Click here for Translator troubleshooting.
Click here for Observer troubleshooting.

Your support agent will be available for initial session set-up to ensure that all participants have:

  • Joined the discussion in the proper role
  • Met system requirements
  • Great audio and video
  • A stable connection

The agent will start the recording and then monitor the session for any issues for the first 10 minutes or until agent is satisfied the issues have stabilized. After that point, please follow these troubleshooting steps to address any technical issues.

If you cannot resolve the issue with these troubleshooting steps, send a message for help using the chat icon in the bottom right of this page and reference the 5 digit number in the URL if you can:

If the respondent has minor audio or video issues, ask them to refresh their own browsers first.

If browser refresh doesn't work, open the participant list view from the bottom left corner. You can reset the connection by using the refresh button for the respondent or yourself. (You can also refresh observers and translator line.) You can also control all microphones and cameras in use.

If you need to switch yourself to phone audio due to computer audio issues:

  1. Click on the settings icon in the lower right and enter your phone number. 
  2. Click CALL ME and wait for a call from (866-557-6716). 
  3. Enter the PIN and # sign and you will be joined to the room. 
  4. You may also dial yourself in from your handset using Show dial-in instructions and selecting the number for your country.

If you need to switch the respondent to phone audio, you can dial them in by clicking the phone icon next to their name in the participant list. They have entered their phone number when joining. If not, have them enter a number in the public chat.

Alternatively, you can instruct them to click the settings button in the lower right corner and follow the same instructions.

If respondent is experiencing significant video lag or freezing, you may close their camera in the participant list and complete the discussion in audio only.

When you are finished and ready to close the session, you can dismiss all participants, close the room, and activate video processing by selecting the (1) End/Exit button from the upper right and then (2) End for Everyone.

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