Why is recording blocked on my site?

When FullStory is deployed on your site, it's possible that your script is deployed successfully, but that recording 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 recording is successful, you'll get an HTTP status code of 200 in return. If recording 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.

Here are the reasons the script may be blocked:

reason_codeReasonAdditional details
1Account does not existInstall the recording script again to make sure you have the correct org.
2Account disabledThe account has been disabled. Contact us to learn more.
3Over quotaYou've exceeded your session quota. See What happens if I hit my quota before the end of the billing cycle?
4Domain FilterYou've blocked this particular domain. See Can I disable recording for a specific domain?
5IP FilterYou've blocked this particular IP address. See Can I block unwanted sessions by IP address or User-Agent or bot?
6User AgentYou've blocked this particular User Agent. See Can I block unwanted sessions by IP address or User-Agent or bot?
7GeographyYou've blocked this particular geolocation. See Can I block or allow session recordings based on geography?
8Traffic RampingIf 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.
9Invalid URL
10Opt Out CookieThe user has globally opted out from being recorded.
11Invalid Recording ScriptThe recording script on your site is outdated. Re-install the recording script from your account settings page.
12 User actively being deletedYou've deleted this user from FullStory, and FullStory will block recording while the user is being deleted. See How do I delete a user?

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