Issue with Heatmaps and Session Recordings when multiple users are logged in

Premium Features
1

Hi everyone,

We recently enabled the Heatmaps and Session Recordings plugin in Matomo and are now facing a challenge that we’d like to share with you:

Our company works with a shared Admin user, which means that we often log in with the same user on multiple PCs simultaneously. Here is the issue we’ve noticed:

  • When we are logged in on 3 PCs at the same time with the same Admin user, only one user can see the Heatmaps and Session Recordings.
  • For the other two logged-in users, the plugin is listed in the sidebar, but the created Heatmaps and Session Recordings are not visible. They are consistently hidden.

This behavior is consistent: it seems that only one user at a time can access the Heatmaps and Session Recordings, while for the others, it is categorically hidden.

Has anyone experienced a similar issue or has an idea why this might be happening? Could there be specific settings or limitations in the plugin that explain this behavior?

Thanks a lot in advance for your support!

Best regards,
bwlxn

2

Pure speculation: this plugin is priced per user. I think 4 users are included in the smallest licence. It may be that the plugin doesn’t want the users to be shared…

3

I tried it myself as superuser – but in two different browsers at the same time, since I don’t think the IP address plays a role here.

I can’t replicate what you’re describing.

Try it with two different browsers or try it with a superuser account or with write access.

You could also check if a problem (JavaScript error) is logged in the browser console if the entries are missing.

4

Hi @utrautma. Sorry to hear that you’re having trouble with the plugin. Since this is a plugin issue, could you please reached out to us via email at shop@matomo.org.

It would be great if you can share to us the email address linked to the subscription and screenshot of the users you have in your Matomo instance.

5

Hi Emerson,
Thanks for your reply.
No, I don’t have any problems myself. It was referring to the comment above from @bwlxn.
Regards
Udo

6

Hi everyone,

thank you very much for your comments. The issue is still present at our side. Right now we are making the documentation to forward it to the developer Team :slight_smile:

Best regards
Benedikt