The UserTesting Screen Recorder allows you to take tests on your computer. The software will record your computer screen and your voice as you go through the tasks. Below are some common questions and basic troubleshooting steps.
Q1. Why isn't the screen recorder installing?
Q2. Why isn't the screen recorder launching?
Q3. My screen recorder crashed and/or froze. What do I do?
Q4. Why did the screen recorder disappear when I started the test?
Q5. The test URL doesn’t launch, what do I do next?
Q6. Why isn’t my video uploading?
Q7. Why isn't the microphone picking up my audio?
Q1. Why isn't the screen recorder installing?
Please make sure your computer meets the minimum system requirements needed to install the UserTesting screen recorder:
Windows:
Operating system: Windows 7, 8 or 10.
Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.
Free disk space: At least 7 GB of free disk space.
Browser: Chrome, Firefox, Edge (most recent version suggested).
Mac:
Operating system: OS X 10.7 or higher
Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.
Free disk space: At least 7 GB of free disk space.
Browser: Chrome, Firefox, Safari (most recent version suggested).
Next, in order to install the software, you'll need to have administrator access on your computer. Not having administrator access will prevent you from being able to install the screen recorder and/or perform tests.
Once you've confirmed that you meet all of these requirements, please download the installation file appropriate for your system and try installing it again:
Q2. Why isn't the screen recorder launching?
If you accept a test through your dashboard and our screen recorder doesn’t launch, we recommend the following:
- Ensure that you're logged into an admin account.
- Make sure that your antivirus isn't interfering with the screen recorder.
- Try launching the screen recorder in a different browser.
If you're experiencing prolonged technical issues with your UserTesting Screen Recorder, you may need to reset UserTesting from scratch by deleting and reinstalling the application. Doing so should reset your settings and resolve any unusual technical errors. Don't worry, uninstalling will only remove the app and its settings from your computer and will not affect your completed tests.
How to uninstall the UserTesting application on your Windows computer:
Delete the Folder
- From your home screen, press the menu button and select File Explorer.
- Select Documents.
- Right click the UserTesting folder.
- Tap the Delete button and Empty your Recycle Bin.
Uninstall the Software
- Search within Windows “Uninstall” and Programs and Features should appear.
- Click on this option.
- Scroll down to where it says UserTesting.
- Right click the application that says UserTesting and tap uninstall.
Installing
- Click here to install the UserTesting Screen Recorder for Windows.
How to uninstall the UserTesting application on your Mac:
Delete the Folder
- Open Spotlight Search (click magnifying glass icon, or use keyboard shortcut command-space)
- Type "~/Library"
- Select Usertesting folder.
- Drag the UserTesting folder to the trash.
- Then empty the trash.
Uninstall the Software
- Tap on your Finder icon in your dock
- Click on the Applications folder.
- Scroll down to where it says UserTesting Recorder.
- Drag the application to the Trash icon.
- Then empty the Trash.
Installing
- Click here to install the UserTesting Screen Recorder on Mac.
If you’re still running into problems after doing these steps, please try restarting your computer.
Q3. My screen recorder crashed and/or froze. What do I do?
If our recorder freezes while you're taking a test, it could be due to the following reasons. The most common reason is if you’re running the recorder on a Mac and you have other applications running in the background that snap your windows to a specific location. The following applications have been known to cause our recorder to freeze:
- BetterSnapTool
- Magnet
- SizeUp
- Moom
- Divvy
- HyperDock
- AdBlock Plus
- Monosnap
- CleanMyMac 3
- Kaspersky Anti-Virus
- RescueTime
- and other security software
One way to get around this issue if you’re not running these applications is to make sure you revoke all accessibility permissions before initiating a test session. You can do that by going to Preferences -> Security & Privacy -> Accessibility.
If you’re on a Windows computer the most common reasons we see freezing is due to some antivirus software running. The most commons ones are:
- Kaspersky Anti-Virus
- Norton
- MacAfee
- and other security software
Q4. Why did the screen recorder disappear when I started the test?
If your browser is in full screen mode, the screen recorder will be hidden behind it. We recommend that you don’t use full screen mode when testing so customers can see what task you are on when they watch your video.
Q5. The test URL doesn’t launch, what do I do next?
When this happens you can find the test URL by clicking on the ? symbol button. Then choose the option that says: "The website didn't open."
Now copy/paste or type in the URL that is listed and proceed with your test. If you are unable to find the test URL, please report a problem.
Q6. Why isn’t my video uploading?
There are things that you can do to improve the chances of your videos successfully uploading into our system. Follow these easy steps:
- Double-check to confirm that your computer meets the minimum system requirements.
Windows:
Operating system: Windows 7, 8 or 10.
Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.
Free disk space: At least 7 GB of free disk space.
Browser: Chrome, Firefox, Edge (most recent version suggested).
Mac:
Operating system: OS X 10.7 or higher
Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.
Free disk space: At least 7 GB of free disk space.
Browser: Chrome, Safari, Edge (most recent version suggested).
- Temporarily disable your anti-virus software. This can keep your uploads from reaching us.
- Use a wired internet connection whenever possible.
- Lastly, close all those other applications you have running. This includes any background applications and any additional browser windows or tabs that are not UserTesting-related.
Q7. Why isn't the microphone picking up my audio?
Please make sure that your microphone is plugged in BEFORE you click "Accept this Test". The Mic Check will not properly detect your microphone if it is plugged in AFTER you accept a test.
You can also double-check your microphone connections and settings and do a quick test recording to confirm that things are working on your end.
- For Windows computers, you can use Microsoft Sound Recorder (Start > Programs > Accessories > Sound Recorder).
- For Macs, you can check your input level by going to Apple > System Preferences > Sound > Input. If you have multiple audio inputs, only have your microphone plugged in and be sure that your microphone is selected.
After your quick test recording, try again. If the Screen Recorder still does not recognize your microphone, please contact Support for assistance.
Q8. I have a “Test in Progress” message on my dashboard even though I’m not taking a test. How do I remove it from my dashboard?
If you see "Testing in progress..." on your dashboard, that means that our system thinks you're still taking a test. Our system will automatically release you once you reach the test's time limit.