Troubleshooting

Overview

Below are a couple of our most commonly asked troubleshooting questions.

Included in this Article

• Moderator Troubleshooting
• Observer Troubleshooting
• Participant Troubleshooting

Moderator Troubleshooting

• The moderator is getting a “Connection Failed” message (Live or Video)
  Often, you can still continue to moderate your Conversation even if this message is visible as it can indicate just a brief internet disconnection. But you can try the following steps as well:
  
  • Ensure you are using an approved browser.
  • Refresh your browser
  • Use a hard wired internet connection, if possible
  • Disconnect from VPN, if applicable.
• You are running behind in a Live Conversation and it will run over the allotted time (Live)
  • You have a 1 hour grace period after your session end time passes, but note that we will often see a decline in participation after the time participants are expecting the session to end
  • Send a message to participants towards the session end time letting them know you will be running over and encouraging them to stay for a few more questions
• Not all participants are responding to the questions that are sent (Live)
  • This is likely that the question timers are running out before participants can respond. Hover over the upcoming questions in the discussion guide side panel on the left hand side and click the pencil to increase the amount of time allotted for future questions.

Observer Troubleshooting

• An observer did not receive their invitation email. (Live, Flex or Video)
  • As a moderator, click “Share” at the top right and make sure the individual’s domain is listed
  • Make sure the observer is using their work email to login that has the same domain that is listed under "Share"
  • Ask the observer to reset their password, in the event that they already have an account.
• An observer was able to access their invitation email, but was not able to (Live, Flex or Video)

• • Send the following troubleshooting steps to the observer:
    • Please check your Spam folder for their confirmation email
    • We recommend accessing the platform using the most up to date version of Google Chrome, if possible. If not, use Firefox, Safari, or Edge. Note that Remesh does not explicitly support any browsers not listed here.
    • If you are accessing on a VPN, try logging off the VPN and accessing again.
    • If none of the above works, we recommend trying on a different device and/or browser.

• An observer is experiencing unexpected behavior in the platform while utilizing Google translate (Live, Flex or Video)
  • As this is a 3rd party extension, we cannot control how it might react with our platform. As an alternative, someone else on the conference line can share their screen and walk through the data.

Participants

• A few participants are unable to access the conversation or are experiencing issues within the platform (Live, Flex or Video)

  • Communicate the following (outside the platform) to those participants who have reached out
    • Use Google Chrome to access the session if possible. If not, use Firefox, Safari, or Edge. Note that Remesh does not explicitly support any browsers not listed here.
    • Try to use the newest version of these browsers to ensure the best experience
    • If participants are still having issues connecting to the platform, it could be that Remesh is blocked by their network. Ask participants to log off of VPN (if applicable) or join on their phone
    • Using a wired connection instead of wifi can sometimes help with connectivity issues
  • If none of the above works, you can direct the participant to access the conversation on a different device. Note that this will appear as two separate participants in the data downloads.

• Participant received a "It looks like this link has already been accessed on another device."  (Live, Flex or Video)

  • Participants see this message if they clicked a link and they are not able to join the Conversation because their unique link had been accessed on a different device. Let the participant know that they need to access the link on the original device they accessed on. 

  • If they did not access the link on a different device, you can navigate to your Audience page, export additional links and share a new link with the participant. 

• The majority of participants are experiencing difficulty accessing the conversation (Live, Flex or Video)

  • If it's a Live Conversation, send a message to the participants in the platform who have successfully accessed the conversation letting them know you’re waiting for a few more individuals to join

  • If you are utilizing Remesh for recruitment, reach out to your Remesh Project Manager for more information.

  • If you are recruiting on your own, check that the base of the unique links sent to participants matches the link on the “Audience” tab of the conversation. Base link example is underlined below. If the link does not match, send the correct link.

    • https://live.remesh.chat/p/c1babf02-0ae8-44c4-9407-ad8756e55d84

• A participant is being rude or unruly (Live, Flex or Video)

  • It’s very rare that you will encounter a participant who is being inappropriate, profane, or derailing the conversation. If you do see this behavior, you can reference this guide.

If you’re running into a situation outside those mentioned above, or have exhausted resources you can reach out to the Customer Success team here.