Table of Contents
Pro feature. Session recording is part of Opti-Behavior Pro. Start the 6-month free trial to unlock it.
| Problem | Likely cause | Fix |
|---|---|---|
| No new recordings | Recording disabled, no consent, licence inactive | Check Settings → Session Recordings, the consent banner and License & Quota. |
| No recordings after a plugin update | Page cache or CDN serves an old recorder script | Clear the cache; since 1.9.2 script URLs change with each update. |
| Blank replay | Visit started in a background tab (before 1.9.2) | Update to 1.9.2+; new visits are fixed. |
| Replay looks wrong | Site CSS or images changed since the visit | Normal: the replay uses current files. |
| Recordings stop mid-month | Quota of your plan reached | See License & Quota; a notice tells you when the quota is exceeded. |
| Many visits without replay | Consent refused, very short visits, filters | Check replay coverage in the snapshot. |
Still stuck? #
Turn on debug logging, reproduce, and contact support with the log.
Quick test #
- Open your site in a private window and accept the consent banner.
- Browse two pages for 30 seconds, click a few links.
- Wait a few minutes and open Recordings with the Not watched filter: your visit is at the top.
More questions #
Recordings stopped after changing the privacy mode. #
In Full Tracking, recording waits for consent; accept the banner when testing.
Replays fail to load for old recordings after renewing. #
Check License & Quota: replays need an active licence.
Recordings are very large. #
Raise the mouse sample rate (50–100 ms) and turn off canvas recording if you do not need it.
Expected result #
New visits produce playable recordings.
