Testing with participants on corporate computers and/or networks

On this page:

• Participants who cannot install the UserTesting browser extension
• Participants who cannot use the Chrome browser
• Participants who don’t have a microphone
• Participants who cannot share their screen
• Participants in restricted networks
• Participants on virtual desktops and virtualized hardware
• Participants with Picture-in-Picture is blocked on their device

Participants who cannot install the UserTesting browser extension

On some work computers, installing browser extensions is restricted which can prevent participants from participating in Think-out-loud tests and Interaction tests.

What to do: Enable Testing without a browser extension setting at the test level.

Note: Removing the extension removes one barrier. If participants are still experiencing issues, there could be another setting that is blocking them. Please refer to Testing without a browser extension: Troubleshoot the floating taskbar for more information.
 

Participants who cannot use the Chrome browser

Here are the browsers participants can use depending on the test type:

Participants who don’t have a microphone

Think Out Loud tests require a working microphone, and participants without one are blocked at the pre-study checklist. This comes up most often with frontline, in-branch or on-site staff using shared or basic company hardware.

If this could be an issue, in your invite to the test, make sure to state the microphone requirement, so nobody discovers this when they get blocked at the pre-study checklist. 

If part of your audience has no microphone, consider running an Interaction test alongside your Think-out-loud test. Interaction tests need screen sharing only, and no microphone.

1. Duplicate your Think-out-loud test and then change the duplicate to an Interaction test.
2. Adapt the Interaction test so that you can still collect the feedback you need given that these participants won’t be thinking out loud.
3. Invite your participants
   • If you already know which of your participants have a microphone, and which don't, send them the appropriate link directly. 
   • If you don't, send both links and include a short explanation for each  so that participants can pick the right link based on their device.

Participants who cannot share their screen

Not an issue on Surveys as the participant's screen isn't recorded.

Some computers require the browser to be permitted to record the screen at the operating system level. On macOS this is System Settings › Privacy & Security › Screen & System Audio Recording. On a managed device this may be controlled by IT.

Participants in restricted networks

On tightly controlled corporate networks, a firewall, proxy or VPN can block traffic that a UserTesting test depends on. When that happens, participants typically get through the first task and then hit an error page, because the session upload is being blocked rather than the test itself.

Signs this is what's happening:

• Participants reach task 1 and then see a general error page
• Sessions stall while uploading, or never upload
• The problem affects everyone on the same corporate network, and nobody outside it

What to do: Contact UserTesting Support. We'll work with your IT team on what needs to be allowed for sessions to upload successfully.
 

Participants on virtual desktops and virtualized hardware

Testing inside a virtual desktop environment such as Citrix is possible, but two things are worth knowing:

• Virtual cameras and microphones can behave unpredictably. In some Citrix configurations the device check reports a successful camera even though no video is being captured. If the camera preview is empty, treat the check as unreliable and don't rely on webcam capture for that participant.
• Virtual desktop platforms may block screen, microphone or camera access outright, independently of the browser. Where that's the case, this setting won't change the outcome, and the participant's IT team needs to permit access.

What to do: If you're planning a study with a virtual-desktop audience, preview the test on a representative setup before recruiting at scale.
 

Participants with Picture-in-Picture is blocked on their device

Some organizations block Picture-in-Picture at browser-policy level, often to stop staff using it for video streaming. This can impact Think-out-loud and Interaction test without the extension which include Navigation or Figma tasks. For more information see Testing without a browser extension: Troubleshoot the floating taskbar (steps 5 and 6).