elements can't be uniquely identified, and click data may not be captured correctly.
Workaround: Contact support for assistance — we'll provide site-specific guidance based on your implementation.
Other cases where heatmaps may not capture correctly
Frequently updated content
Elements generated dynamically without user interaction
Duplicate IDs on the same page
SPAs where the URL doesn't change between page transitions
For SPA configuration: see SPA Tracking Setup Guide.
Data not refreshing
If heatmap data doesn't appear up to date:
Click the "Refresh Heatmap" button in the toolbar to fetch the latest data
Aggregation may be delayed by tens of minutes to a few hours
If still not reflected, see Heatmap Not Showing
Screenshot capture failing
If screenshot capture fails due to page design or specifications, use the Save via Chrome extension method.
Recommended browsers
Google Chrome (recommended)
Microsoft Edge
Mozilla Firefox
Installing the Ptengine Assistant Chrome extension improves compatibility.
Related FAQ
Related pages
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