Question
I cannot view my recordings. They are blank or show only a white screen. What should I do?
Answer
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 the one you are currently trying. For example, try your home computer if you saw this issue on your work computer.
If you can view the recording, you have determined that either of the following conditions is preventing you from viewing your recordings.
- Your firewall is blocking our proxy. If your IT team could whitelist our IPs, that would address the issue. You can confirm this using your home computer (for example) to access your Crazy Egg recording. You will find you can see the recording—contact support to ask for the list of IPs to whitelist.
- 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 support service workers. Please get in touch with your IT department for additional support as they will have disabled this feature.