Troubleshooting: Slow or weak internet connection

Use these steps to troubleshoot slow or weak internet connections.

Plan Availability: All Plans
👥 User roles: Owner, Admins, Researchers, and Collaborators
For more information, see our article on how to find your plan and user role.



  1. Run a speed test at Recommend speeds:
    • At least 25-30 Mbps for download
    • At least 10-12 Mbps for upload
  2. Try the following:
    • Can you move closer to their WiFi router?
    • Do you have an Ethernet cable instead of using wireless?
    • Can you try with another WiFi network?
    • Are you are using a VPN? Can you try without it?
    • Are you using a mobile device? If you are, try switching to mobile data. (Participants and Observers only)
  3. Run this diagnostic test.
  4. If the connection isn't the problem, it may be the computer.



If your participant is experiencing this issue, give them this link.


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