Why is data capture blocked on my site?

When Fullstory is deployed on your site, it's possible that your script is deployed successfully, but that data capture is being blocked by Fullstory's servers. When this happens, you'll get a numeric reason_code as to why it was blocked.

To test this, load the page in question with Chrome's Network developer tools open. If you search for fullstory, you should see a request to page. If data capture is successful, you'll get an HTTP status code of 200 in return. If data capture is blocked, you'll get a 202 status code in return. Click on the name of the request and then choose the Response tab to see the reason_code.

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Here are the reasons the script may be blocked:

reason_code Reason Additional details
-1 Unspecified  
1 Account does not exist Install the script again to make sure you have the correct org. You can find the script specific to your Fullstory account on the Settings > Data Capture and Privacy > Fullstory Setup page. 
2 Account disabled

There are two reasons you would see this:

 

1. You are attempting to deploy Fullstory in your mobile app but have not yet upgraded to a paid plan that includes Fullstory for Mobile Apps.

 

2. Your Fullstory account has been disabled. If this is the case, please reach out to our Support team to learn more.

3 Over quota

You've exceeded your session quota.

 

More information: What happens if I hit my quota before the end of the billing cycle?

4 Domain Filter

You've blocked this particular domain within your Fullstory data capture settings. If you believe your data capture settings are correct, you'll want to double check the following:

 

1. The domain is entered exactly as it appears in your web browser's address bar (e.g. with or without the leading "www"). 

 

2. The ordering of your domain capture rules since they are evaluated in order. So if multiple rules match the domain you're interested in, the first rule that matches will win out.

 

More information: Can I disable data capture for a specific domain? 

5 IP Filter

You've blocked this particular IP address.

 

More information: Can I block unwanted sessions by IP address or User-Agent or bot?

6 User Agent

You've blocked this particular User Agent.

 

More information: Can I block unwanted sessions by IP address or User-Agent or bot?

7 Geography

You've blocked this particular geolocation.

 

More information: Can I block or allow session based on geography? 

8 Traffic Ramping If you have a large quota, we gradually ramp up your traffic level as you get started. Contact us is you believe this is affecting you.
9 Invalid URL Reach out to our Support team with the steps you took on your website in order to see this reason code returned (e.g. specific URL visited) so that we can identify what is causing an invalid URL error. 
10 Opt Out Cookie The user has globally opted out from having their data captured.
11 Invalid Data Capture Script The data capture script on your site is outdated. Re-install the data capture script from your account settings page.
12  User actively being deleted

You've deleted this user from Fullstory, and Fullstory will block data capture while the user is being deleted.

 

More information: How do I delete a user?

 


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