There are a few common instances you can encounter where replays don’t populate as expected for Session Replay. This article reviews what to do when you’re missing expected replays.
Review your filters
Ensure that your filters are set appropriately, and update them as needed.
If you’re not looking for replays that contain a specific app, event, account, frustration, or duration, clear the relevant filters to expand the table results.
Note: If you don’t see the Replay option in the left-side menu, you might not have permission to view replays. You must be a subscription admin or have the Replay User permission assigned to your role. Contact your subscription admin to confirm your access.
Consider visitor eligibility
Ensure the visitors or accounts you’re looking for are included in the segment that’s configured for Replay in your application settings on the Replay Settings page. We re-evaluate visitor eligibility on each page load and only capture a visitor's interactions if they meet the segment criteria.
If you find no (or fewer than expected) replays when viewing contextual replays in Pendo, such as in funnels or the visitor activity log, several additional reasons could account for this:
- Session Replay isn't activated for the associated app.
- The visitor's interactions occurred more than 30 days ago, or more than 90 days ago if your subscription includes extended retention, so the associated replay has expired.
Ensure you're on the latest version
If you capture replays for an unsupported version, they'll appear blank.
- For web apps, your web SDK must be running on version 2.214.0 or above.
- For mobile apps, your app must be running on SDK version 3.9.0 or above for UIKit, Android View, React Native, MAUI, and Flutter.
You can verify your app's version in Pendo:
- For web apps, go to Settings > Subscription settings, select the relevant app from the list, then select the Web SDK Settings tab. View the version number in the Production Environment section and confirm that it's version 2.214.0 or later.
- For mobile apps, go to Settings > Subscription settings, select the relevant app from the list, then select the App Versions tab. Your app must be running on SDK version 3.8.0 or above for UIKit and on SDK version 3.9.0 or above for View, React Native, MAUI, and Flutter.
Update your CSP configuration
If you have a Content Security Policy (CSP) configuration for Pendo, it’s essential that your configuration includes the two directives below to capture all visitor activity and prevent app degradation due to web worker conflicts.
| Directive | Host | Description |
connect-src |
If you don't have CNAME configured, use If you do have CNAME configured, use the "data" part of your CNAME, such as |
This entry allows for event communication. |
worker-src |
blob: |
This entry allows the Pendo SDK to start a worker thread to compress and send replay capturing data, which minimizes performance impact on your application. |
Check existing privacy settings
Session Replay respects the include and exclude list settings, as well as the Do Not Process setting. Visitors on the exclude list have their interactions still captured in replays, but they're filtered from view in the Pendo UI. Visitors with the Do Not Process setting activated don't have replays captured.
You must update these settings accordingly to view replays for visitors on the exclude list or those with Do Not Process turned on. Any subscription admin can find the exclude list under Settings > Exclude list, while non-admins can access the Do Not Process (GDPR) setting in the Details section of a visitor's or account's details.
Configure CNAME
Ad blockers can prevent replays from being captured. If this is a concern, consider setting up CNAME for Pendo. This should alleviate any ad blockers from preventing replay capture.