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Hotjar Heatmap Screenshot Wrong or Cut Off

Workaround available Web Updated October 21, 2026

Quick answer

Heatmap screenshots can be outdated, cut off, or missing pop-ups because Hotjar builds them from a recorded session's HTML. Use Update screenshot (Refresh or Take new) and avoid custom scroll containers.

Most likely fix: Update the screenshot.

Symptoms

The heatmap background shows an old page design, is white or black, cuts off part of the page, or clicks land on the wrong element.

Why it happens

  • Screenshot taken from an older session in the date range
  • Content loads on scroll, hover or click, or unloads when scrolled past
  • Page taller than 15,000 px is cropped
  • Page scrolls in a custom container or uses scroll-lock
  • Dynamic element IDs make clicks map to the wrong element
  • Iframes render as black boxes

How to fix it

Try these in order — the most common fix is first.

  1. 1. Update the screenshot

    1. Open the heatmap and choose Update screenshot
    2. Use Refresh to grab the latest recording, or Take new to pick the exact moment in a recording

  2. 2. Fix click mapping on dynamic IDs

    1. Add the data-hj-ignore-attributes attribute to elements whose IDs change

  3. 3. Make the page capturable

    1. Let the page scroll on the document element instead of a custom container
    2. Avoid unloading content once it is scrolled past

This guide also covers

  • hotjar heatmap screenshot wrong
  • hotjar heatmap screenshot cut off
  • update hotjar heatmap screenshot

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