How to use the Retake tool
View Heatmap that has not captured the screenshot correctly.
Click the Heatmap Help link.
This link can be found at the bottom left-hand side of the Heatmap.
Select Retake Screenshot.
Choose which devices need to have the screenshot retaken.
All three device screenshots can be retaken at one time.
Click Open the page and take the screenshot.
You won't see camera button if Hotjar cookies/scripts are being blocked by your browser
The Retake Screenshot tool requires the Hotjar Tracking Code to be installed and running on the page you would like to capture. We recommend using Chrome for this feature, to avoid adjusting browser settings. Safari and Firefox users may need to adjust their default security settings. If you're having trouble, reach out to our Support team directly to retake the screenshot.
Follow the prompt and click the camera button.
Clicking the camera button will take the screenshot. A pop up will then appear, guiding you back to the Heatmap dashboard.
Wait for your screenshot to process.
Let our retake screenshot tool know if it fixed the screenshot.
If the screenshot has been fixed, you are ready to start analyzing your data. If not, head to our contact form to reach out to our support with the Contact Support button.
My Heatmap screenshot still doesn't look right?
If your screenshot still doesn't seem right, there are a number of things that might be causing the issue. The problem may be occurring because:
- Your website's server is preventing Hotjar from accessing some of the page content like pictures, fonts, CSS, etc. Ways to fix this issue with the screenshot can be found in Troubleshooting FAQs for Heatmaps.
- Your website contains dynamic content that only appears after the user interacted with the page in some specific way. Before capturing the screenshot, make sure you have scrolled to the bottom of your page as well as reveal all elements that require interaction.
- Some of your page components cannot be rendered by Hotjar due to limitations. You can see if your site falls under one of our limitations in Heatmap Limitations.
- Your website was built with the WiX platform. The best way to capture your site in a screenshot would be with our screenshot delay method.