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Troubleshooting FAQs: Funnels, Websites & Webinars

Taylor Smith
Updated

This article covers troubleshooting steps for common issues you may run into while working with funnels, websites, and webinars in Captivation Hub. Topics include tracking codes, custom fields, images, rendering problems, and more.

1. Head Tracking Code is Not Part of <head> Tag

Issue

Head and body tracking codes are injected on the client side (in the browser), so they won't appear inside the <head> tag when you view the page source. What you see in the source is the initial HTML used to render the page — Captivation Hub dynamically injects tracking codes on the client side, so they won't be present in the static source view.

Custom tracking solutions such as Google Tag Manager (GTM) still function as expected — client-side injection is fully compatible with GTM and similar tools.

Explanation

The page source shows the data used to render the page, not the dynamically injected tracking codes.

Troubleshooting Steps

Refer to the video explanation available in your support resources for details on how Captivation Hub injects head and body tracking codes.

2. Updated Custom Fields Do Not Render in Preview/Site

Issue

Custom field values don't show up on the site when updated via backend processes like automations or workflows.

Explanation

Custom fields are stored in the contact database, but the site fetches field data from local storage or cookies to render it on the next page. Here's what that means in practice:

  • When a contact completes a form, survey, or order form, the entered values are saved to local storage.
  • If custom field values (such as scores or estimated costs) are updated by automations, workflows, or other backend processes, those updates are not stored in local storage.
  • Because the front-end relies on locally stored data, backend-updated fields won't render on funnel pages.
  • This behavior is intentional — it ensures faster page rendering and accurate personalization for data submitted directly by users.

Troubleshooting Steps

  1. Confirm whether the affected custom fields are being populated through a form/survey or through backend automation.
  2. If they're updated via backend, they will not appear on the funnel page — no local storage entry exists for them.
  3. To make these fields render, either:
    • Add the fields to a form or survey so user input triggers local storage, or
    • Use a custom script to push backend-updated field values into local storage before the page renders.

⚠️ Note: Only custom fields updated through direct user input (form or survey submissions) are saved to local storage and rendered on funnel pages. Fields updated through backend automation will not appear on the site.

3. Blurry or Slow-Loading Images

Issue

Some images appear blurry or take a long time to load.

Explanation

Image optimization speeds up page load but applies a universal quality setting. Aggressive optimization can reduce image clarity.

Troubleshooting Steps

  • Disable image optimization for specific images in the builder.
  • For background images, disable optimization in the funnel settings.
  • Upload higher-resolution source images to maintain acceptable quality after optimization is applied.

4. Custom Values Breaking or Not Rendering in Preview

Issue

Custom values don't render correctly in the funnel.

Possible Causes & Fixes

Hyperlink Issue: Check if a custom value inside a text element has been turned into a hyperlink. Remove any hyperlinks from affected elements — they break rendering.

AI-Generated Content Formatting: Content generated by AI tools may contain special characters (such as ) that break the funnel page. Update the prompt to return HTML-formatted content instead, or use a "text formatter" workflow action to replace with <br/>.

5. Identifying the Funnel, Page, or Location of a Live Site

Steps to Identify

  1. Open the Network tab in your browser developer tools.
  2. Clear the console and enable the XHR filter.
  3. Reload the page.
  4. Check the event call in the network logs.
  5. Open the Payload section to find the details you need.

6. Site Not Rendering Correctly (Alignment Issues, Refresh Loops, etc.)

Issue

The site displays with misaligned elements or continuously refreshes.

Troubleshooting Steps

  1. Remove all custom code in code elements, head/footer tracking code, and custom CSS.
  2. To locate custom code elements:
    • Open the builder and inspect the page preview.
    • Use Ctrl + F (Windows) or Cmd + F (Mac) and search for c-custom-code.
    • If found, remove those elements and check whether the issue persists.
  3. Check for these specific issues:
    • Ensure no sections, columns, or elements have the sticky option enabled — sticky CSS only works correctly in preview mode.
    • Remove any expired timer elements, as they can cause display problems.
    • Open the browser console and review any errors. If a hydration error appears, submit a support ticket.

7. Page Speed Score or Speed is Too Slow

Issue

The page loads slowly or speed analysis tools return low performance scores.

Recommended Tools

Troubleshooting & Optimization Steps

  • Check for external scripts or CSS loading through tracking code or custom code elements.
  • Review the overall length and content density of the page.
  • Optimize images using Captivation Hub's Image Optimization toggle, or manually compress them before uploading. Images loading above the fold should ideally be under 200KB for good LCP scores on mobile.
  • Enable Optimize JavaScript to delay loading of non-essential JS and tracking codes — this reduces Total Blocking Time (TBT).
  • Look for custom code elements injecting third-party widgets or heavy JavaScript.
  • Move heavy elements (forms, calendars, review widgets, maps, etc.) below the fold.

Benchmark

A well-optimized Captivation Hub page typically scores above 80 on mobile and above 95 on desktop, even with tracking codes and high-resolution images present.

8. Security Headers Blocking Site Assets

Issue

Pages or funnel steps fail to load scripts, images, or styles when restrictive or misconfigured security headers are set in the Security tab under Funnels > Settings > Security.

Common Causes

  • Misconfigured or overly restrictive Content-Security-Policy values.
  • Line breaks or invalid characters in a header value.
  • Directives that block assets from Captivation Hub's CDN or third-party integrations.
  • Incorrect URL configuration after editing the headers.

Troubleshooting Steps

  1. Go to Funnels > Settings > Security tab.
  2. Review any custom headers (e.g., Content-Security-Policy, Strict-Transport-Security, X-Content-Type-Options, X-Frame-Options).
  3. Temporarily remove or clear all custom headers and reload the page.
  4. If the page loads correctly, one of the header configurations is the cause.
  5. Ensure there are no line breaks in any header value — each must be a single continuous line.
  6. Avoid using restrictive or unsupported rules unless you fully understand their effect.

Example of valid format:
default-src 'self'; img-src *; script-src 'self' https://example.com;

If the page continues to fail, try assigning a different URL path temporarily. After making adjustments, clear your cache or test in Incognito Mode to confirm the fix.

Benchmark

A correctly configured page with valid security headers should load all Captivation Hub assets without blocking and show no "Refused to load" or "Blocked by CSP" errors in the browser console.

Validation Tip

Use CSP Evaluator by Google to verify that your Content-Security-Policy is valid and secure.

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