Lookback

Russ Troester

Henrik Mattsson

Carl Littke

Something not working right? Here are some common troubleshooting tips for researchers.

Troubleshooting & support

How to ensure good audio quality during Remote LiveShares and Interviews

Why do I hear an echo during moderated sessions?

When you export a recording and play it on some media players there is no sound

I can't hear sound on my exported video

Troubleshooting errors and issues connecting camera or microphone when participating in a session

Desktop: Troubleshooting participant camera / microphone issues - Chrome extension

Step-by-step instructions to help no-extension-required computer users troubleshoot issues connecting to a camera or microphone

Desktop: Troubleshooting participant camera / microphone issues

This article is about resolving situations where Interview participants can't toggle their microphone.

Interview: troubleshooting participant microphone issues

Troubleshooting errors and issues connecting camera or microphone when moderating a session

Troubleshooting moderator camera and microphone issues

Audio / Camera Issues

Step-by-step instructions to help no-extension-required computer users with 'failed to share your entire screen' errors and other issues

Desktop: troubleshooting participant screen sharing issues

Step-by-step instructions to help Chrome participants recover from 'screen sharing failed' and other screen sharing issues

Desktop: troubleshooting participant screen sharing issues - Chrome Extension

Screen Sharing Issues

How auto-translate tools can interfere when using the Chrome extension

Words in my test instructions auto-change

If you're participating in a research study but can't get the "Get Started" button to work, try some of these troubleshooting steps.

Chrome Participants: Nothing happens when clicking "Get Started"

How to update the Chrome browser to the latest version

Update the Chrome browser

You're attempting to use Participate Desktop Chrome extension to do a Remote or an In-Person LiveShare, but your software is out of date.

Updating Participate Desktop (Chrome extension)

Chrome related

"Not available when AirPlay, CarPlay, Restrictions, or screen mirroring is active."

I'm a participant using an iOS device and when I tap "Start Broadcast," it triggers an error

iOS related

Firewall configuration - info on ports, protocols, web sockets, whitelisting and more

Firewall instructions for your IT team

Failed to fetch error troubleshooting and firewalls

"Failed to fetch" or getting an "ICE error"

Firewall/VPN/Proxy/Ad blocker? Something is blocking my connection

Troubleshooting connectivity issues when working from home

Firewall & connection related

How to change your profile picture in Lookback

Why isn't the site I'm trying to test working as expected on mobile devices?

Why you don't need to install an SDK for Android.

Is there an Android SDK for Lookback?

live player loading slowly when at home, work, or when scanning

The live player is loading slowly

Frequently Asked Questions

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