In the past we've communicated a recommendation of 5mbps WiFi connection to ensure strong connection. While we still conservatively recommend that speed, in reality successful sessions happen at slower speeds as long as the connections used by the moderator, observers, and participant are stable and reliable.

We realize that 5mbps is not always attainable, so here are a few pointers to help run successful sessions in your home:

  1. Close other household apps on the same network that are consuming a lot of WiFi bandwidth before the session starts and for the duration of the test.
  2. If at all possible, limit streaming of 4K and HD video services (and stream-like gaming) running concurrent with your Lookback remote LiveShare sessions. 
  3. In homes with multiple networks, mesh networks or devices that parse internet, make sure you have access to one IP address beforehand and you're within range of the stable network. Sometimes WiFi and mesh networks have "sweet spots" and it can take some trial and error to figure out positioning for the best connectivity.
  4. For desktop-based sessions, if you have access to ethernet, we recommend cable connectivity versus WiFi.
  5. This is not unique to Lookback but sometimes it helps to run sessions without your camera enabled to further reduce bandwidth usage.

Unfortunately, without access to the Virtual Private Network it is almost impossible to analyze exactly how the VPN is interacting with our sessions. 

The best way to help troubleshoot is to copy the URL of the session (it contains the session ID) and send them to our support team to look into. Here's how:

  1. After a session with an issue has ended and populated in the dashboard, click into the hyperlinked LiveShare session so that the Lookback player brings up the video.
  2. Copy the watch / share link and send to our support team using the blue chat support bubble on the bottom right hand of your dashboard view.

Note: there are three easy ways to copy the session ID:

Either copy the URL that the page generates:

or find 'Share recording at the top right hand corner of the player and click 'Copy share link':

or under the Project details in the player find the 'Copy share link' button:

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