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Record Session Activity
The GRAX Application lets users record their sessions on demand, enabling Support to review actions leading to errors without a live call. This helps prevent miscommunication and allows engineers to better assist by viewing exact steps and errors. Recordings are saved for later review and aren’t monitored in real time.
Steps for Recording Session Activity
Navigate to the Settings tab of the GRAX Application
Open the General Settings sub-tab
Click Enable for 90 Minutes to the right of the Record Session Activity/Content for GRAX Support
Walkthrough the steps that were taken and led up to the error
Once complete, click the STOP button in the upper-right corner of the yellow banner displayed at the top of the GRAX Application
Frequently Asked Questions
When should I enable monitoring?
GRAX Support may request permission to record your session activity to help reproduce errors and resolve issues more quickly. If you encounter an issue within the GRAX Application, please follow the steps above to allow for session recording. Be sure to note the approximate time (including timezone) that you clicked the Enable for 90 Minutes button in your support ticket.
When does GRAX record sessions?
The GRAX Application records session activity only when manually enabled. Session recording is temporary, and GRAX cannot activate monitoring remotely for users.
What data is included in session recordings?
While monitoring sessions, the GRAX Application automatically hides data-containing fields - excluding IDs - so record data, filenames, file sizes, and record names aren’t captured. GRAX engineers cannot view this data during reviews. Only the session of the user who enabled monitoring is recorded; other users’ sessions are excluded. Recorded data is encrypted, accessible only to GRAX employees, and deleted after 30 days.
How do I know when GRAX is recording a session?
A non-dismissible banner appears at the top of the GRAX window when a session is being recorded. If the banner isn’t visible, GRAX is not recording any activity.
Banner Example
How do I disable session monitoring?
To disable Monitoring before the 90-minute limit, click the STOP button located in the upper-right corner of the yellow banner at the top of the GRAX Application. This will immediately stop the session recording.
