If something goes wrong with your test, this article covers the most common issues and what to do.
I accidentally blocked a recording permission
If you blocked a recording permission your test needs, you'll see an error message.
For instructions on resetting it in your browser settings, learn how to reset a blocked permission.
The floating task bar didn't appear
The floating task bar should appear at the start of site navigation and prototype tasks. If it doesn't, try these steps in order:
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Head back to the main test page and select Open instructions to relaunch the task bar.
- Make sure you're using the latest version of your browser. Check for updates in Chrome or Microsoft Edge.
- Allow pop-ups for UserTesting. Open your browser's site settings for UserTesting and allow pop-ups. For instructions, visit Chrome's guide to allowing pop-ups or Microsoft Edge's guide to allowing pop-ups. Then try relaunching the task bar.
- Try the other supported browser. If you started in Chrome, try Microsoft Edge. If you started in Edge, try Chrome.
If you're on a computer managed by your employer or IT team, your browser may be configured to block the floating task bar. The technology it uses is called Picture-in-Picture, and some organizations restrict it. Ask your IT team to allow Picture-in-Picture for the UserTesting site.
I accidentally closed the task bar
If the floating task bar closes during your test, head back to the main test page and select Open instructions.
The task widget will reappear. Select Resume task to reopen the study web page.
I accidentally closed the tab with the study web page
No worries — your recording keeps going!
Head back to the main test page, where you'll find the Task still in progress message. Select Resume task on the task bar, and the web page will reopen in a new tab.
I'm stuck and need help
If none of the steps above resolve the issue, chat with Edison, our virtual assistant, using the chat widget at the bottom of the page. To help us troubleshoot quickly, please include:
- Your browser and its version
- Your operating system (Windows, Mac, etc.)
- A screenshot of your test screen when the issue happens
- Any steps you've already tried