Troubleshooting

Visits show, but no recordings or heatmaps

The address the visitor used isn't listed on the site. Visits are counted from any address, but recordings and heatmaps only from listed ones.

curl -s -H 'Origin: https://www.example.com' 'https://insights.opl-web.com/plugins/OplReplay/replay.php?c=1&s=129'

{"on":false,"hm":0} means that address is missing. Add it under Websites > Manage (or, on OpenCart, under Store addresses with Update OpL Insights when I save ticked). Browsers keep the old answer for up to 10 minutes.

If you only use the standard Matomo tracking code, you get visits but never recordings: use the OpL Insights script instead.

Icons show as words in the player

Text like keyboard_arrow_down or chevron_backward where icons should be means the player couldn't load the site's icon font. Allow fonts to be loaded from other sites; see fonts in the hosting checklist. Then reload the player with Ctrl+Shift+R.

Recordings play too fast

The player's skip inactive switch fast-forwards every stretch without mouse, keyboard or scroll activity, which in apps where people read a lot is most of the time. Turn it off in the player controls; the choice is remembered in your browser.

The customer shows as "guest"

The site isn't passing the signed-in user. Check, in the browser console:

OPL_INSIGHTS.debug = true; sessionStorage.clear(); location.reload();

The script prints [OpL Insights] user … when it receives one. If it doesn't, see identify signed-in users. On OpenCart, set Customer identification to e-mail; it applies to new visits.

Console errors point at opl-insights.js

To include console messages in recordings, the script passes every message on to the browser's console. The browser then labels messages with the script's line instead of the code that logged them. The stack trace underneath still shows the real source.

To check, turn console capture off for one page load by adding dt: 0 to the configuration. The message will then show its own source.

Nothing at all is recorded

• The script isn't on the page: view the page source and look for opl-insights.js.
• A Content-Security-Policy blocks it: the browser console shows a CSP error. See the hosting checklist.
• A consent cookie is configured but not set yet: the script waits for it.
• Recording is off for the site, or the page is excluded, under Websites > Manage.