There may be times when a completed test fails to upload successfully. While we understand this can be frustrating, there are steps you can take to prevent this from happening.
Learn more:
- Why isn’t my test under my Test history?
- Why won’t my computer test upload?
- Why won’t my mobile test upload?
- A message says, “Do not close this window”. What will happen if I do?
Why isn’t my test under my Test history?
Most tests upload and complete processing in 20 minutes or less. However, longer tests can take up to 30 minutes to process. While your test is processing, you might notice a “testing in progress” message on your dashboard. If this message doesn’t clear in 30 minutes, please contact our Support team and include the test number in your request.
Why won’t my test upload?
If your test isn’t uploading:
- Check if your device meets our minimum system requirements
- Check your network settings
- Use a wired network connection if possible
- Close all other applications
Check if your device meets our minimum system requirements
Windows
| Component | Minimum requirement |
| Operating system | Windows 10 (64-bit) or later (latest version recommended) |
| Memory (RAM) | At least 8 GB |
| Storage | At least 20 GB free |
| Graphics (GPU) | Intel UHD 620 / Nvidia GTX 950 or equivalent |
| Screen resolution | 1920x1080 |
| Screen ratio | 16:9 |
| Browser | Chrome, Edge, or Firefox (latest version) |
| Upload speed | At least 5.0 Mbps |
Mac
| Component | Minimum requirement |
| Operating system | macOS 12 (Monterey) or later |
| Memory (RAM) | At least 8 GB |
| Storage | At least 20 GB free (SSD preferred) |
| Processor (CPU) | Intel Core i5 / Apple M1 or later |
| Graphics (GPU) | Apple M1 GPU / Intel Iris Plus or later |
| Screen resolution | 1920x1080 |
| Screen ratio | 16:9 |
| Browser | Chrome, Edge, Firefox, or Safari (latest version) |
| Upload speed | At least 5.0 Mbps |
iOS
| Component | Minimum requirement |
| Operating system | Latest two iOS versions |
| Storage | At least 400 MB free |
| Battery life | At least 20% |
Android
| Component | Minimum requirement |
| Operating system | Android 8.0 or higher |
| Storage | At least 400 MB free |
| Battery life | At least 20% |
Check your network settings
Your network settings can cause problems as you're trying to upload your test, so check the following:
Upload speed
You’ll need an upload speed of at least 5.0 Mbps. 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.
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 for uploads or unapproved websites.
An easy way to check for 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.
Use a wired internet connection, if possible.
Wired connections are much stronger than WiFi connections, so if you use a wired connection instead, your video will likely upload successfully.
Close all those other applications.
This includes any background applications, browser windows, or tabs unrelated to UserTesting, and in-progress downloads or updates.
For upload issues on Android devices, we suggest closing the app and then reopening it. This will trigger an automatic check for all failed uploads and a reattempt to upload the video.
A message 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.