What does it mean if a session has a "Problem" or is "On Hold"?

This article applies to: UserTesting 

On this page:

• About session problems and holds
• If your session has a problem
• If your session is On hold

About session problems and holds

• Contributors can report problems if they encounter an issue when completing your test that is unrelated to a contributor-side technical difficulty.
• For example, you point them to a website to review, but the URL changes after you launch the test, or a username and password are required.
• For one-off issues, you can diagnose the issue yourself and then restart the session.
• If two or more contributors report a problem in your test plan, all of the sessions in that test are placed on hold until you investigate the issue and resume the test.

If your session has a problem

If you see a Problem reported section on the Sessions tab, a contributor reported a problem with the test plan that has prevented them from advancing in the test.

To resolve the problem, follow these steps: 

1. Select Edit test details to resolve the issue.
   
2. Correct the problem (for example, you might need to update the task to point to the correct URL or provide the username and password).
3. Select Resume test to put the session back into the queue for another contributor to take. 
   Note: If you have a Specific contributor you are testing with, contact them via the message center to let them know that the test is ready again. You'll also be asked to choose what type of problem you fixed.

• You'll also receive an email with the problem report.
• To view the contributor's reported issue, select the review issue link in the email.
  

If your session is On hold

• When two or more contributors have reported a problem with your test plan, the test goes on hold.
• You'll see a Problems reported section letting you know the test is on hold. 
  
• No more contributors can take the test until you resolve the problem and resume the test.
• You also cannot add new contributors until the test is resumed. 

To resolve the problem, follow these steps: 

1. Select Edit test details to review and fix the problem.
   
2. You'll also receive an email saying the test is on hold.
3.  Edit your test plan.
4. Select the Resume test button.
5. You'll then be asked to choose what type of problem you fixed.
   
6. After selecting the reason, choose Resume test.
7. The page will then refresh to display a Test resumed banner, and the test sessions will revert to a pending status.
   

Notes:

• If you have a Specific contributor you are testing with, contact them via the message center to let them know that the test is ready again.
• If you wish to cancel the test, you may cancel all pending sessions from the Actions menu on the Sessions tab.

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