Troubleshooting Recordings

Pro Plan

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

No Recordings Appearing

Check Recording Status

First, verify recording is enabled for the website:

Open the website in Domains, then open its settings and go to the Advanced tab
Under the feature toggles, confirm Session Replay is turned on
If you only want recordings around errors, check the Recording Mode (it can be set to "Only Sessions with Errors" or "Record All Sessions")

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 the data volume
- A page needs enough recent traffic before a heatmap is generated
- View it within a time window that actually has visits
Verify the page
- Pick the same page (path) that received the traffic
- Query parameters can split traffic across separate URLs
Check the heatmap type
- The viewer toggles between Click and Scroll heatmaps
- Switch types to confirm you are looking at the one with data

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:

Reduce recording scope
- Add heavy or sensitive pages to Excluded Routes in Settings → Advanced
- Set Recording Mode to "Only Sessions with Errors" so sessions are captured only when something goes wrong
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

Masking is controlled by two toggles on the website's Settings → Advanced tab:

Mask All Input Fields (on by default) replaces what visitors type with placeholders.
Mask Text Content masks visible page text as well.

If too much is hidden, turn off Mask Text Content so regular page copy is captured while input values stay masked.

Masking Not Working

If sensitive data is still visible in a recording:

Confirm the masking toggles are on in Settings → Advanced. Mask All Input Fields should be enabled.
Re-record after saving. Masking applies to new recordings, so existing recordings keep the masking that was in effect when they were captured.
Keep sensitive pages out of replay entirely. Add them to Excluded Routes (see below) if they should never be recorded.

Excluded Pages Recording

Pages you do not want recorded are listed under Excluded Routes in Settings → Advanced (one path per line). If an excluded page still appears:

Check that the path matches the page's URL path
Confirm you saved the change
Remember that exclusions apply to new recordings, not ones already captured

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

The tracking script handles SPA route changes automatically (it listens for History API navigation), so no extra setting is required. If a single-page app still misbehaves:

Issue	What to check
Page changes not captured	Confirm the script loads once on initial render and is not re-injected on every route change
Duplicate sessions	Make sure the script tag is included only once in your app shell
Missing navigation	Verify your router uses the standard History API (pushState) so route changes can be detected

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
[email protected]
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