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Event FAQs

How is the web hierarchy property populated?

The population of the hierarchy property starts with the element that was clicked, changed, or submitted. From there, it goes…
Why did my event stop working?

The most likely cause for an event to stop capturing data is a recent site change or release. If you…
How do I figure out the purpose of an event that was created by someone else?

If you’re looking at an event in Heap that was defined by someone else, we recommend taking the following steps…
Why do I see events and users from the future?

Heap accepts the timestamp provided by the end user’s computer at the time that an event is sent to Heap.…
How do I add an existing snapshot to multiple events?

To add an existing snapshot to multiple events, complete the following steps for each event. Once saved, this snapshot will…
How can I check if an event is server-side or client-side?

You can check if an event is server-side or client-side by grouping by Source from either the Usage over time…
Why am I seeing duplicate events or session IDs?

In accordance with Heap’s data model, where users do events, each individual user in Heap is assigned a unique user…
Why would the timestamp of an install event come before the user’s date first seen?

The timestamp for an install event is the actual installation time from system-level metadata, not the timestamp the user first…
If I have identical event definitions, which one “wins” to be shown in Users View or my live data feed?

If you have identical event definitions, the one with the higher number of filters will be the one that shows…
Why do only some Segment events get a Segment logo?

Segment events will only have a logo in Heap when they have been sent via server-side at some point in…
I saw a custom event in my live data feed, but I can’t find that event anywhere in Heap

If you just created your event, there is an expected latency, which is typically less than 1 hour, between when…