There may be certain scenarios where a completed test doesn't upload successfully. While we understand that this is frustrating, there are things you can do to make sure that your tests are given the best chance of making it successfully into our system and onto the customer’s dashboard.
Why isn’t my test under “Completed Tests”?
Why won’t my computer test upload?
Why won’t my mobile test upload?
There’s a message that says, “Do not close this window”. What will happen if I do?
Why isn’t my test under “Completed Tests”?
Most unmoderated tests upload and complete processing in 20 minutes or less. However, longer tests can take up to 30 minutes to process. During this time, you may see a “testing in progress” message on your dashboard. If your test doesn't appear and the “testing in progress” message doesn’t clear in 30 minutes, please contact our support team here, and make sure to include the test number.
Please note that Live Conversations take longer to upload. If you do not see your Live Conversation appear under your “Completed Tests” tab after 2 hours, please contact our support team here.
Why won’t my computer test upload?
If your computer test isn’t uploading, please try the troubleshooting steps below to make sure that your computer and internet connection meet our requirements.
1. Double-check to confirm that your computer meets the minimum system requirements.
PC:
Operating system: Windows 7, 8 or 10.
Memory: At least 1GB of total RAM and 600MB of available RAM.
Free disk space: At least 7GB of free disk space.
Browser: Chrome, Firefox, or Edge
Mac:
Operating system: OS X 10.7 or higher
Memory: At least 1GB of total RAM and 600MB of available RAM.
Free disk space: At least 7GB of free disk space.
Browser: Chrome, Firefox, or Safari
Note: Always make sure you are running the latest version of your web browser.
2. Check your network settings to make sure that something isn’t blocking your upload.
- Upload speed: You’ll need an upload speed of at least 3mbps. You can check your upload speed here. Contact your Internet Service Provider if your upload speed is too low.
- Firewalls: Temporarily disable any firewalls on your network, as these can slow down or stop the upload process. Some public Wi-Fi hotspots have firewalls in place that may not allow you to upload or download properly.
- Antivirus software: Temporarily disable any antivirus software, as these can block your uploads from reaching us.
- Business network restrictions: Participants accessing UserTesting from an office setting may find that their IT department has blocked or slowed down connections. Try consulting your IT department on restrictions they may have placed on uploads or unapproved websites. You can determine if this is your issue by leaving your company network (for example, a guest network) and seeing if the issue persists.
3. Use a wired internet connection, if possible. Wired connections are much stronger than WiFi connections, so you’ll have a higher chance of success.
4. 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.
After going through all of these steps, you’ve now given your video a great chance of uploading and fulfilling its potential. Please note that we are unable to provide payment for tests that do not reach our customer.
Why won’t my mobile test upload?
If your mobile test isn’t uploading, please try the troubleshooting steps below to make sure that your mobile device and internet connection meet our requirements.
Note: If this was on your Android device and you encounter an upload issue again, we suggest closing out of the app completely and then opening it back up. This will trigger an automatic check for all failed uploads and try to upload the videos again.
1. Double-check to confirm that your mobile devices meets our minimum requirements:
iOS
Operating system: iOS 12 or higher
Memory: At least 400MB of available space on your device
At least 20% battery life when you try to take a test
Android
Operating system: Android OS 5.0 or higher
Memory: At least 400MB of available space on your device
At least 20% battery life when you try to take a test
2. Check your network settings to make sure that something isn’t blocking your upload.
- Upload speed: You’ll need an upload speed of at least 3mbps. You can check your upload speed here. Contact your Internet Service Provider if your upload speed is too low.
- Firewalls: Temporarily disable any firewalls on your network, as these can slow down or stop the upload process. Some public Wi-Fi hotspots have firewalls in place that may not allow you to upload or download properly.
Business network restrictions: Participants accessing UserTesting from an office setting may find that their IT department has blocked or slowed down connections. Try consulting your IT department on restrictions they may have placed on uploads or unapproved websites. You can determine if this is your issue by leaving your company network (for example, a guest network) and seeing if the issue persists.
3. Stay as close as possible to your WiFi router so that your connection is stronger.
4. Close all other apps and streaming services running in the background. This includes pausing any updates or downloads in progress.
After going through all of these steps, you’ve now given your video a great chance of uploading and fulfilling its potential. Please note that we are unable to provide payment for tests that do not reach our customer.
There’s a message that says, “Do not close this window”. What will happen if I do?
To ensure a successful upload, please do not close any windows or screens until you see a message that your recording has successfully uploaded. You will lose your recording if you close any windows or screens before being instructed to do so.