Troubleshooting Recordings
Why do I see my website with no styling (just HTML, no CSS) or old styling in Recordings?
Clarity requires access to your site's styling assets so that the recordings and heatmaps render correctly. Any styling resources that Clarity is unable to access will be missing from the rendered playbacks.
Stylesheets and fonts are constantly being cached by Clarity as your playback data is received. The stylesheets are then used to render your playbacks when you view them in the future.
Clarity supports resource versioning, which means playbacks use the version of your styling resource that existed when the playback was recorded. This works whether you update your styling resources in-place (with the same URL), or you generate a new URL for every new resource. Clarity still recommends you to deploy updated resources with a new URL or new name to avoid browser caching issues.
There are several possible reasons why CSS or fonts might appear broken in recordings and heatmaps. Some of those reasons and possible resolutions include:
| Trouble spot | Solution |
|---|---|
| Your styling resource exists in a nonpublic environment (production servers, localhost, intranet, and so on). | Deploy your CSS publicly. |
| Your site blocks access to Clarity (restricted IPs by geolocation, domain/referrer, and so on). |
|
| Your site uses a temporary stylesheet or font. | Make your CSS available permanently or increase the duration of your CSS. |
| Your styling resource is of the incorrect type. | Make sure your stylesheet and font files are served with the appropriate content header to ensure that Clarity treats your resources accordingly. |
If none of the above suggestions resolve the issue, send a support request to clarityMS@microsoft.com, including a link to the recording or heatmap that isn't rendering correctly. Optionally, you can include a list of the URLs of resources that you can observe failing.
Why can't I see any clicks on a Click map?
While you view Heatmaps through Recordings, Clarity also adds two implicit filters:
- Visited URL of the particular recording within the selected session.
- Device type of the selected session.
For a recording, if you're unable to view any clicks, it indicates there are no clicks based on the selected filters. Make sure to remove or adjust your filters and view the heat maps.