We have been tracking user sessions to better understand how our sales convert and take some new ecommerce site decisions. However, with Matomo Session Recording all we see is a black screen where it should be the actual session.
Has anybody experienced this behavior? This is a key point in our trial to end up purchasing this product.
Thanks
Hi @Javi_PG . I’m sorry to hear that you’re experiencing this issue. One of the most common things that will cause issues with viewing heatmaps and session recordings is if your browser is using any kind of ad blocker. If you’re sure that’s not the cause, this FAQ has some additional suggestions. If the problem persists, please feel free to reach out to the Matomo support team at shop@matomo.org.