FAQ: UserTesting Screen Recorder

Last Updated: Jun 06, 2017 10:32AM PDT

Our UserTesting screen recorder allows you to take tests on your computer. It will record your computer screen and voice as you go through the tasks. This FAQ article will help you get started with taking tests on your PC or Mac, and hopefully address any questions you might have! 

Q1. Why isn't the screen recorder installing?

Q2. Why isn't the screen recorder launching?

Q3. My screen recorder crashed and/or froze. What do I do?

Q4. Why did the screen recorder disappear when I started the test?

Q5. The test URL doesn’t launch, what do I do next?

Q6. Why isn’t my video uploading?

Q7. Why isn't the microphone picking up my audio?


Q1. Why isn't the screen recorder installing? 

Please make sure your computer meets the minimum system requirements needed to install the UserTesting screen recorder:

 
PC:
Operating system: Windows 7, 8 or 10.
Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.
Free disk space: At least 7 GB of free disk space.
Browser: Internet Explorer 11, Firefox 45, or Chrome 49.
 
Mac:
Operating system: OS X 10.7 or higher
Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.
Free disk space: At least 7 GB of free disk space.
Browser: Firefox 45, Safari 8, or Chrome 49.


Next, in order to install the software, you'll need to have administrator access on your computer. Not having administrator access will prevent you from being able to install the screen recorder and/or perform tests. 

Once you've confirmed that you meet all of these requirements, please download the installation file appropriate for your system and try installing it again:

Windows

Mac OS X

 

Q2. Why isn't the screen recorder launching?

You’ve gone to your tester dashboard and you see a test that you really want to complete.  You accept the test and your screen recorder won’t launch.  What now!?

Well, here’s what we recommend you do so you can get that screen recorder up and running and that test completed. You can try these one at a time or all together.  There is no particular order to this list, so try these in any order you’d like. 


If you're on Mac or Windows:
• Ensure that you're logged into an admin account.
• Make sure that your antivirus isn't interfering with the screen recorder.
• Try launching the screen recorder in a different browser.

If you're experiencing prolonged technical issues with your UserTesting Screen Recorder, you may need to reset UserTesting from scratch by deleting and reinstalling the app. Doing so should reset your settings and resolve any unusual technical errors. Don't worry, uninstalling will only remove the app and its settings from your PC/Mac.

How to uninstall the UserTesting application on your PC:
Delete the Folder

  1. From your home screen, press the menu button and select File Explorer.
  2. Select Documents.
  3. Right click the UserTesting folder.
  4. Tap the Delete button and Empty your Recycle Bin.

Uninstall the Software

  1. Search within Windows “Uninstall” and Programs and Features should appear.
  2. Click on this option.
  3. Scroll down to where it says UserTesting.
  4. Right click the application that says UserTesting and tap uninstall. 

Installing

  1. Go here and install the UserTesting application.
How to uninstall the UserTesting application on your Mac:

Delete the Folder

  1. Tap on your Library icon in your dock.
  2. Select Usertesting folder.
  3. Drag the UserTesting folder to the trash.
  4. Then empty the trash.

Uninstall the Software

  1. Tap on your Finder icon in your dock
  2. Click on the Applications folder.
  3. Scroll down to where it says UserTesting Recorder.
  4. Drag the application to the Trash icon.
  5. Then empty the Trash.

Installing

  1. Go here and install the UserTesting application.

If you’re still running into problems after doing these steps please try restarting your computer.




Q3. My screen recorder crashed and/or froze. What do I do?


If for some reason our app freezes while you're taking a test it could be for a number of reasons.  One of the common is if you’re running the app on a Mac and you have apps running in the background that snap your windows to a specific location. The following apps have been identified as apps that can cause our app to lock up:

BetterSnapTool, Magnet, SizeUp, Moom, Divvy, HyperDock, AdBlock Plus and Monosnap

Some other applications that have been identified to cause similar behavior are:

CleanMyMac 3, Kaspersky Anti-Virus, RescueTime, and other security software

One way to get around this issue if you’re not running these apps is to make sure you revoke all accessibility permissions before
initiating a test session. You can do that by going to Preferences -> Security & Privacy -> Accessibility.

If you’re on a PC the most common reasons we 
see these freeze is due to some antivirus software running. The most commons ones are:
Kaspersky Anti-Virus, Norton, MacAfee, and other security software

If you don’t have any of these applications on your machine and are running into issues please go here and us your logs. It’ll give our engineering the information needed to investigate the issue.



Q4. 
Why did the screen recorder disappear when I started the test?

If your browser is in full screen mode, the screen recorder will be under it.  We recommend that you don’t use full screen mode when testing so customers can see what task you are on when they watch your video.

 

Q5. The test URL doesn’t launch, what do I do next?

When this happens you can find the test URL by clicking on the "?" symbol button.



Then choose the option that says: "The website or app didn't open."



Now copy/paste or type in the URL that is listed and test away!

 

Q6. Why isn’t my video uploading?


Unfortunately, not all videos upload. However, there are things that you can do to make sure that your videos successfully upload into our system and onto the customer’s dashboard. Follow these easy steps:
 
1. Double-check to confirm that your computer meets the minimum system requirements.
 

PC:
Operating system: Windows 7, 8 or 10.
Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.
Free disk space: At least 7 GB of free disk space.
Browser: Internet Explorer 11, Firefox 45, or Chrome 49.

Mac:
Operating system: OS X 10.7 or higher
Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.
Free disk space: At least 7 GB of free disk space.
Browser: Firefox 45, Safari 8, or Chrome 49.


2. Temporarily disable your anti-virus software. This can keep your uploads from reaching us.

4. Use a wired internet connection!  DO NOT ATTEMPT TO UPLOAD VIDEOS TO US OVER A WiFi CONNECTION. 

5. Lastly, 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.


Q7. Why isn't the microphone picking up my audio?

Did you make sure that your microphone was plugged in BEFORE you clicked "Accept this Test"? The Audio Test will not properly detect your microphone if it is plugged in AFTER you accept a test.
 
You can also double-check your microphone connections and settings and do a quick test recording to confirm that things are working on your end. For PCs, you can use Microsoft Sound Recorder (Start > Programs > Accessories > Sound Recorder). For Macs, you can check your input level by going to Apple > System Preferences > Sound > Input. If you have multiple audio inputs, only have your microphone plugged in and be sure that your microphone is selected.

After your quick test recording, try again. If the Screen Recorder still does not recognize your microphone, please contact support@usertesting.com for assistance. You will not be paid for test recordings with no audio.



Q9. I have a “Test in Progress” message on my dashboard even though I’m not taking a test. How do I remove it from my dashboard?

If you see a "Testing in progress..." on your dashboard, that means that our system thinks you're still taking a test. Our system will automatically release you once you reach the test's time limit.  


 

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