Technical issues on mobile devices

We provide participants with tips and instructions to help them get started smoothly, but please keep in mind that a slow or unstable internet connection is often the root cause of problems. If you or your participants run into difficulties, checking the internet connection is a good first step before trying other solutions.

Screen freezes, no video or no sound

Possible causes:

• The phone’s operating system is outdated and not compatible with the app.
• The participant is using an iPhone with stricter default settings.
• Permissions for microphone, camera, or screen sharing are not properly enabled.
• An unstable internet connection may cause lagging or loss of audio/video.

Possible solutions:

1. Ask the participant to check if their operating system is up to date and the latest version of the User Sense app is installed.
2. Have the participant go to their phone settings → Apps → User Sense → Permissions to ensure camera, microphone, and screen sharing are allowed.
3. It may help to fully close the User Sense app and reopen it.
4. Check whether other apps are running that could block the camera or microphone (e.g. Teams, WhatsApp, Zoom).
5. Advise the participant to sit as close to the router as possible or switch to a more stable connection (such as 4G/5G or wired internet via an adapter).

Screen sharing does not work

Possible causes:

• The phone’s operating system is outdated.
• On iPhones, after enabling screen sharing, the tester must tap the screen again to actually start the display.
• Insufficient permissions have been granted for screen sharing.
• An unstable internet connection can interrupt or prevent screen sharing.

Possible solutions:

1. Ask the participant to check whether the operating system and the User Sense app are up to date.
2. Verify that the participant, when activating screen sharing on iOS, has tapped the screen again to start the display.
3. Have the participant check in the phone settings whether screen sharing permissions are enabled.
4. Ask the participant to restart the app and try screen sharing again.
5. Ensure a stable internet connection by staying close to the router or switching to mobile internet if WiFi is weak.

Technical issues persist

In case the steps described above do not work, you may cancel the session free of charge. To do so, please send an email to support@usersense.com in which you mention the session ID as well as a description of the issue. Learn more about our replacement policy for dropouts on this page.