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Troubleshoot: Session Replays Are Broken or Missing

How to fix session replays that look broken, show missing styles, or weren't recorded at all.

Written by Jon

Replays look broken

Did your CSS change? Userback doesn't store full copies of your stylesheets, images, or videos. It loads them from your site when you play a replay. If those files have changed or moved since the session was recorded, the replay can look broken. Keep old CSS files available for at least a few months so replays stay accurate while you're still reviewing feedback.

Is your site blocking Userback?

  • Content Security Policy (CSP) error: add https://events.userback.io to your CSP allowlist.

  • CORS error when loading styles: update your server's CORS settings so app.userback.io can load your stylesheets.

Does the page use unsupported elements? Replays don't record iframes, video, audio, canvas, WebGL, or 3D canvas content. These areas show as blank.

Replays are missing

Work through these in order.

  1. Is recording turned on? For full recordings, go to Replays > Settings > Domains and check the domain's toggle is on. For replays attached to feedback, check session replay is on under Tracking in Feedback > Settings > Widget > Design > More.
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  2. Is the domain right? The domain in Settings must match the address where Userback is installed, and should show Verified.
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  3. Is the session still running? Sessions marked LIVE or ONLINE appear once the user leaves, logs out, or has been inactive for 30 minutes.
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  4. Is the page too large? Replays only record pages where the DOM is under 5 MB.
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  5. Is replay on your plan? See Manage Your Subscription and Billing.
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  6. Are there errors in the browser console? Look for Userback errors, including CSP or CORS messages, and fix them as described above.

Still stuck?

Contact support with the site name, the page URL, and roughly when the session happened.

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