This article only applies to customer's using Snapshot Recordings on the Basic Plan
Basic plan users capture Recordings in Snapshots of 100 Recordings. Business, Plus, and Scale plan customers have access to Continuous Capture Recordings. If you're having trouble with Continuous Capture, check out this article: How to Start and Stop Recordings.
The most common errors when a new Recording snapshot cannot be enabled are:
- A pop-up asking to upgrade
- No access to Start/Edit Recordings
- No Recordings listed, but can't start new snapshot
- An error message appears when creating a new snapshot
A pop-up asking to upgrade
Basic plan users can only store 300 Recordings on each Site. If you try to create a new Snapshot with over 200 Recordings already stored on your account, you'll be presented with a notification message. This notification will show if you have reached the limit for the number of Recordings that can be stored in your account.
In order to continue Recording, you will need to delete down to 200 or fewer Recordings until you are under the limit of your plan. You can close the notification in order to delete Recordings
No access to the Start/Edit Recordings button
If you find that you are unable to edit a snapshot currently running or unable to click Record More Users, you may only have Read team member permission within the Organization.
No Recordings listed, but can't start a new snapshot
If you are unable to start a new snapshot and you don't see any existing recordings in your dashboard, then you might have some Recordings that fall outside of the default filter of 30 days.
To check for older Recordings, click on the Pick Specific Dates button. You can then adjust the Date Range to search for the older data.
In order to continue Recording, you will need to delete until you are under the limit of your plan.
An error message appears when creating a new snapshot
The first thing you should check here is that you've selected a Snapshot size, or missed out on any page targeting rules you intended to set.
Otherwise, if you see this error, reach out to our Support Team.