We highly recommend that Moderators and Participants measure the upload and download speeds beforehand and as a moderator that you ask participants to confirm they have done so. Insufficient bandwidth is likely to cause significant disruptions to your testing.
Our engineers recommend at least 5Mbps available both for upload and download. But this is a conservative estimate and successful sessions happen at less mbps. In practice, this means all parties must be on a good WiFi connection or use a wired internet connection (ethernet).
Using mobile 4G or 5G connections are not recommended.
Here's an example of good WiFi
Please note that a lot of people only have access to asymmetric bandwidth - meaning that the download speeds are much higher than the upload speeds.
Here is an example of poor WiFi
If the internet speeds are insufficient, this will likely be experienced as connectivity issues, audio or video fragmentation, or lag and it will impact the session negatively. Lookback will often get going even on much lower speeds, but it will not work well on connections with lower than recommended speeds.
Check your Internet Speed
You can test your internet speed here https://fast.com/
A Note for Moderators and Observers
In general it’s more important that the participant (or the device running the SelfTest, Remote LiveShare or In-Person LiveShare) has 5Mbps upload available - since the participant is generally sending more data than receiving. And for the Moderator and Observers, it’s more important to check download speeds.
However when the Moderator shares their screen during a test it's important for the Moderator to have 5Mbps upload available. And it's important for the participant to also have good download speeds.
Check to make sure the OS and devices are compatible here
If you are still experiencing issues after passing these checks, please reach out to our support team and we will troubleshoot the issue with you.
Reliability is the highest priority for Lookback and we follow up on every report.