Session Replay Issues

Fix issues when session recordings aren't being captured or won't play back correctly.

Sessions Not Recording

Check Feature Enabled

1. Go to Settings → Session Replay
2. Verify Enable Session Recording is ON
3. Check your plan includes session replay (Pro+)

Sample Rate Setting

Sessions may be sampled:

1. Check Recording Sample Rate
2. 100% = all sessions
3. Lower values = fewer recordings

Page Coverage

Ensure script is on all pages:

• Homepage: ✓
• Product pages: ✓
• Checkout: Check if excluded

Privacy Mode Conflict

Privacy mode (enabled in dashboard Settings → Privacy) disables session recordings. If you need session replay, ensure privacy mode is turned OFF for the website in the dashboard settings.

No Sessions Appearing

Wait for Processing

New sessions take 1-5 minutes to appear:

1. Record a test session
2. End the session (close tab)
3. Wait 5 minutes
4. Refresh the sessions list

Check Filters

Remove filters that might hide sessions:

1. Clear all filters
2. Set date range to "Today"
3. Check if sessions appear

Minimum Session Length

Very short sessions may not be recorded:

• Sessions < 3 seconds: Not recorded
• Sessions with no interaction: May be skipped

Playback Issues

Session Won't Play

Blank screen:

• Session still processing
• Wait and retry

Loading forever:

• Large session, slow connection
• Try a shorter session first

Error message:

• Session data corrupted
• Try different session

Video Quality Poor

Reduce network load:

1. Lower playback speed
2. Skip to important parts
3. Check your connection

Actions Not Visible

Some elements may not record:

• Canvas/WebGL content
• Video players
• Certain iframes
• Password fields (masked by default)

Missing Page Content

Styles Not Loading

Session replays fetch original CSS. If styles changed:

• Replay shows current styles
• Layout may differ from recording time
• This is expected behavior

Images Not Showing

Images from external sources may:

• Be blocked by CORS
• Have expired
• Been deleted

Dynamic Content Different

JavaScript-rendered content:

• Replays capture DOM state
• Some dynamic content may differ
• Interactive elements frozen

Performance During Playback

Playback Laggy

Try:

1. Pause and let it buffer
2. Reduce playback speed
3. Skip idle time

Browser Crashing

Large sessions may cause issues:

1. Try incognito mode
2. Close other tabs
3. Use Chrome (best performance)

Recording Quality Issues

Clicks Not Showing

Ensure click tracking is enabled in the dashboard:

1. Go to Settings → Session Replay
2. Verify Record Clicks is ON
3. Save changes

Scrolling Not Smooth

Normal - scrolling is recorded at intervals, not continuously.

Form Input Not Visible

By default, input is masked:

• Text fields show dots
• This is privacy protection
• Can enable text capture (with consent)

Privacy Blocking

Elements Not Recording

Check for privacy attributes:

<!-- This element won't be recorded -->
<div data-zenovay-ignore>
  Sensitive content
</div>

Entire Pages Excluded

Check page exclusion settings:

1. Go to Settings → Session Replay
2. Check Excluded Pages
3. Remove unintended exclusions

User Opted Out

If user has opted out:

• Their sessions won't record
• Respecting Do Not Track
• GPC signal active

Storage and Limits

Sessions Not Saving

Check storage usage:

1. Go to Settings → Usage
2. Check Session Storage
3. Upgrade if at limit

Old Sessions Disappeared

Session replay data has its own retention period, separate from analytics data retention:

Plan	Session Replay Retention
Pro	60 days
Scale	120 days
Enterprise	180 days

Third-Party Content

Iframes Not Recording

Cross-origin iframes:

• Cannot be recorded
• Show placeholder
• External content protected

Third-Party Widgets

Chat widgets, forms, etc.:

• May not record fully
• Depends on implementation
• Some show placeholder

Mobile Session Issues

Mobile Sessions Not Recording

Mobile recording is supported but:

• May have lower sample rate
• Touch events recorded
• Some gestures may not show

App WebView Issues

WebViews may have:

• Different JavaScript environment
• Modified DOM
• Recording limitations

Debugging Recording

Test Recording

1. Open your site
2. Open console (F12)
3. Check that the tracker is loaded:

console.log('Zenovay loaded:', typeof window.zenovay === 'function');

Note: There is no public method to check recording status. Recording is controlled from dashboard settings.

Enable Debug Mode

Add data-debug="true" to enable console logging:

<script
  data-tracking-code="YOUR_TRACKING_CODE"
  data-debug="true"
  src="https://api.zenovay.com/z.js">
</script>

Check the browser console for recording-related log messages. Session recording itself is controlled from dashboard Settings → Session Replay.

Common Solutions

Not Recording At All

1. Verify Pro+ plan
2. Enable session recording in Settings → Session Replay
3. Set sample rate to 100%
4. Ensure privacy mode is OFF in Settings → Privacy
5. Clear cache, refresh

Playback Issues

1. Wait for processing
2. Try different browser
3. Check for errors
4. Try shorter session

Quality Issues

1. Accept some limitations
2. Focus on key interactions
3. Use with heatmaps for full picture

Contacting Support

Provide:

1. Session ID (if available)
2. Browser and version
3. Recording or playback issue
4. Sample rate setting
5. Console errors

Next Steps

• Session Replay Overview
• Session Privacy
• Heatmap Issues