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
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 some Recordings until you are under the limit of your plan.
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 Visitors, you may only have Read user permission within the Organization.
No Recordings listed, but can't start a new snapshot
If you are unable to start a new snapshot, then it may be the case that you 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
Hotjar may not have added all Recordings to your account properly. This usually means that you have a total of or more than 300 Recordings.
If you see this error, reach out to our Support Team.