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A
anthonyn7735153
Level 1
October 16, 2015
Solved

Clickmap Overlay not Functioning

  • October 16, 2015
  • 35 replies
  • 11964 views

Many (possibly all) of our users are currently experiencing issues using the Clickmap PlugIn. The overlay/heatmap no longer appears on the website when it loads. I've tried uninstalling and reinstalling the plugin at least 3 times and I've had no luck -- What are some possible reasons for this occuring? We have the most up-to-date version of the plug-in (2.3.24) and also the latest version of Mozilla Firefox (Ver 24.0)

Please advise

- Anthony

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    Best answer by HaiTechEric

    The latest version of the Clickmap plugin is 2.3.26. If the version installed is different from this, try clearing your browser cache and download the plug-in again. As an alternative trick, you can change the sc.omniture.com or sc2.omniture.com to sitecatalyst.omniture.com or sitecatalyst2.omniture.com respectively on the download page for the visitor click map plug-in, and that should circumvent any caching issues you might see.

    35 replies

    Show previous replies
    H
    HaiTechEric
    Level 3
    October 16, 2015

    I do have good news to report at this point. We have identified a fix for the problem and expect to release the update within the next few weeks, if not sooner.

    K
    kyle_reed
    October 16, 2015

    Hello again Eric,

    You mentioned in a previous post that a fix for the Clickmap overlay functionality (for browser compatibility / Mozilla FF) should be available by January at the earliest.

    Any update as to when this might be available?

    Thank you,

    Kyle Reed

    H
    HaiTechEric
    Level 3
    October 16, 2015

    Hi Tam,

    Yes, we are also aware of this issue, but please feel free to file a ticket with ClientCare so we can appropriately document the customers affected and impacted by this issue for IE 11 users.

    Thanks,

    Eric

    Gigazelle
    Adobe Employee
    GigazelleAdobe Employee
    Adobe Employee
    October 16, 2015

    Do you guys have any incident numbers I can take a look at? I'd be happy to report the status of the bug for you guys.

    tam_tran1
    tam_tran1
    October 16, 2015

    EricHansenPM wrote...

    Hi David,

    You are correct that we are still working on this issue. It remains our top priority for the visitor click map team. We are making progress on identifying a fix for this issue, but we do not expect a fix to be released until January at the earliest.

    Thanks,

    Eric

     


    Hi Eric,

    We've noticed that with IE 11, our teams cannot download and install Clickmap. It gives us an error. Have you noticed that as well?

    Thanks,

    Tam

    tam_tran1
    tam_tran1
    October 16, 2015

    Hi Tyler,

    I did submit a Clientcare case but have not heard back from the team. Any other recommendations? Also, is it true that there's going to be a new version of Clickmap coming out soon? We've heard that's been in the works for awhile now.

    T
    Adobe Employee
    tyler_riggsAdobe Employee
    Adobe Employee
    October 16, 2015

    Anthony,

    I've confirmed that there is a known issue and our support teams have a case and are working on resolution. I am not in support, myself, so can't give a timeline for when it will be resolved. If you choose, you may consider opening a case of your own with Customer Care or your Account Manager so that the issue can receive more visibility. I will follow up if I learn anything new.

    H
    HaiTechEric
    Level 3
    October 16, 2015

    Hi David,

    You are correct that we are still working on this issue. It remains our top priority for the visitor click map team. We are making progress on identifying a fix for this issue, but we do not expect a fix to be released until January at the earliest.

    Thanks,

    Eric

    H
    HaiTechEric
    Level 3
    October 16, 2015

    Hi Cunn Yong,

    Here's the latest situation on this issue: We are currently working with Mozilla to discover a solution to the environmental issue in their later versions of Firefox, but no fix timeline has been established at this point. 

    We are continuously working on this issue as my click map team's top priority.

    Thank you,

    Eric

      gadg3t33r
      gadg3t33r
      October 16, 2015

      EricHansenPM wrote...

      Product Manager for visitor click map, here. I can confirm there are bugs on more recent versions of the browsers due to security changes. While we are exploring various options to address the challenge here, it is unfortunately a difficult problem to solve due to all the moving parts and different groups involved in causing these display issues. Older versions of Firefox and Internet Explorer should still function with the latest version of visitor click map, but fixing browser compatibility is our #1 priority for the team.

       


      What's the word on this? Seems it's still a problem.

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