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Troubleshoot a recording
Work through the common reasons a replay, page observation or connection is missing.
In this guide 5 sections
- Confirm recording is enabled and your sample rate is suitable. Clear page caches after changes.
- Use a signed-out private window on an included page. Administrators and other signed-in users are excluded.
- Grant consent. Check whether Do Not Track or Global Privacy Control is active; these choices are respected.
- Open the test link from Settings & privacy and read its local status. Look for storage-budget, asset-loading or authorisation errors.
- Confirm the test panel reports an upload. Back in WordPress, clear date/path/device filters and refresh the list.
Keep text masking and private-region exclusions enabled. Use fit-width or fit-window, then adjust zoom. Approved public images can restore product context; everything outside the approved selection remains excluded.
Replay does not fetch missing external fonts, background images, video or embedded frames. Dynamic builders, animations and browser-specific styles can still differ. Reproduce the specific page state with synthetic content and include your theme, browser, viewport and reproduction steps in a support brief.
Confirm WooCommerce and both ClickClue packages are active. Test the relevant classic or Blocks checkout with synthetic data and a gateway in test mode.
A form submit does not confirm payment. Server-confirmed markers need a consenting, linked recording and a paid event. Redirects, browser privacy choices, missing linkage or third-party extensions can affect coverage.
- Email: verify WP-Cron and WordPress mail delivery, the recipient and the threshold. Check the reported transport status.
- AI: confirm opt-in, a valid key, model access and available API budget. Check whether the daily request cap was reached.
- Agency: use the final HTTPS address, a dedicated reviewer and a valid application password. Check security rules and certificate validity.
- Deletion: use Retry deletion and check database health. Do not treat stopped capture as a confirmed deletion.
Write down the expected behaviour, actual result, versions, page, theme, relevant extensions, reproduction steps and the exact non-sensitive error. A recording ID can be useful inside an authorised support exchange.
Do not send API keys, passwords, full recordings, payment information or real customer details. Use synthetic data and review any exported brief before sharing.