Why can't I locate a user's session in FullStory?

Having trouble locating a session within FullStory? This article is here to help identify the most common reasons as to why you are unable to find this session.

Reason #1: You've setup recording settings which have blocked this user's session from ever recording.

To start, let’s navigate to Settings > Recording and Privacy > Recording to see if you have any settings setup that would help explain why this session never recorded. Once there, you’ll want to ask yourself the following questions:

  • Is recording toggled on?
  • Are you currently recording the domain this user visited?
  • Are you recording sessions from this geographical region?
  • Are you blocking this user’s IP address or user agent?

Reason #2: The session you are trying to locate is outside your plan's current data retention period. 

When locating older sessions, it’s always good to double check to see how much Data History your plan currently has by going to Settings > Account Management > Subscription within your FullStory account. 

If your current Data History is set to 1 month but you are trying to locate a session which was recorded 6 months ago, this would explain why you’re unable to see this session. Once this buffer has been reached, these sessions are permanently deleted and non-recoverable.

Reason #3: Your account exceeded its monthly session quota during that time frame. 

Another possibility is that your FullStory account exceeded its monthly session quota during the time this user accessed your website or mobile app. When you exceed your monthly session quota, recording will be paused until the next billing cycle and all Admins on the account will be notified via email.

To help rule this possibility out, try searching for all sessions recorded in FullStory on that specific date. As long as you’re able to see sessions recorded consistently throughout that date, you can rule this possibility out.

Reason #4: FullStory isn't recording on that page/screen. 

Still no luck? As a next step, it’d be good to confirm that FullStory is properly deployed on this page/screen. A quick way to do this is to search for other sessions within FullStory where users visited that specific URL during that time range. 

If you aren’t able to confirm this within FullStory, you’ll want to follow the steps outlined in this help article to verify whether FullStory is properly deployed on that page/screen. 

Reason #5: This user has installed a third-party extension or is using strict browser settings that block recording.

Lastly, if FullStory has never recorded any sessions for a specific user or if you’re able to view some older sessions but no recent ones, it’s always possible that this user has either installed a third party extension (such as Ghostery or uBlock) or has strict browser settings in place which can block recording. The best way to confirm this would be to reach out to the user directly. 

Noticing a good chunk of your users are using a third-party extension to block recording? You might want to check out the FullStory Relay. The FullStory Relay is an open source project that points to your first party domain instead of FullStory's domain, so it should allow you to circumvent script blocking extensions and record these users normally. You can learn more about the FullStory Relay here.

Still have questions? Feel free to reach out to us here with as much information as you have available regarding the missing session, including their IP address, user agent, and specific URL(s) visited. 


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