Applicable to the following round types on desktops using Chrome:

  • LiveShare (moderated)

  • Tasks (unmoderated)

  • SelfTest (unmoderated)

Summary

Normally when participating in one of the above sessions types, after opening the participant link you'll be prompted to install the Participate extension from the Chrome store. Once that's installed, you click on the "Get Started" button and a small side panel should open on the right where you enter your name, email, and configure your microphone, camera, and screen sharing.

In a very small number of cases, nothing happens when you click on "Get Started" so below are some troubleshooting steps to try.

Troubleshooting Steps

If you experience the issue above, please try the following:

  • If you're using multiple monitors, it's possible the pop-up showed up on a different monitor. It could also be hidden behind other open windows.

  • Clear your browser's cache & cookies

  • Make sure Chrome is not set to block pop-ups (or at least allows exceptions for all lookback.io site)

  • Disable (at least temporarily) any extensions that may be interfering or again, at least allow for exceptions for lookback.io (Ad-Blockers and Security/Anti-Malware extensions are notorious for interfering)

  • Reboot your computer

  • Reinstall the Participate Extension

  • Try using another Chromium-based browser like Microsoft Edge or Brave - both are compatible with our Chrome extension and are free, easy to install, and can be removed after the session if you prefer.

  • If you are using a work computer, check with your IT team to see if there's any security software installed that may be interfering

Hopefully one or more of the steps above should get you up and running, but if you still have questions, please reach out to our support team using the bubble in the lower-right corner or emailing us at support@lookback.io

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