FAQ that Customer Support Gets

Last Updated: Jan 10, 2017 11:54AM PST
Q1. What does "on hold" session mean?

Q2. I have an InVision test that I’d like to test. What’s the difference between launching a test through InVision and using your platform?

Q3. I signed up two weeks ago and now I lost access to premium features, what happened?

Q4. Why is “Preview Test” asking me to download the screen recorder? Is it recording anything? Can I launch test without previewing it?



1. What does "on hold" session mean?

Our system automatically puts unfilled sessions on hold if two or more users have reported a problem while taking the test. To view the user’s reported issue, please click on “view issue."



If the issue is on the user’s end, please feel free to click on “Restart Test” to put this test back 
into 
queue



Alternatively, you may see the error message “On hold: Contact support."



2. I have an InVision test that I’d like to test. What’s the difference between launching a test through InVision and using your platform?

While launching prototype tests through InVision is free, it doesn’t give you the full testing feature. If you’re a current customer with us, we suggest launching prototype tests via our platform. In this way, you’ll be able to set specific requirements for
target audience and get a more in-depth review of your InVision prototype.



3. I signed up two weeks ago and now I lost access to premium features, what happened? 

Since Pro Trial is only valid for two weeks, you’ll lose access to all the pro features if you don’t upgrade to a subscription plan before it ends. However, your plan will continue as a Basic plan and you may still launch tests at a Pay-as-you-go rate.


Pro features include:

• Highlight Reel
• Download videos/clips
• Making clips/notes
• Metrics questions & Exporting Metrics to Excel
• Screener questions and Other Requirement
• Webcam tests

4. Why is “Preview Test” asking me to download the screen recorder? Is it recording anything? Can I launch test without previewing it?

Previewing test will give you a full testing experience from the user’s perspective, so you’ll get a better idea how your task instructions will appear for the users. In order to preview, you’ll be prompt to install the screen recorder. Please set assured that it doesn’t record anything from your computer and you don’t need to have a microphone for it to work. 

If your work network doesn’t allow you to install such software, please feel free to use the old Preview Test feature, or launch a pilot test (1 user) and review the video before launching more.
entsupport@usertesting.com
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