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 ensure we can collect your feedback and pass it along to the customer.

We've shared a few of the most common questions about upload issues:

• 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 standard 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.

Please note that Live Conversations take longer to upload. If you're still waiting for your Live Conversation to show up under your Test history after 2 hours, please contact Support. 

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
• 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 
• Safari (current version only)
• Upload speed: At least 3.0 Mbps
• Maximum screen resolution: 1920x1080
• Screen ratio: 16:9

2. Check your network settings to make sure  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 turn off any firewalls on your network; firewalls can slow down or stop the upload process.
  

   Some public WiFi 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 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. 
  
  

3. 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. 

4. Close all those other applications you have running.

This includes any background applications and additional browser windows or tabs that are not UserTesting-related.

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:

If this happens on your Android device, 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.

1. Double-check 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 something isn’t blocking your upload

• Upload speed: You’ll need an upload speed of at least 3mbps. If your upload speed is too low, contact your Internet service provider.

• Firewalls: Temporarily turn off any firewalls on your network; firewalls can slow down or stop the upload process.
  
  Some public WiFi 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 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.
  
  

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.

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.