Contrary to its appearance, a session video is not actually a video recording. Instead, the "video" is built from DOM snapshots, and can be affected by the behaviour of page assets like images and fonts.

If an asset or image is absent from a session video, it may be due to several unavoidable factors, such as:

• The asset no longer exists
• The asset is inaccessible due to authentication requirements

However, your company may encounter video replay issues for avoidable factors, such as:

• Whitelisting issues
• Cross-Origin Resource Sharing (CORS)

Follow this guide to address problems that may affect the quality of your session video replay. If you implement any/all of the solutions listed but still cannot fix the issue, contact your Noibu CSM.

Solution 1: Whitelisting

The NoibuJS script is often blocked from collecting data, as its behaviour looks like a bot to the security services on some eCommerce websites. This can affect how Noibu gathers images for session videos and may cause replay issues.

To help with whitelisting, we've compiled a list of resources from popular services:

• Sirv: Add Noibu to your list of domains that can serve your images
• Cloudflare: Create an IP access rule for Noibu

Visit our Guide to Whitelisting for the applicable URLs and addresses. Be sure to set the action to Allow when setting this up.

Solution 2: Third-Party Whitelisting

If your company uses a third-party software to store data or block bots, whitelist Noibu on those services. This should allow the NoibuJS script to access your sites and data.

Solution 3: Cross-Origin Resource Sharing (CORS)

Many browsers block cross-origin HTTP requests from scripts for security reasons. By implementing CORS, you can indicate alternate origins from which a browser should permit loading resources. To resolve this, allow noibu.com through the Access-Control-Allow-Origin header for any assets your site uses. This ensures the resources are accessible for the replay.

If the solutions listed fail, contact your Noibu CSM, and Noibu's engineering team will look into the issue.