Why is my recording broken?

It sometimes happens that the recording you are watching does not look like it should. Missing images, broken fonts or CSS in most cases indicates that LiveSession didn’t or doesn’t have access to resources hosted on your server.

During the session capture, LiveSession makes a copy of CSS and Fonts files to recreate the playback in the future. We don’t copy images though. If access to any of your website’s files requires authentication (i.e., providing credentials), it may affect how playback is recreated. To put it simply: it will break the recording you see on our platform. This also applies if access to images was restricted after the session was recorded.

LiveSession handles HTTPS connections to the external images and uses cached style sheets to recreate the website’s layout. It may happen that the recording will work for some users (i.e., if you’re using a VPN connection that gives you access to the files hosted on your company’s internal server), but not for others (your contractors who don’t have access to the company’s VPN).

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