FullStory Troubleshooting Guide

Dentistry.One, Internal Support Use

Step 1: Find the User ID in Dentistry.One

• Log in to Dentistry.One using an admin account
• Search for and open the user profile
• Copy the User ID from the very end of the URL

Step 2: Navigate to Segments in FullStory

• Log in to FullStory
• Click Segments in the left-hand navigation

Step 3: Open the Saved User Filter

• Locate the saved segment named User Filter
• Click the segment to open it

Step 4: Change the Filter Type to User ID

• Under User Filters, click the dropdown that defaults to Any user
• Select User ID

Step 5: Select the User to View All Sessions

• Paste the User ID into the User ID field
• Wait for the user result to appear at the bottom of the filter panel
• Click the User number (indicated by the arrow)
• The user’s session list will appear on the right side of the screen

Step 6: Identify the Correct Session

• Sessions are listed chronologically on the right-hand side
• Each session shows the date, time, browser, and location
• Match the session timestamp to when the issue was reported or occurred

Note: Not every user session is recorded. Sessions may be missing if the user is using a private browser, has tracking-blocking extensions enabled, or if session recording failed to initialize.

Step 7: Review the Session Replay

• Watch the replay to confirm what the user experienced
• Look for unexpected behavior or visible errors

Tip: FullStory is most effective for confirming or eliminating user error before escalating.

Step 8: Open Dev Tools and Review Errors

• Click Dev Tools within the session replay
• Review Console and Network tabs for failures
• Common indicators include 401 or 403 errors and failed API requests

Step 9: Determine Root Cause

• Decide whether the issue is user error, permission-related, or a system bug
• When escalating, include the User ID, session timestamp, and relevant error details