Enabling LogRocket for Riva Insight

David Legault
David Legault
  • Updated

What is LogRocket

We use sometimes utilize LogRocket to help our support and engineering teams understand and resolve issues more effectively.


When something does go wrong, LogRocket allows us to see what happened in the application, making it easier to reproduce and fix issues accurately.

Why We Use It

LogRocket records session activity to help us diagnose problems that may be difficult to reproduce.
It provides information such as:

  • A replay of user interactions, such as clicks, scrolls, and navigation.
  • Browser console errors and JavaScript exceptions.
  • Network requests and responses.
  • Performance metrics, such as page load times and rendering delays.

This helps reduce the time spent investigating issues and improves overall response and resolution time.

For more information, visit: https://logrocket.com/solutions/solve-user-issues

Enabling LogRocket

As an administrator, you can enable LogRocket directly from the Riva Insight panel. Open the panel, then click the hamburger menu (three horizontal lines) to access the settings.

Under the Advanced tab, locate the Diagnostics Logging section. You will see two related options:

  1. Remote Diagnostics (LogRocket)
    This option uses the third-party LogRocket service to capture and replay sessions in real time. It allows you and the support team to review user activity and view relevant console logs for troubleshooting.

  2. Insight Client-Side Logging
    This option collects key console log entries from the Insight client and sends them to the server for analysis. It does not capture every detail visible in a full browser console, but it records most of the important events in order, providing a useful view of what occurred on the client side.

 

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Once Log Rocket is enabled, complete the test of the issue or problem and provide the LogRocket URL to the Technical Support Team. 

As a Riva Insight user, click the hamburger menu and at the bottom of the About Riva insight tab. There will be a unique URL. Click on Copy Diagnostic URL and paste that into the support ticket. 

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Privacy and Data Protection

We understand that session recording tools raise privacy concerns, and we configure LogRocket carefully to protect user data.

  • Sensitive fields such as passwords, payment details, and personal identifiers are automatically masked.
  • Fields or elements can be marked as private so that their contents are not recorded.
  • LogRocket is used solely for troubleshooting and product improvement, not for analytics, marketing, or profiling.
  • LogRocket is compliant with data protection regulations including GDPR and CCPA.
  • Recorded sessions are retained for a limited period and automatically deleted after that time.

Detailed documentation about the data LogRocket collects can be found here:
https://docs.logrocket.com/docs/data-collected

For LogRocket’s privacy policy, visit:
https://logrocket.com/privacy

GDPR and Data Rights

For users located in the European Union or European Economic Area, the use of LogRocket is covered under the General Data Protection Regulation (GDPR).

  • LogRocket acts as a data processor on our behalf.
  • We remain the data controller responsible for ensuring your rights are respected.
  • Session recordings are used only for diagnostic and support purposes.
  • Data is retained for a limited duration (typically 30–90 days).
  • You have the right to request access to or deletion of your session data.
  • LogRocket’s infrastructure and agreements comply with EU data transfer and processing requirements.

Additional information:
https://logrocket.com/docs/gdpr
 

Additional References