Home Data Types Snapshots FAQs Why is my snapshot not collecting data?

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Why is my snapshot not collecting data?

There are several reasons why a snapshot might not be capturing the data you’d expect, or any data at all.

  • If it’s a pageview snapshot, the timing of the pageview may be taking place before the content you want to snapshot is available on the page. In this case, we recommend switching to an event-level snapshot.
  • The content may not be available when the snapshot fires. This can happen in cases where the page isn’t fully loaded when the action that this snapshot is attached to occurred, or if the content you’re trying to snapshot loaded after the action occurred (such as trying to capture an error message that popped up after the click happened). If this is the case, we recommend you use the heap.track() API to capture this content instead of a snapshot.
  • Your event selectors aren’t capturing what you expect. If you’re seeing unexpected data (ex. numbers instead of text), re-create the UX flow and check what’s coming through in live data feed.
  • Your installation snippet is missing something, or isn’t set up correctly. Work with your developer to check that your tracking code permits unsafe-inline and unsafe-eval (as referenced in our install docs on content security) and is set up to allow Heap to run snapshots.
  • If it’s a JavaScript snapshot, make sure the JavaScript is set up correctly by testing it in Chrome’s dev tools console and seeing if the snapshot collects data.

For more guidance on checking that your events are working properly, see How do I know if my event is working?

Need help? Please post in Community or contact us via the Get support page in Heap.