Note: Stream Doctor tool is in maintenance as of December 2019, please stay tuned for improvements and it is not advised to use the tool for diagnostic testing currently. Please contact our support team with any issues.

While attempting to moderate or join a Remote LiveShare session via the Lookback website you (or your participant) may have been warned that there is a possible connection issue. 

In some cases, simply refreshing your browser can restore connectivity. Alternatively, you can change network or wifi connection and try again. 

Previously we would suggest to run the diagnostic test tool, Stream Doctor, but as noted above we are working to make improvements and it is not reliable at this time.

What is the Stream Doctor tool?

We have created a special tool to test your (or your participant's) network connection on desktop only using the chrome extension (results indicated are relevant for mobile too, if on the same network).

Click on the Stream Doctor link below to run the test and if any of the tests fail have either your IT team, or the participant's IT team review our documentation on troubleshooting firewall issues. If you're still unable to use Remote LiveShare after getting the test to pass (all green check marks), please contact our support and send us the technical details from the test.

Stream Doctor tool:

Let us know how the diagnostic process goes for you!

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