Set yourself and your participants up for success during your study sessions!
We recommend closing out all apps that are not needed for the test session so as much of the phone's resources can be dedicated to the interview and tasks given.
Everyone must be on the latest version of a supported browser to complete study sessions.
In general participants and moderators can complete this system check to ensure that everything is ready before their scheduled session time:
When conducting moderated studies, please do so from the strongest/most stable network connection possible. If at all possible, ethernet connections offer the most reliable experience, as this provides a hardwired, physical connection that does not fluctuate as much as a wireless connection can. Remember that a lot of bandwidth is required, as you are using audio, video, and screen sharing all at once.
Speed is one part of this equation and can be tested with https://bandwidthplace.com
Firewalls or VPNs can also cause connectivity problems. Here is how to adjust those settings, open ports, and whitelist the provider.
Sound and camera problems are often resolved with the steps listed in this article.
On a Mac and stuck in a weird loop of checking mic, starting screen share, checking mic, starting screen share? Or the participant says they are clicking to share screen but the moderator sees that they have denied it? That is likely because of a change that Apple made to screen sharing permissions. Here's how to fix that!