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Troubleshoot Session Replay
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Use the replay's error message and the Ingestion Monitor to diagnose missing or incomplete recordings. The monitor shows request statuses over time; the sections here explain common playback symptoms and fixes.
Session Replay processing errors
Browser replays generally appear within minutes of ingestion. Delays or errors can result from these causes:
| Possible cause | What happens |
|---|---|
| Mismatched API keys or device IDs | Session Replay and standard event instrumentation use different API keys or device IDs. |
| Wrong project | Session Replay references the wrong project. |
| Short sessions | If a user leaves within a few seconds of initialization, the SDK may not have time to upload replay data. |
| Page instrumentation | If Session Replay doesn't run on every page a user visits, the session may not capture properly. |
| Retention period | The replay is older than the configured retention period. |
For browser-specific capture and identity diagnostics, follow the browser plugin troubleshooting guide or standalone browser SDK troubleshooting guide, depending on your implementation.
CSS styling doesn't appear in a replay
For browser replays with missing or incorrect CSS, follow the styling diagnostics for the browser plugin or standalone browser SDK.
Parts of this session weren't captured
Missing portions may appear as inactive periods because Amplitude didn't capture user interaction during that period. The issue can also affect the entire replay.
| Possible cause | What happens |
|---|---|
| User closes the browser | Amplitude captures and uploads while the user uses your product. Leaving the app or closing the browser before an upload completes can leave portions unavailable for playback. |
| Network issues | Network degradation on the user's site or app can prevent replay data from uploading. |
| Request throttling | A traffic spike during a holiday, special event, or other peak period can cause Amplitude to throttle uploads to maintain system performance. |
To investigate:
- Check the Ingestion Monitor for a spike in
429throttling errors. Follow Short or incomplete replays if you find throttling. - Leave thumbs-down feedback in the replay if the recording doesn't meet expectations.
- Contact Amplitude Support if network failures recur or you suspect missing replay data.
If you expect high traffic from a campaign or event, contact Amplitude Support for a temporary change to the throttle threshold.
Short or incomplete replays
For replays shorter than 10 seconds or recordings that appear incomplete, check the Ingestion Monitor for 429 errors.
A 429 error means your application sends too many Session Replay requests. Amplitude throttles the requests. Replays consist of multiple data chunks, so failed requests can produce incomplete or unusually short recordings.
- Reduce your Session Replay sample rate to lower request volume per second.
- Monitor the
429error count to confirm that throttling decreases after the adjustment.
Replay temporarily unavailable due to ingestion delay
This message appears for a replay that Amplitude ingested within the last five minutes. Amplitude takes one or two minutes to make a replay ready for playback.
Live replays longer than five minutes become playable after Amplitude receives enough data to generate the replay. Refresh the page for the most recent data.
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