Troubleshooting & support

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

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21 articles in this collection
Written by Francis Byrne, Henrik Mattsson, Martin Algesten and 3 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attempting to use Participate Desktop Chrome extension to do a Remote or an In-Person LiveShare, but your software is out of date.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

'How to record my screen' - iOS permissions

Written by Diana Boiteux
Updated over a week ago

Best practices: testing on iPhone

Frequently asked questions on iOS

Written by Diana Boiteux
Updated over a week ago

Why do participants require headsets to join moderated sessions on iOS?

Participants joining LiveShare sessions on iOS require wired or wireless headsets to ensure good sound quality and reduce echo

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