Issue Summary:
TrustedForm session replays sometimes do not display the full consumer interaction, resulting in incomplete page captures, missing styles or images, and explicit error messages. In some cases, the replay appears inconsistently across different browsers.
Impact:
Marketers, compliance teams, and support personnel may be unable to verify that the full user session was captured accurately. This can compromise the evidentiary value of the certificate and delay the resolution of consumer complaints.
Common Errors, Causes, and Fixes
| Symptom | Root Cause | Description | Quick Fix |
|---|---|---|---|
| Partial session replay (incomplete page capture) | Key page elements not in view | The session replay only shows the content of the website Certify is implemented on that was in the visitor’s view, missing content that contained in an iframe or never seen by the visitor. | Ensure critical elements are on the same webpage as the Certify Web SDK and forced to be in the visitor’s view before submitting |
| Missing styles or images in replay | TrustedForm services being blocked from accessing assets | Resources such as images appeart broken when requests from the TrustedForm service to download them is denied | Ensure all assets are publicly accessibly and security measure do not block requests from TrustedForm |
| Explicit error message (“This replay could not be loaded.”) | Network disruption, backend failure, or processing error | The session replay data could not be retrieved, resulting in an error message indicating the replay failed to load | Check another certificate and contact support if the problem persists |
| Inconsistent replay across browsers | Differences in handling mixed content and JavaScript execution among browsers | Browsers such as Chrome, Firefox, and Safari may treat insecure content differently, resulting in variations in how the replay is rendered | Adjust browser security settings to allow mixed content, and ensure that all resources are delivered securely |
Step‑by‑Step Troubleshooting
Step 1 – Submit a test lead to generate a certificate to reference
- Open the web page where the TrustedForm certificate is generated.
- Submit a test lead and view the session replay from the certificate it generates.
- Note anything in the session replay that does not match your experience while submitting the test.
Expected Result:
The session replay matches what you saw while submitting a test lead.
Step 2 – Check Your Server Settings
- Verify that your server settings allow all content to be publicly accessible.
- Adjust any security settings that may block the TrustedForm service from downloading copies of your website.
Expected Result:
Any known settings that may block TrustedForm are disabled.
8. FAQ
Why does my session replay only show part of the page?
The TrustedForm script captures only what is visible when recording begins. Elements that reside off-screen, or are within iframes may not be recorded. Adjust your page layout or instruct users to scroll in order to capture all critical content.
Why do session replays sometimes appear differently across browsers?
Differences in browser handling of mixed content and JavaScript can lead to variable rendering of session replays. Adjust browser security settings or ensure that all assets are served securely for consistent results.
How are interactive replays on Facebook certificates different than session replays on web certificates?
Due to Facebook’s restrictions on third‑party scripts, Facebook Lead Ads certificates generate an interactive, multi‑page recreation of the ad experience rather than a detailed, event‑by‑event replay. This interactive version emphasizes essential lead details over full content playback.
How are screen captures of mobile application certificates different than session replays on web certificates?
Mobile application certificates typically capture static screen images or simplified screen captures instead of a fully interactive replay. This is due to performance constraints on mobile devices, with only key moments recorded rather than granular user events.
Glossary
| Term | Definition |
|---|---|
| Session Replay | A visual reconstruction of a consumer’s interaction with a web page, built from the captured HTML, images, styles, and recorded user events such as clicks, typing, and scrolling. |
| TrustedForm Certify Web SDK | The JavaScript snippet embedded on a web page that records user actions and injects hidden fields (e.g., xxTrustedFormCertUrl) to generate a TrustedForm certificate. |
| Mixed Content | A condition where an HTTPS page includes resources (like images or stylesheets) served over HTTP, potentially causing those assets to be blocked by modern browsers. |
| Event Log | A timestamped textual record of all consumer interactions (clicks, typing, scrolling, form submissions) captured during a session, used to validate the accuracy of the replay. |
| Iframe | An HTML element that embeds an independent web page within the current page; if used for forms, it may isolate the content and affect session recording. |
| Facebook Lead Ads Certificate | A certificate generated from Facebook Lead Ads that provides an interactive, multi‑page recreation of the lead ad experience, with limited session replay detail due to platform restrictions. |
| Mobile Certificate | A certificate generated from a mobile application that typically captures static images or simplified screenshots instead of a dynamic, interactive session replay. |
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