Troubleshoot: Heads Up Display loading issues

Having trouble activating the HUD from the Chartbeat dashboard?
The "Activate Heads Up Display" launcher, pictured below, will not work for the following edge case configurations:

1. Your Chartbeat Site name doesn't match the actual web domain on the page where you are trying to load the HUD (e.g. Chartbeat Site name = "france.mysite.com", web domain = "www.mysite.com/france/")

2. The pages of your site are on a subdomain (e.g. news.mysite.com) but traffic data for these pages report to a Chartbeat Site using the root domain (e.g. mysite.com).

To open the HUD on any sites where the domain name doesn't match the Chartbeat Site name (found in the "Select site" dropdown pictured below), use our bookmark activation method instead (scroll down to the "alternative activation methods" section on this page to install HUD via a browser bookmark).

Trouble installing HUD after updating Chrome
If the HUD is prompting you to sign in after updating your Chrome browser, simply visit https://chartbeat.com/logout to sign out of your current session. Once you log back in to Chartbeat, refresh the tab where you are attempting to load the Heads Up Display.

If you're still having trouble after trying to install HUD via our bookmark method, follow the steps below to troubleshoot:

Step 1

Ensure that you are signed in to your Chartbeat account, that your login has access to the Site in Chartbeat where you are trying to install the HUD, and that traffic data is flowing to the associated Real-Time Dashboard for the same site.

Step 2

If you’re using an ad blocking tool, try turning it off completely in your browser settings and test activating the HUD once more. Learn how to manage your Chrome browser extensions.

Step 3

With ad blockers disabled, check your browser settings to ensure that third-party cookies are not being blocked. While our tracking script doesn’t use third-party cookies, the Heads Up Display runs on chartbeat.com which is a third-party domain, so your browser needs to allow third-party cookies for *.chartbeat.com for the HUD to load. In Chrome, copy this link into your browser bar and ensure that the "Allow third-party cookies" setting is selected: chrome://settings/cookies

• Safari
• Firefox

Note
Firefox now includes cookie blocking by default. To disable this setting for your site where you need the HUD to load, click the shield icon in your URL bar, and select the button labeled "Turn off blocking for this site":

 

 

Step 4

If you're still having issues loading the HUD after following the steps above, it's possible that another one of your browser extensions is conflicting with the Heads Up Display. Try signing in to Chartbeat in an incognito window with plugins disabled and loading the HUD in this window. If the HUD loads, it's almost certainly an indication that one of your active browser plugins is interfering with the HUD. Try disabling all plugins one-by-one, checking after each one to see if the HUD loads on your site to identify the incompatible plugin. If you identify an incompatible plugin, please let us know the details at support@chartbeat.com.

It's worth creating a new Chrome profile as well to see if another aspect of your browser settings is conflicting with the HUD. You can add a new Chrome profile by selecting the Profiles menu, then Add Profile...

Still experiencing an issue? Let us know and we'll take a look.