There may be times when a completed test doesn't upload successfully. While we understand that this is frustrating, there are steps you can take to make sure that we can collect your feedback and pass it along to the customer.
We've shared a few of the most common questions we've received about the status of completed tests, to help you resolve any issues you experience.
- 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 my Test history?
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, 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 Test history tab after 2 hours, please reach out to our support team.
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.
UserTesting Browser Recorder
Windows
- Operating system: Windows 7, 8, 10, or 11
- Memory: At least 1 GB of total RAM and 600MB of available RAM.
- Free disk space: At least 7 GB of free disk space.
- Browser: Chrome
- Upload speed of at least 3.0 Mbps
Mac
- Operating system: OS X 10.7 or higher
- Memory: At least 1 GB of total RAM and 600MB of available RAM.
- Free disk space: At least 7 GB of free disk space.
- Browser: Chrome
- Upload speed of at least 3.0 Mbps
Seamless Desktop Recorder
Windows:
- Operating system: Windows 7, 8, 10, or 11
- Browser: Chrome, Firefox, Edge (current and previous version)
- Upload speed: At least 3.0 Mbps
- Maximum screen resolution: 1920x1080
- Screen ratio: 16:9
Mac:
- Operating system: OS X 10.15 or higher
- Browser:
- Chrome, Firefox, Edge (current and previous version)
- Safari: Versions 14.0-15.3 only
📌 We're currently unable to support Safari 15.4. - Upload speed: At least 3.0 Mbps
- Maximum screen resolution: 1920x1080
- Screen ratio: 16:9
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 3.0 Mbps. 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: If you're accessing UserTesting from an office setting, you may find that your 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.
📌 Please note that we are unable to provide payment for tests that don't reach our customers.
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.
1. Double-check to confirm that your mobile device meets our minimum requirements:
iOS
Operating system: Two latest versions
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 10.0 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. 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: Contributors 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.
📌 Please note that we're unable to provide payment for tests that don't reach our customers.
There’s a message that says, “Do not close this window”. What will happen if I do?
Please don't close any windows or screens until you see a message that your recording has successfully uploaded. You'll lose your recording if you close any windows or screens before this message appears on your screen.