Troubleshooting / FAQ
Not Receiving Traffic
If you are not receiving traffic from your site, the first thing to
check is whether the beacons are being requested. This can be done
using your favorite web browser developer tool (for
example Firebug for Firefox
or Chrome Developer
Tools), or using a tool
like Charles Proxy. The
beacons will go to
ping.chartbeat.net/ping. If these are being sent,
send an email to email@example.com.
If not, please check the common errors in the sections below.
onload Handler Overwritten
The Chartbeat code relies on the
window.onload attribute not being
without also calling the existing function, Chartbeat will not work. A
way to check this, is to look at the value of the
function when the page has loaded. If it is not the Chartbeat code,
then check that the new handler correctly ends up calling the
Chartbeat code at some point.
A way to see if the Chartbeat code has been called is whether the
_sf_endpt is defined in the global scope.
The Same Article Appear Multiple Times in my Dashboard
If the same article appears multiple times in the dashboard, it is most probably because the article is actually tracked under different distinct urls. This can be checked by hovering the mouse over the article in the dashboard and comparing the urls. If this is the case, see here for information about how to "clean the path".
It is possible to track multiple subdomains within a single dashboard. If you would like to do this, please contact us and we will enable it for you.
Tracking Flash Applications
My Site is Being Slowed Down, "Waiting for ping.chartbeat.net"
If your browser keeps having a "Waiting for ping.chartbeat.net" message in the status bar, it is actually not waiting for Chartbeat as our code is fully asynchronous. It is an old Firefox bug unfortunately. You can read more on our blog post about it.
Why am I Getting an Error From ping.chartbeat.net
If the beacon loading from
returning an error, there are two possible reasons.
If it is a 503 error, it is because you have hit the maximum number of concurrents on your Chartbeat plan. We send this error message, to throttle the traffic sent to us (see also cookies). You can change your plan to see all your traffic here. The exact error message returned is 503 Site over allowed capacity.