Troubleshooting for Recordings

Here are few questions/concern regarding visitor recordings.

Why few parts of my pages appear blank, or missing content?

TruConversion capture the page DOM and attach event listeners to DOM elements. TruConversion is unable to capture and track certain content types embedded in the DOM. Other DOM elements block TruConversion from accessing them.

Certain elements will render, but we may be unable to replicate user interaction:

  • Video elements: Video player state is not exist in the DOM so TruConversion cannot replicate user interaction inside video player controls.
Following Elements that block both content and behavior capture:
  • Iframes elements: TruConversion cannot track iframe content due to Potential security threats associated with iframes. Third-party tools that are embedded inside iframes that we cannot support include:
    • Google Maps
    • Chatbots
    • Third-party forms providers
  • Shadow DOM elements: TruConversion is currently unable to track Shadow DOM elements. This includes both open Shadow roots and closed Shadow roots.
  • Canvas elements: Canvas are used for drawing graphics, including games and many graphical tools. This includes 3D graphics created with WebGL. Canvas content is not exposed to the DOM, meaning TruConversion cannot access it. Commonly, we see this associated with 3D/2D drawing tools and games.

Fonts/icon-fonts appearing as boxes or not loading at all? 

If web fonts on your site aren’t appearing in user recordings, this usually means that they are only allowed to load from your domain. Since sessions are played back on the domain, you may see errors in the console such as:

Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at This can be fixed by moving the resource to the same domain or enabling CORS.

Solution: To fix this, you will need to enable CORS (cross-origin resource sharing).

To enable CORS on the Apache server, you need to add the following snippet either in the .htaccess file of your site root folder or server configuration file.

<FilesMatch “\.(eot|otf|ttf|woff|woff2)$”>  Header set Access-Control-Allow-Origin “*” </FilesMatch>

To enable CORS on the Nginx server, you need to add the following snippet in the server block.

location ~* \.(eot|otf|ttf|woff|woff2)$ { add_header Access-Control-Allow-Origin *; }

Adverts, chat widgets, or other third-party content are not appearing in Recordings? 

Ads, chat widgets, and many other third-party software installed on your site are loaded as iframes. Due to technology limitation iframe does not allow inside tracking. This means we are unable to track iframe content on your site.

Why can’t I see all of my Recordings? 

Plesae check there may be a date filter applied. If you see a 0 followed by a number, such as 0/100, this means you have 100 Recordings total, and none are showing on the list.

Solution: Choose Custom date range in order to see more of your Recordings.

How do I stop personal information from appearing in my Recordings? 

By default, TruConversion records/show all keystroke data on input but if you need to suppress personal information contained in your page input fields. This article will be helpful.

By enabling the ‘Data Obfuscation’ settings TruConversion will replace random character instead of actual keystroke input on all text-area fields. On recording replay obfuscated text will be shown.

However for EU data subjects / visitors, regardless of this setting, all input data will be obfuscated.

Why won’t my Recording load when I try to watch it? 

When the playback recording do not load or appear as blank screen, it’s possible that TruCovnersion encountered an error when attempting to render certain code changes in the user’s session.

This issue can be caused by a bug, this is best to Contact support through chat widget so our team can take a closer look.

Can I track users on pages that are behind a login? 

TruConversion can track visiotr behind a login. User data and the page state information is sent directly to us from the client, so TruConversion doesn’t need to access the page directly. TruConversion servers do need access to your site assets (CSS, images, fonts) in order to render the recordings properly.

There may be few technical obstacles that you face to achieve this, depending on how your servers are configured, but most likely tracking users behind a login will work. This applies to Heatmaps as well.

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