Preparing for your session
Moderator
Make sure you’re on good WiFi
If you are working from home and normally use a VPN, we'd recommend disconnecting from it while conducting the session. If your IT department has strict policies around this, you can ask them to make sure all traffic to/from Lookback will be allowed through.
Do a test of the session yourself before your session. If you're on a session-based plan (Freelance, Team, or Insights Hub), you can use our preview links & sessions to avoid using up any full sessions.
Leverage our email templates so your participants are set up for success
Observers
Make sure you’re on good WiFi
Invite team members the day before your session to account for any firewall issues & filters that can delay invites — in these work-from-home times
Establish how you’d like your observers to participate in the session with you e.g., take notes in the Notes section, @mention you during the session with questions, establish a coding system to help with synthesis, etc.
Participants
Make sure you’re on good WiFi (even with 5G cellular connections, bandwidth may not be enough)
Desktop tests - have the latest Chrome installed
Mobile tests - install the Participate app when you receive your invitation
iOS Tests - be on OS 12.2 or higher
Android Tests - refer to this article for Android OS compatibility
Troubleshooting during your session
👥 Participant connection issues?
Make sure your Participant is on good WiFi, and not a mobile connection
Ask if they're on a VPN. If they are, we advise disabling it during the session.
Investigate if there are any potential firewalls
Ask they check their MacOS settings (desktop only) to allow camera, mic, and screen recording
🎧 Participant audio issues?
Ensure bluetooth headsets are well-charged
Double check they haven't accidentally hit 'Mute'
☎️ Participant received an incoming phone call?
Ask that the Participant goes onto 'Airplane mode' so any future incoming phone calls won't interfere with the session
Have the Participant close the Participate app, click on original Participate URL, click 'Resume' and they'll be brought back to the permissions flow and can rejoin the session