FAQ for Session Replay

The “WebVisor” report shows fewer sessions than other reports do

Session Replay can record a set number of sessions each day. The system provides a representative sample by recording a spread of sessions throughout the day.

Sessions that are too short may not be recorded. For example, this can happen if the user closes the tab before Session Replay has a chance to transmit the session recording.

Some visits may not be counted due to network issues, such as a slow connection, or as a result of a program preventing Session Replay from working.

Why are some sessions empty?

A certain percentage of visits to any site may not display any activity. This happens either because nothing actually happened on the page during the session, or because the actions could not be recorded.

Reasons for nothing happening on the page:

  • A web crawler visited your site.
  • Your page was loaded in a tab when a browser restored a user’s previous session.

Reasons for actions not being recorded:

  • The code snippet does not support Session Replay. Enable Session Replay in the tag settings and update the code snippet on your website pages.
  • The user left your page without waiting for it to load.
  • The user was using a browser that does not support recording.
  • The user used a non-standard device to view the page.
  • The user has a slow connection, so the recording wasn’t sent to Yandex Metrica.
  • The user was running programs that might prevent Session Replay from working.
Why can’t I view some sessions?

Some sessions can’t be viewed because the page content is too large. For example, this can happen if your website structure is too complex.

What IP network does the Session Replay report show data for?

The report only includes data for the IPv4 protocol.

Chat with us

Write an email

Select a question to find a solution.

The page content in the recording may be different from the actual content. It’s likely that the CSS on the site frequently changes. In this case, add the content hash to the style file names. This will make the file name change every time you update its contents. For example, style.390b32d4d49d5e7d.css will become style.0c573d460df87d4de5a4.css. This lets Session Replay use the style that the site visitor sees when it records a session.

Do the following:

  • Clear the browser cache.
  • Disable all plugins and browser extensions.
  • Delete the browser cookies.
  • Check the firewall settings. It’s possible that the firewall is blocking the Yandex Metrica tag script. The tag could also be blocked by the Adblock Plus extension.
I followed the recommendations, but the error persists

If you have more questions about Session Replay, submit them in the form below. Provide an example of a session with incorrectly displayed data and specify the full version of your browser.

Useful links

Online training
Previous
Session Replay error descriptions
Next
Click map