Missing replays

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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 event, account, or Product Area, clear the relevant filters to expand the table results.

Consider visitor eligibility

Ensure the visitors or accounts you’re looking for are included in the segment that’s configured for Replay on the Replay Settings page. (Available to Pendo Admins only.) 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 enabled for the associated app.
  • The visitor's interactions with the app or event occurred prior to the last 30 days, so the associated replay has expired.
  • The visitor only interacted with Track Events, rather than Pages, Features, or guides. (Track Events aren't captured in replays.)

Ensure you're on the latest agent version

To capture replays, your app needs to be running on agent version 2.214.0 or above. To verify your app's agent version or to update to the latest version, an Admin can navigate to Settings > Subscription Settings, select the relevant app from the list, select the Agent Settings tab, and then view the version number in the Production Environment section.


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

If you don't have CNAME configured, use data.pendo.io.

If you do have CNAME configured, use the "data" part of your CNAME, such as data.pendo.example.com.

This entry allows for event communication.
worker-src blob:

This entry allows the Pendo agent 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. For visitors on the Exclude List, their interactions are still captured in replays, but they're filtered from view in the Pendo UI. For visitors with the Do Not Process setting enabled, no replays are captured.

If you'd like to see replays for visitors who are on the Exclude List or have Do Not Process enabled, you'll need to update these settings accordingly. Any Pendo 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 the Visitor Details and Account Details pages.

Configure CNAME

Ad blockers can cause replays to not capture. If this is a concern, consider setting up CNAME for Pendo Engage. This should alleviate any ad blockers from preventing replay capture.

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