Troubleshooting & support

Something not working right? Here are some common troubleshooting tips for researchers.

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20 articles in this collection
Written by Francis Byrne, Henrik Mattsson, Martin Algesten and 2 others

Why do I hear an echo during Remote LiveShares?

How to ensure good audio quality during a Live Test

Written by Meena Annamalai
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

I'm stuck at the "Share Screen" step of a Desktop test. How do I proceed?

How to enable 'Screen Recording" and proceed with participating in a Desktop test.

Written by Meena Annamalai
Updated over a week ago

I can't start a Desktop Test because I can't set up the mic / camera / screen recording on my Mac

Written by Meena Annamalai
Updated over a week ago

Resetting Chrome microphone/camera permissions

Written by Martin Algesten
Updated over a week ago

I can't connect my camera or microphone in Chrome

Troubleshooting errors and issues connecting camera or microphone when using the Participate Chrome extension.

Written by Francis Byrne
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attempting to use Participate Desktop Chrome extension to do a Remote or an In-Person LiveShare, but your software is out of date.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

How to start iOS screen sharing record mic and screen on an Apple device

Written by Meena Annamalai
Updated over a week ago

Best practices: testing on iPhone

Frequently asked questions on iOS

Written by Alison Holmlund
Updated over a week ago

Why the headset requirement for moderated sessions on iOS?

Participants joining LiveShare sessions on iOS devices are required to use a headset to ensure good audio and reduce echo – here's why.

Written by Alison Holmlund
Updated over a week ago

Firewall instructions for your IT team

Troubleshooting Firewall issues

Written by Henrik Mattsson
Updated over a week ago

"The live server connection failed. We detected a proxy on your network that could be the problem". What should my Participant do?

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

"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 firewall issues when working from home

Troubleshooting firewall issues

Written by Henrik Mattsson
Updated over a week ago

Other topics

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

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

Deprecation of Lookback iOS SDK

Written by Henrik Mattsson
Updated over a week ago