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Troubleshooting & support
Troubleshooting & support
Something not working right? Here are some common troubleshooting tips for researchers.
+3
25 articles in this collection
Written by
Carl Littke,
Henrik Mattsson,
Martin Algesten
and 3 others
Audio related
Participant microphone issues in Interviews
This article is about resolving situations where Interview participants can't toggle their microphone.
Written by
Henrik Mattsson
Updated over a week ago
Why do I hear an echo during moderated sessions?
How to ensure good audio quality during Remote LiveShares and Interviews
Written by
Anand Sharma
Updated over a week ago
I can't hear sound on my exported video
When you export a recording and play it on some media players there is no sound
Written by
Henrik Mattsson
Updated over a week ago
Chrome related
Chrome Participants: Nothing happens when clicking "Get Started"
If you're participating in a research study but can't get the "Get Started" button to work, try some of these troubleshooting steps.
Written by
Russ Troester
Updated over a week ago
Words in my test instructions auto-change
How auto-translate tools can interfere when using the Chrome extension
Written by
Anand Sharma
Updated over a week ago
Chrome browser users: need help sharing your screen?
Step-by-step instructions to help Chrome participants recover from 'screen sharing failed' and other screen sharing issues
Written by
Tabanitha McDaniel
Updated over a week ago
Chrome browser users: need help using your microphone or camera?
Troubleshooting errors and issues connecting camera or microphone when participating in a session
Written by
Tabanitha McDaniel
Updated over a week ago
I can't connect my camera or microphone in Chrome (moderators)
Troubleshooting errors and issues connecting camera or microphone when moderating a session
Written by
Carl Littke
Updated over a week ago
Update the Chrome browser
How to update the Chrome browser to the latest version
Written by
Martin Algesten
Updated over a week ago
Updating Participate Desktop (Chrome extension)
You're attempting to use Participate Desktop Chrome extension to do a Remote or an In-Person LiveShare, but your software is out of date.
Written by
Henrik Mattsson
Updated over a week ago
iOS related
I'm a participant – "Start Broadcast" triggers an error
"Not available when AirPlay, CarPlay, Restrictions, or screen mirroring is active."
Written by
Anand Sharma
Updated over a week ago
The screen sharing step on an iOS device
How to get through the screen sharing step during moderator–participant set up on an Apple device
Written by
Anand Sharma
Updated over a week ago
Best practices: testing on iPhone
Frequently asked questions on iOS
Written by
Russ Troester
Updated over a week ago
Firewall & connection related
Firewall instructions for your IT team
Firewall configuration - info on ports, protocols, web sockets, whitelisting and more
Written by
Henrik Mattsson
Updated over a week ago
"Trouble connecting to Live server. [not-connected]." What should I do?
Written by
Henrik Mattsson
Updated over a week ago
Troubleshooting home internet (WiFi / Ethernet / VPN)
With everyone online, here are some suggestions to help with bandwidth concerns
Written by
Russ Troester
Updated over a week ago
"Failed to fetch" or getting an "ICE error"
Failed to fetch error troubleshooting and firewalls
Written by
Henrik Mattsson
Updated over a week ago
Troubleshooting connectivity issues when working from home
Firewall/VPN/Proxy/Ad blocker? Something is blocking my connection
Written by
Russ Troester
Updated over a week ago
Frequently Asked Questions
I accidentally deleted a recording, what do I do?
Written by
Henrik Mattsson
Updated over a week ago
How can I check the upload progress of a recording in the InVision app?
Written by
Henrik Mattsson
Updated over a week ago
Is there an Android SDK for Lookback?
Why you don't need to install an SDK for Android.
Written by
Henrik Mattsson
Updated over a week ago
Lookback Participate: Device and OS compatibility requirements
Desktop, iOS and Android compatibility
Written by
Russ Troester
Updated over a week ago
Other topics
Troubleshooting issues with joining a Lookback Organization
What to do when invite to join a Lookback organization isn't working.
Written by
Russ Troester
Updated over a week ago
The live player is loading slowly
live player loading slowly when at home, work, or when scanning
Written by
Henrik Mattsson
Updated over a week ago
Deprecation of Lookback iOS SDK
Written by
Henrik Mattsson
Updated over a week ago