Troubleshooting Installation

Troubleshoot common questions related to installation using this guide:

Sign up

Why am I having trouble signing up to Clarity?

Try the following ways to finish signing up to Clarity:

  • Check if you've entered a valid email ID and password.

  • Check for any typos and try again.

  • Check to see if your browser cache might be preventing you from signing up. Clear the browser cache and try again.

Sign in

Why am I running into permissions/access issues while logging in from my company domain?

The default permissions on the AAD tenant are responsible for managing application connections of your domain. When users sign in from a company domain, they might come across issues because of these permissions.

This error prompts in Microsoft sign-in console or as an error message in the Clarity project.

If so, a global admin of your tenant needs to approve Clarity to access as the user allowed application. The admin for the tenant can follow these steps to resolve the issue.

Specifically, tenant admin will need to navigate to https://login.microsoftonline.com/{tenant-id}/adminconsent?client_id={client-id}.

{client-id}:

  • It's the application's client ID (also known as app ID).
  • Clarity's client-id is 2f5fdc21-34c4-4039-881e-b87bf199b3fc.

{tenant-id}:

It's your organization's tenant ID or any verified domain name. To identify your tenant ID, follow the below steps:

  1. Navigate to https://ms.portal.azure.com/#home
  2. Search for Active Directory and select Azure Active Directory. Find Azure active directory.
  3. Identify your tenant's name. Under tenant information, you can find tenant ID as shown. Tenant ID.

The Admin identification process will need to be handled by your team's admin(s). Once an admin does the process underlined above, this issue should be resolved.

Installation

Why am I unable to install the tracking code?

Try the following troubleshooting steps:

  • Make sure to follow the steps mentioned in Setup.

  • Copy the tracking code directly onto your page. Avoid copying the code to any text editors before pasting it on your page.

Why am I unable to POST any requests to https://www.clarity.ms/collect?

Try the following troubleshooting steps:

  • Make sure to install the tracking code properly. Try redoing the Setup.

  • Refresh the page after a few minutes and follow the Verification steps to see the 'collect' file.

Why do I see a different page's data in my project?

Make sure you've added the correct tacking code for the corresponding project. Follow the steps to verify the tracking code:

  1. Go to the Projects tab and open the related project.

  2. Select the Setup tab and copy the script.

  3. Compare the script to the script on your website's <head> section. Make sure to check the src.

  4. If the script is different from the one you copied, remove the existing script, and paste the correct script on your page.

Why is Clarity not tracking the subdomains?

If Clarity isn't tracking some of your web pages, make sure to install the script on all the pages you wish to be instrumented. Refer to Setup to learn more.

Note

Contact us if the issue persists after following this troubleshooting guide.

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