If you are using a company computer and/or are on a company network or VPN, it can be that your IT department has applied some restrictions which may:
- prevent you from joining the moderated session.
- interfere with your experience during the session.
- not allow you to install the UserZoom survey's Chrome extension, which may be needed depending on the type of the study.
Due to the above, unless it is absolutely necessary, we recommend that you avoid joining the session:
- connected to a restricted network or on VPN.
- using a company computer (or a remote desktop).
If you cannot avoid using a company computer and/or network, being able to pass the system check (https://tokbox.com/developer/tools/precall/) with no errors is a good indication that you will most probably not experience any issues during the live moderated session.
If you do get any errors, here are some things you can try, if possible:
- A new Chrome profile.
- Another computer.
- Another company WiFi, like for example the Guest WiFi.
- Accessing without the VPN.
- Not to use the remote desktop.
If the above does not help, make sure to inform your Moderator in case the session needs to be rescheduled. In the meantime, we also recommend you reach out to your IT Support. Let them know the URL that you are trying to access and provide them with a screenshot of the error.