Zenovay Help Center

Pro Plan

Solve common session replay and heatmap issues with this troubleshooting guide.

No Recordings Appearing

Check Recording Status

First, verify recording is enabled:

Go to your domain dashboard → Sessions tab
Confirm "Enable Recording" is on
Check for any error messages

Verify Tracking Script

Ensure the script is installed:

View page source
Search for "zenovay"
Verify script loads without errors

Check Console for Errors

Open browser console:

Right-click → Inspect
Go to Console tab
Look for Zenovay errors

Common errors:

Error	Solution
Script not found	Reinstall tracking code
CORS error	Check domain configuration
Blocked by CSP	Update Content Security Policy
Network error	Check internet/firewall

Plan Limits

Verify your plan includes session replay (Pro plan or higher) and that recordings are within the retention period:

Plan	Retention
Pro	60 days
Scale	120 days
Enterprise	180 days

If using consent:

Verify consent is being given
Check consent integration
Test with consent granted

Recordings Not Playing

Loading Issues

If playback won't start:

Refresh the page
- Clear cache if needed
Check internet connection
- Try different network
Try different browser
- Chrome recommended
Disable extensions
- Ad blockers may interfere

Playback Errors

If you see error messages:

Error	Solution
"Failed to load"	Session may be corrupted
"Session expired"	Beyond retention period
"Access denied"	Check permissions
"Invalid session"	Contact support

Browser Requirements

Ensure browser supports:

WebGL
Modern JavaScript
Sufficient memory

Visual Glitches

Missing Content

If elements appear blank:

Cause	Solution
Privacy masking	Check mask settings
Dynamic content	May load differently
Third-party content	Cannot capture cross-origin
Lazy loading	May not capture before load

Incorrect Styling

If styling looks wrong:

Font substitution
- Custom fonts may not load
- Fallback fonts used
CSS differences
- Some dynamic CSS may differ
- Check for CSS-in-JS issues
Responsive issues
- Viewport may differ
- Breakpoint differences

Missing Images

Images may not appear if:

Served from different domain
Protected by authentication
No longer available

Layout Shifts

If layout doesn't match:

Dynamic content changes
A/B test variants
Time-based content

Heatmap Issues

Empty Heatmap

If heatmap shows no data:

Check session count
- Need sufficient data
- View in correct date range
Verify page URL
- Exact match required
- Check for query parameters
Check device filter
- Mobile/desktop selected?
- Matches traffic type?

Inaccurate Click Data

If clicks seem off:

Issue	Cause
Clicks on wrong elements	Viewport differences
Clustered incorrectly	Responsive layout changes
Missing clicks	Sampling or limits

Scroll Data Missing

If scroll heatmap empty:

Verify scroll events captured
Check page length
Confirm JavaScript running

Performance Issues

Slow Playback

If playback is choppy:

Reduce playback speed
- Try 0.5x or 1x
Close other tabs
- Free up memory
Check network speed
- Buffering may occur
Try a different browser
- Chrome often fastest

High Resource Usage

If consuming too much CPU/memory:

Skip to relevant sections
- Don't play entire session
Close event panel
- Reduces rendering
Disable animations
- In settings if available

Site Performance Impact

If recording affects your site:

Check script version
- Update to latest
Reduce recording scope
- Exclude heavy pages
- Limit to key pages
Monitor metrics
- Check Core Web Vitals
- Compare with recording off

Data Accuracy Issues

Session Count Mismatch

If counts don't match analytics:

Reason	Explanation
Sampling	May sample on high traffic
Consent	Not all users consented
Ad blockers	Block recording script
Page types	Some pages excluded

Duration Differences

If duration seems wrong:

Idle time may be skipped
Tab switching affects timing
Background tabs may pause

Click Count Variance

Click counts may differ from analytics:

Heatmaps may sample
Different click definitions
Viewport/element matching

Configuration Issues

Masking Too Aggressive

If too much is masked:

Review mask selectors
Test with less restrictive rules
Use specific selectors

Masking Not Working

If sensitive data visible:

Check selector syntax
- Test in browser console
Verify configuration loaded
- Before page renders
Use data attributes
- More reliable than CSS classes

Excluded Pages Recording

If excluded pages appear:

Check URL pattern
Verify wildcards correct
Test pattern matching

Integration Issues

If not integrating properly:

Check timing
- Consent before recording
Verify events
- Consent signals firing
Test manually
- Grant consent, check recording

Single Page Apps

SPA-specific issues:

Issue	Solution
Page changes not captured	Ensure SPA mode enabled
Duplicate sessions	Check session handling
Missing navigation	Verify route change tracking

Third-Party Scripts

Conflicts with other tools:

Check for script conflicts
Verify load order
Test in isolation

Data Recovery

Lost Sessions

Unfortunately:

Deleted sessions cannot be recovered
Expired sessions are permanently removed
Export before retention ends

Corrupted Sessions

If sessions appear corrupted:

May be partial upload
Network interruption during capture
Contact support with session ID

Getting Help

Information to Provide

When contacting support:

Session ID (if specific session)
Page URL affected
Browser and version
Error messages
Steps to reproduce
Screenshots/recordings

Support Channels

In-app chat
support@zenovay.com
Help center tickets

Debug Mode

Enable debug logging by adding data-debug to your script tag:

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

Check console for detailed logs.

Preventive Measures

Regular Testing

Test recording periodically:

After site updates
After tracking changes
After consent updates

Monitoring

Set up alerts for:

Recording count drops
Error rate increases
Performance changes

Documentation

Keep records of:

Configuration changes
Exclusion rules
Known issues

Troubleshooting Recordings