When you create a new Heatmap, the first thing that Hotjar does is wait for a user to visit a page on your site that you have targeted. When this happens, the HTML the user loads is sent to our servers and a screenshot is taken.
When a screenshot isn't captured correctly, the following error is reported:
You will see this error if:
You are using a Custom Screenshot URL under advanced settings
Solution: Edit your Heatmap to review the Custom Screenshot URL entered. The biggest culprit we have is typos, like using 'http' for a site that starts with 'https'. This is option is best used when you are targeting a range of Heatmaps and want to use a specific screenshot for the Heatmap.
Something went wrong during the screenshot creation process
Solution: Try retaking the screenshot with our Heatmap Retake Tool.
If these solutions do not fix the problem, contact our support team so we can investigate the situation.