Knowledge base | mouseflow

Troubleshooting: Empty Recording List or No New Recordings

If there are no recordings listed or you haven't received any new recordings, there may be several reasons for this. First, check the website's recording status:

Recording

If your status is set to "Recording" but you haven't received any new recordings, verify that the tracking code is still installed on your website. When updating a site, sometimes the tracking code is mistakenly forgotten. Even if the tracking code is not present on your site, the status will still say "Recording".

If you can confirm the tracking code is installed but you're still not receiving any new recordings, there may be a delay in the recordings cache. We recommend waiting for a few hours before checking your account again. If it's been more than 24 hours without any new recordings, please contact us.

Another potential cause could be a too aggressive of a Recording Rate. If you're only recording 1/10 visitors (10% of total visitors) then you may need to adjust it to a lower recording rate to capture more traffic.

Not Installed

If the recording status is "Not Installed", please read this article.

Paused

If the recording status is "Paused", please read this article.

Stopped

If the recording status is "Stopped", you can resume tracking sessions by selecting the website you're interested in, going to its Dashboard, and clicking the record (circle) button next to "Status".