help, i cannot find a user's sessions
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i no longer see a particularly active user in the session playlist or anywhere else
we have not changed anything about our setup recently
i reviewed https://help.fullstory.com/hc/en-us/articles/360036645174-Why-can-t-I-locate-a-user-s-session-in-FullStory- and none of those 5 reasons seem to apply. in the case of #5, i don’t think that the user is blocking us, because i use another analytics solution and i can see the user active there.
according to pendo, this user was active earlier today but i see no sessions in FS
and, all her previous sessions have disappeared from FS even though we are not outside our session retention period.
i am stumped. any ideas?
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Hi @uribudnik-TD! Thank you so much for reaching out!
Depending on how you’re searching for this user, whether it’s by email address, name, or any other user property that can be changed, it's likely they got re-identified and so your search isn't producing results even though those sessions still exist. I’ve created a support ticket on your behalf, where our team will work with you to take a deeper look into why you’re not able to see this user. They’ll likely be looking for more information about the users sessions to get to the bottom of it. 😊
Please don’t hesitate to reach out should you have any further questions!
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