# Special Cases & Troubleshooting

How to handle special page structures and what to do when Smart Heatmap doesn't work as expected.

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## 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

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## When page height or content changes

When overall page height or content changes, configured block positions may shift, causing data to display incorrectly.

**Workarounds:**

1. Run **"Rescan Blocks"** in the block settings screen
2. Wait for the page to **fully load** before rescanning (incomplete loads may misalign block heights)
3. For major redesigns, use [Page Save](/en/insight/smart-heatmap/toolbar.md) before the change so you can compare with the post-redesign state

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## 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.

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## 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](/en/faq/tag-and-domain/spa-tracking.md).

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## Data not refreshing

If heatmap data doesn't appear up to date:

1. Click the **"Refresh Heatmap"** button in the toolbar to fetch the latest data
2. Aggregation may be delayed by tens of minutes to a few hours
3. If still not reflected, see [Heatmap Not Showing](/en/faq/start-guide/heatmap-not-showing.md)

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## Screenshot capture failing

If screenshot capture fails due to page design or specifications, use the [Save via Chrome extension](/en/insight/smart-heatmap/screenshot.md#method-2-save-via-chrome-extension) method.

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## Recommended browsers

* Google Chrome (recommended)
* Microsoft Edge
* Mozilla Firefox

Installing the [Ptengine Assistant](/en/getting-started/what-is-ptengine/ptengine-assistant.md) Chrome extension improves compatibility.

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## Related FAQ

* [Check Tag Firing](/en/faq/start-guide/check-tag-firing.md)
* [Tag Installed but Tracking Incorrectly](/en/faq/start-guide/incorrect-tracking.md)
* [Heatmap Not Showing](/en/faq/start-guide/heatmap-not-showing.md)
* [Heatmap Background Page Garbled](/en/faq/insight-setting/heatmap-garbled.md)
* [Few Clicks in Page Analysis Heatmap](/en/faq/data/heatmap-low-clicks.md)
* [Click Count vs Conversion Count Mismatch](/en/faq/data/click-cv-mismatch.md)

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## Related pages

* [Smart Heatmap Overview](/en/insight/smart-heatmap.md)
* [Block & Element Setup](/en/insight/smart-heatmap/block-element-settings.md)
* [Screenshot](/en/insight/smart-heatmap/screenshot.md)


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