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 4 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 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

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 this week

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attempting to use Participate Desktop Chrome extension to do a Remote or an In-Person LiveShare, but your software is out of date.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

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 Alison Holmlund
Updated over a week ago

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

"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

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

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