RECORDING GUIDE

Missing or incomplete recordings?
Check the collection path.

Start with whether the recorder loaded, then whether uploads arrived, and finally whether the replay has the assets and events it needs.

No sessions appear

Confirm the selected website and filters. Check that the installation uses the correct site ID and origin, and that the site has capture enabled and remaining allowance. Test logged out of WordPress if administrators are excluded. The Getting started checklist distinguishes a registered site from an actual upload and captured snapshot.

A session is empty or partial

Very short visits can end before the first snapshot is uploaded. A missing batch may be delayed while a visitor is active; persistent gaps need investigation. Check Capture health for upload failures and pending batches, then repeat a visit under a stable connection.

Images or icons are missing

Replay reconstructs captured page state. An image or icon font can be unavailable because loading failed or the asset could not be archived. An unavailable-assets indicator reports that condition; it does not establish what the visitor’s browser displayed. Compare a new controlled visit with the replay.

Exports fail

Check Downloads for the export status. Retry after verifying the source recording loads. Repeated export failures need operator attention; downloading a replay remains a separate path from creating an MP4.

Still investigating?

Send support the website, approximate visit time, browser, and recording ID. Avoid putting passwords or payment details in screenshots. Contact support or review the installation checklist.

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