I’m trying to open a Live Heatmap but it but get the message "The Live Heatmap can't be opened when the website is paused or stopped". What’s going on?




Live Heatmaps won't open if you have paused or stopped recording for the site you're attempting to launch Live Heatmaps on.


Unfortunately, Live heatmaps won’t work if the Tracking Code isn't active - that is if you have paused or stopped recording - for the site you're attempting to launch Live Heatmaps on. 

What happens here is that our Live heatmaps are using the Mouseflow Tracking Code to show the heatmap data on top of your site - if the Tracking Code is not active there will be nothing to show the data.



Solution

To resolve the issue please navigate to the Dashboard in your Mouseflow Account and then resume recording clicking the 'Start Recording' button on the right-hand side.


If you don't wish to record visitors to your site at this time you can set a (low) Recording Rate to avoid this while still keeping the Recording Script active.


If you are using Firefox


If you experience that your Live Heatmaps won't open in Firefox, you may have their Enhanced Tracking Protection enabled, and that's preventing you from using Live Heatmaps.
You may wish to disable this feature for your own site specifically, so you can take advantage of the Live Heatmap feature, you can see how on their Support Site here.