I cannot view my recordings. They are showing an error message. What should I do?
The first thing to try is viewing your recording from another system. You can confirm the issue is related to security by using a computer and internet connection located in a different location than you are currently trying. For example, try your home computer if you see this issue on your work computer.
If you are able to view the recording then you have determined that either one of the following conditions is preventing you from viewing your recordings.
- Your firewall is blocking our proxy. If your IT team could whitelist 220.127.116.11 and 18.104.22.168 (ports 80 and 443), that will address the issue. You can confirm this by using your home computer (for example) to access your Crazy Egg recording. You will find you can see the recording.
- You have an Ad-Blocker enabled on your system or browser. Whitelisting *.crazyegg.com and *crazyegg.com will resolve the issue. You can confirm this by disabling your Ad-Blocker, and you will find you can see the recording.
- Your browser does not have service workers enabled. Please speak to your IT department about this or contact us for further support.