🔎 User Monitoring & Session Replay Troubleshooting
📖 Overview
Use these troubleshooting guides when User Monitoring, Session Replay, Heatmaps, or Overlays are not working as expected.
Start with the issue that most closely matches what you are experiencing.
📋 Before Troubleshooting
Before investigating a specific issue, verify that:
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Check |
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The appropriate RUM JS, RUM Extension or RUM Windows component is deployed and enabled. |
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The monitored application is configured correctly. |
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The user or device is included in the intended monitoring scope. |
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The RUM component can communicate with GermainUX. ie. Browser security, Content Security Policy (CSP), network, proxy, or firewall settings are not blocking GermainUX. |
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Privacy, exclusion, or filtering rules are not preventing the expected data from being collected. |
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The issue can be reproduced using a controlled test session. |
If you are deploying RUM JS for the first time, start with Validate RUM JS Deployment.
🔧 Troubleshooting Guides
Use this guide when:
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Guide |
Description |
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1 |
Verify that GermainUX RUM JS is correctly deployed and collecting data. |
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2 |
Troubleshoot missing Real User Monitoring data. |
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3 |
Troubleshoot sessions that are monitored but cannot be replayed. |
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4 |
Troubleshoot missing Heatmap or Overlay data. |
🏁 Validate RUM JS Deployment
Use this guide when:
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RUM JS was recently deployed.
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You are not sure whether RUM JS is running.
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Monitoring data is not reaching GermainUX.
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You want to validate a deployment before production rollout.
The guide walks through the checks required to confirm that RUM JS is correctly deployed and communicating with GermainUX.
User Monitoring Data Is Not Available
Use this guide when RUM appears to be deployed but expected User Monitoring data is not available in GermainUX.
Possible areas to investigate include:
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Area |
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RUM deployment |
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Monitoring configuration |
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Application configuration |
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User or session identification |
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Network connectivity |
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Monitoring exclusions |
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Data collection |
Troubleshoot Missing User Monitoring Data
🎥 Session Replay Is Not Available
Use this guide when User Monitoring data is available but the corresponding Session Replay cannot be viewed.
This helps distinguish a Session Replay-specific issue from a broader User Monitoring deployment or data-collection issue.
Troubleshoot Missing Session Replay
🔥 Heatmaps or Overlays Data Is Not Available
Use this guide when User Monitoring and Session Replay are working but Heatmaps or Overlays do not contain the expected interaction data.
This can include missing:
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Interaction |
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Click data |
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Mouse Movement |
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Scroll activity |
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Dead Clicks |
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Error Clicks |
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Rage Clicks |
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Other applicable interaction data |
Troubleshoot Missing Heatmaps & Overlays Data
🧭 Where Should I Start?
Use this sequence to narrow down the issue:
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RUM JS was just deployed
→ Validate RUM JS Deployment -
No User Monitoring data
→ User Monitoring Data Is Not Available -
User Monitoring data exists, but Session Replay is missing
→ Session Replay Is Not Available -
Session Replay works, but Heatmaps or Overlays are missing data
→ Heatmaps or Overlays Data Is Not Available
This sequence helps isolate whether the issue is related to deployment, data collection, Session Replay, or interaction analytics.
⚙️ RUM Extension & RUM Windows
User Monitoring & Session Replay can also be deployed using GermainUX RUM Extension and GermainUX RUM Windows.
For component-specific deployment and troubleshooting, see the corresponding component documentation:
When a dedicated GermainUX Integration exists for the monitored application, also review its deployment and configuration instructions.
🔗 Related Documentation
ℹ️ Get Help
The Germain Team can help you set this up. Contact GermainUX Support.
Component: RUM JS, RUM Ext, RUM Windows
Feature Availability: 2017.1 or later