If you’re having trouble sharing your screen, using your microphone or camera, or keeping your test recording running, you’re in the right place. This guide walks through the most common fixes on desktop and mobile.
In this article:
Start here first
Before changing any settings, try this first:
- Check that your device meets our system requirements.
- If your test requires a browser extension or mobile app, install the latest version.
- Confirm you’re logged into an account with permission to install browser extensions and enable screen recording. If you’re using a work or shared computer, you may need help from the device owner.
- Close any other browser tabs or apps.
- Try a different internet connection. If your connection slows down or disconnects, it can interrupt your recording.
- Make sure your device is charged or plugged in.
- Restart your browser.
- Restart your device.
If you're using a mobile device
If your mobile test won’t start recording, doesn’t capture your voice, or keeps closing, try these steps:
Using an outdated app can cause issues with starting up the mobile recorder. Open the App Store or Google Play Store and confirm you’re using the latest version of the required app.
A quick restart often fixes recording or upload issues by clearing temporary errors and closing background apps that may be interfering with the recording.
Most mobile recording issues happen during screen recording setup.
Confirm the microphone is turned on before you begin recording. If the microphone is off, your test may record without audio.
For help on how to set up screen recording on your mobile device, please review these help guides:
Reinstalling the app can sometimes fix common issues, like incomplete updates.
- Uninstall the app.
- Restart your device.
- Reinstall the app from your device’s app store.
If you're using a computer
If your test won’t start recording, or you can’t share your screen, microphone, or camera on a computer, try these steps:
Using an outdated browser can prevent your test from starting or cause recording issues.
Update your browser 
Follow your browser’s official guide to check for updates:
Your browser needs permission to use your screen and microphone for recording to work.
You may see a small pop-up near the address bar asking to allow screen or microphone access. If you selected “Block” or closed the pop-up, you’ll need to update your site permissions before the recorder will start. Look for a lock icon in your browser’s address bar to review and change these permissions.
For extra help, follow your browser’s official guide to review and update permissions:
- Chrome website permissions guide
- Firefox permissions guide
- Microsoft Edge permissions guide
- Safari website permissions guide
After updating permissions, refresh the page and try again.
Reinstall the recorder extension
If installed, the recorder extension will appear in your browser’s toolbar near the address bar.
If the extension isn't working:
- Uninstall the extension.
- Restart your browser.
- Reinstall the extension.
- Restart your browser again.
If you need help managing extensions:
Check antivirus or firewall settings
Some antivirus programs or firewall settings can block screen recording. If you use security software, try temporarily pausing it and then continuing with your test.
If that fixes the issue, you can turn your security software back on and add the UserTesting recorder to your list of allowed programs. If you’re using a work device, you may need help from your IT team.
If you're using macOS
On macOS, Apple requires you to grant permission before any browser or app can record your screen or audio. If you receive a system message asking for screen recording access, choose “Allow.”
If the recorder still won’t work, open System Settings (or System Preferences) and look for the Privacy or Security section. From there, make sure your browser is allowed under Screen Recording and Microphone. For some tests, you may also need allow Camera access.
Follow Apple’s official guides to manage these access settings for your web browser:
After applying these changes, you'll likely need to restart your browser.
If your recording freezes or crashes
Some of the steps below may interrupt your current test. If that happens, you may not be able to return to it. While that can be frustrating, fixing the issue now can help prevent the same problem in future tests.
- Refresh the page.
- Close any extra tabs or apps.
- Restart your browser.
- Restart your computer.
- Reinstall the browser extension.
- Check for browser or operating system updates.
If this happens often, confirm your device meets our system requirements and that no background apps are using a lot of your device's memory.
- Close the app completely.
- Open it again and check for updates.
- Restart your device.
- Delete and reinstall the app if the problem continues.
If the app closes during a test, you may not be able to return to that test. Restarting your device or reinstalling the app usually prevents it from happening again.
If screen sharing isn’t working in a Live Conversation
Customers might ask you to share your screen during a Live Conversation.
If screen sharing isn't working when you meet with the moderator, let them know right away!
If your Live Conversation is taking place over Zoom, review Zoom’s guide for sharing your screen:
Share your screen in a Zoom meeting
Still need help?
If you’ve tried the steps above and you’re still having trouble, please contact Support and include:
- Your device model
- Your operating system version
- Your browser version
- Screenshots of any error messages
Not sure where to find this? You can usually see your operating system version in your device settings and your browser version in your browser’s settings menu.