This error can happen if:

  1. A visitor's browser doesn't complete the sending of the replay to our server
  2. There are Javascript errors on the page preventing the sending of the replay to our server
  3. The visitor is using a very outdated browser (like Internet Explorer) 
  4. There are elements on the page that are replay library is incompatible with

If you're seeing that error for a single replay, we recommend viewing a different replay.

If you're seeing that error for every replay, our app may not be compatible with your theme, or apps installed in your theme, in which case we recommend trying another session recording app. There are a couple free options on the App Store, and many of the paid apps have free plans as well that may work better for your shop.