When does a web session start and end? Is it different than a mobile session?
Yes, the way we capture sessions on web is different from mobile. A web session starts when a user opens a website tab and starts interacting with it. If there is no incoming data for 3 minutes—due to reasons like the browser/tab being closed, internet loss, or system suspension—the session is considered ended, and the recording is uploaded.
What happens if the customer loses internet connection?
If a customer loses their internet connection, what happens depends on how long the connection is lost:
Scenario 1: If the connection is lost for more than 3 minutes, the session up until the disconnection is uploaded. Any actions taken offline during the downtime are not recorded. If the user reconnects and refreshes or opens a new page, a new session will start.
Scenario 2: If the connection is restored within 3 minutes, the entire session, including any offline activity, is recorded and uploaded as a single session.
How does UXCam identify users in web?
Browser-Based Tracking: Unlike mobile devices, users are tracked based on their browser rather than their device. If a user switches browsers, they will be counted as a different user unless an ID is provided.
Does opening a new tab start a new session?
Yes, every time a new tab is opened, a new session starts recording. If a button or link opens a new page in a new tab, it creates a separate session—it will not be linked to the previous session.
What happens if a user is redirected to a different domain?
If a user is navigating within one domain and gets redirected to another, whether in the same tab or a different one, the session will not be carried over. Each domain is treated separately in session tracking.
Can I track a user across multiple domains using the same SDK and App ID?
No, even if the UXCam SDK and the same App ID are installed on multiple domains, sessions will not be linked across them. Each domain will record sessions independently.
Why may a web session not upload?
Lost Internet Connection – If a user loses connection, the session uploads only up to the point of disconnection. Any activity after that won’t be captured.
Session File Too Large – Upload depends on multiple factors, not just duration or assets loaded.
Technical Failure on Our End – In rare cases, server issues (e.g., downtime or memory limits) may prevent uploads. We continuously monitor and scale our systems to minimize this risk.
Why is the Referrer listed as "Unknown"?
A referrer is considered unknown when the source of traffic cannot be determined. This happens in the following cases and is not a limitation from UXCam:
Emails, Calendars, and Notes: When a user clicks a link from emails (including newsletters), calendar events*, or note-taking apps, the referrer data is not passed.
Bookmark Tools: If a user accesses your site from a saved bookmark.
Direct URL Entry: When a user types your website URL directly into the browser.
Blocked Referrer Data: Some websites have referral policies that block referrer information from being shared.
Shortened URLs: Short URLs (depends on configuration)
Security and Proxy Stripping: If the referrer is removed due to security settings, privacy policies, or proxy servers.
Bot Traffic: Automated bot visits may not include referrer data.
📌 Note: For Google Calendar, the referrer will appear as "Google."
Why are some values in properties listed as "Unknown" or "N/A"?
UTM Parameters: UTM values are not expected on every session. They are only present when tracking marketing campaigns.
Browser & Version: We don’t track the browser and version of in-app browsers, these will be shown as undefined or N/A - you’ll see that it’s always on Phones. (Sometimes looking into referrer can give you a hint, e.g. if referrer is Instagram is likely that it’s in-app browser from Instagram.)een on phones. Checking the referrer (e.g., Instagram) might provide a hint.
OS Version: For Linux distributions (e.g. Ubuntu) we don’t track the OS versions.
Referrer Labeling: Most of the tools show Direct instead of Unknown, but regardless of the name shown they both map the same cases.