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 Carl Littke, Henrik Mattsson, Martin Algesten and 3 others

Participant microphone issues in Interviews

This article is about resolving situations where Interview participants can't toggle their microphone.

Written by Henrik Mattsson
Updated yesterday

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 yesterday

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 yesterday

Words in my test instructions auto-change

How auto-translate tools can interfere when using the Chrome extension

Written by Anand Sharma
Updated yesterday

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

Walkthrough of the screen sharing step for participants using a computer

Written by Anand Sharma
Updated yesterday

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

Written by Anand Sharma
Updated yesterday

Resetting Chrome microphone/camera permissions

Written by Martin Algesten
Updated yesterday

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 Carl Littke
Updated yesterday

Update the Chrome browser

How to update the Chrome browser to the latest version

Written by Martin Algesten
Updated yesterday

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attempting to use Participate Desktop Chrome extension to do a Remote or an In-Person LiveShare, but your software is out of date.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

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 yesterday

Best practices: testing on iPhone

Frequently asked questions on iOS

Written by Alison Holmlund
Updated yesterday

Firewall instructions for your IT team

Firewall configuration - info on ports, protocols, web sockets, whitelisting and more

Written by Henrik Mattsson
Updated yesterday

"Trouble connecting to Live server. [not-connected]." What should I do?

Written by Henrik Mattsson
Updated yesterday

"Failed to fetch" or getting an "ICE error"

Failed to fetch error troubleshooting and firewalls

Written by Henrik Mattsson
Updated yesterday

Troubleshooting firewall issues when working from home

Troubleshooting firewall issues

Written by Henrik Mattsson
Updated yesterday

Other topics

How do I join an organization in Lookback?

What to do when you can't seem to accept the invite you just received to join a Lookback organization.

Written by Russ Troester
Updated yesterday

The live player is loading slowly

live player loading slowly when at home, work, or when scanning

Written by Henrik Mattsson
Updated yesterday

I accidentally deleted a recording, what do I do?

Written by Henrik Mattsson
Updated yesterday

How can I check the upload progress of a recording in the InVision app?

Written by Henrik Mattsson
Updated yesterday

Deprecation of Lookback iOS SDK

Written by Henrik Mattsson
Updated yesterday