FAQ: Upload Issues

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 my Test history?
• 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 standard 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 don't see your Live Conversation 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 these troubleshooting steps to make sure that your computer and internet connection meet our requirements:

1. Double-check that your computer meets our minimum system requirements.

UserTesting Browser 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; firewalls can slow down or stop the upload process.
  

  NOTE: Some public Wi-Fi hotspots have firewalls that might prevent you from uploading or downloading content. 

• Antivirus software: Temporarily turn off any antivirus software; this 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 contacting your IT department about any restrictions they might have in place for uploads or unapproved websites.

  TIP: An easy way to check for these types of network restrictions is to disconnect from your company's network (for example, a guest network) and then see if you're still having problems uploading your video. 

3. Use a wired internet connection, if possible.

Wired connections are much stronger than WiFi connections, so if you use a wired connection instead, there's a higher chance that your video will upload successfully. 

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.

 NOTE: We're unable to provide payment for tests that don't reach our customers, so make sure to follow as many of these troubleshooting tips as possible before taking your next test. 

Why won’t my mobile test upload?

If your mobile test isn’t uploading, please try the troubleshooting steps to make sure that your mobile device and internet connection meet our requirements:

TIP: If this happens on your Android device, we suggest closing the app completely and then reopening it. This will trigger an automatic check for all failed uploads and a reattempt to upload the video.

1. Double-check that your mobile device meets our minimum requirements.

iOS

• • • Operating system: iOS 14 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 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 turn off any firewalls on your network; firewalls can slow down or stop the upload process.
  
  NOTE: Some public Wi-Fi hotspots have firewalls that might prevent you from uploading or downloading content. 

• 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 contacting your IT department about any restrictions they might have in place for uploads or unapproved websites.

  TIP: An easy way to check for these types of network restrictions is to disconnect from your company's network (for example, a guest network) and then see if you're still having problems uploading your video.

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.

 NOTE: We're unable to provide payment for tests that don't reach our customers, so make sure to follow as many of these troubleshooting tips as possible before taking your next test. 

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. 

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