Live in the X3 App flickers or the page is grey

Area: X3 App · Updated: 3 Nov 2026 · Auf Deutsch · All articles

Symptoms

  • In the X3 App (iPhone, iPad) under Live the page tile is mostly grey; sometimes single areas appear, then it suddenly turns grey again.
  • It flickers mostly when visitors on phones and on computers are on the same page or visitors come and go.
  • In the dashboard in the browser the live view does not flicker, but sections are missing from the page image there too.

Cause

  • The app chose the page image by the device most visitors use. When a visitor came or left, it switched between the phone and the computer image and loaded the page again each time; the grey placeholder showed in between. With many pages the image also moved between tiles when their order changed.
  • The page image often comes from the first frame of a recorded visit. Sections the website fades in on scroll were still invisible there (see „Page image shows empty areas“).
  • Since 3 Nov 2026 a tile keeps its image, a newer image loads invisibly behind it and replaces it only once it is ready; the placeholder only shows before the first image. Faded-in sections are visible.

How to fix it

1. Restart the app so the update applies

  • In the dashboard: X3 App › close it completely (swipe up in the app switcher) › open it again
  • With Claude (MCP): No MCP tool (the app loads updates itself when it starts; Claude and the dashboard cannot restart the app)
  • From the X3 App update of 3 Nov 2026

After the second start the new version runs. If that does not help: App Store › X3 Growth Intelligence › Update.

2. Check the page image of the page

  • In the dashboard: Growth Intelligence › Settings › Recordings & heatmaps › Page snapshots
  • With Claude (MCP): behavior_snapshots_list {"project":"my-shop","page":"/pricing"}

3. Capture the page again when sections are missing

  • In the dashboard: Growth Intelligence › Settings › Recordings & heatmaps › Page snapshots › Recapture
  • With Claude (MCP): behavior_snapshot_recapture {"project":"my-shop","page":"/pricing"}

A page image from this capture takes precedence over the first frame of a visit.

How to tell it worked

  • Under Live the page tile stays while visitors come and go; only the areas and pointers move.
  • The tile shows the page with every section instead of a grey area.