Use this guide before you launch your first Moderated study to check your tech. Learn more about Moderated studies in this UserZoom Academy course.
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Things to check
Answer these questions before your first session:
Can you connect from your company network?
- Moderated studies need access to specific domains and ports.
- Verify that your IT team has whitelisted domains and opened necessary ports.
Is your connection strong enough to run a session?
- Test your internet speed using https://www.speedtest.net/.
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Recommended speeds are:
- 25-30 Mbps for downloads
- 10-12 Mbps for uploads
Can your computer handle running a session?
If you're having speed issues:
- Close unneeded browser tabs
- Close unneeded programs or apps
- Try restarting your computer
Did you run a practice session outside of your company network?
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This test verifies that:
- Your network is not blocking access to the session
- Your headset and camera work with Chrome/Firefox.
- Network requirements are the same for participants.
- We recommend participants use a personal device or device not connected to a VPN.
Troubleshooting
Connection
- Try a different WiFi network.
- Disconnect from VPN, if possible.
- Leave the session and come back.
- For mobile studies:
- Make sure the participant’s mobile device:
- Is connected to WiFi.
- Has a 4G connection (or better) with full signal.
- Turn off WiFi, and use the device's mobile network (if available).
- Ask participants to stay in one location during the session to avoid dropouts.
- Make sure the participant’s mobile device:
Software
- Close any unnecessary software. Software consumes computer memory, and this could be an issue for a computer with limited resources.
- Make sure you are running the latest version of Google Chrome/Firefox.
- Avoid having more than a couple of browser tabs open. Browser tabs consume a lot of resources. It is important to keep open tabs to a minimum.
Hardware
- Verify your computer has a working speaker and microphone. For the best experience, use a headset with a built-in microphone.
- Turn off the camera if not required for the study.
- Restart your computer.
If all else fails...
Take this test to help find issues: https://tokbox.com/developer/tools/precall/.
Still need help?
Have no fear, we're here for you! Open a ticket with us that includes:
- The output of the test (Click Save this data as simple text at the end of the test results).
- A screenshot of the error message that shows the whole browser window.
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