Overview
In this article, you will learn about how premier live tech support works, how to support your own sessions if your project does not include live tech support, including a step-by-step guide on joining respondents and observers to your session, troubleshooting techniques for any issues that may arise and steps to resolve common issues. Also, how to ensure that your session is being recorded and how to close the room when the sessions end.
All users need to meet our system requirements.
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Click here for Observer troubleshooting.
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Your Discuss tech support agent
If you purchased Premier Live Tech Support, your support agent will be available for the initial session set-up to ensure that all participants have:
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Joined the discussion in the proper role
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Met system requirements
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Great audio and video
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A stable connection
The agent will join the session 30 minutes prior to start time, invite/troubleshoot all participants, start the recording, and then monitor the session for any issues for the first 10 minutes or until the agent is satisfied the issues have stabilized. After that point, please click the Help button in the bottom right of your screen and a support agent will join the room. The support agent will contact you via the backroom chat rather than interrupt the session.
Supporting Your Own Session
If you did not purchase premier live tech support, you are responsible for:
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Ensuring all respondents join the meeting room on time, using a supported browser and device
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Troubleshooting participants audio, video, and connection issues.
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Turning recording on
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Ending the live meeting
Joining the Meeting Room
Moderators must be added as collaborators to the project to be able to join the live meeting room in the moderator role. If you are met with an unauthorized warning, reach out to the project owner so you can be added as a collaborator and granted meeting room access.
You should join with:
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The latest version of Chrome (preferred), Firefox, or Microsoft Edge
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Earbuds or headset with microphone to optimize audio recording and reduce echo and feedback
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The moderator link only, which looks like this (suffix is an m): https://app.discuss.io/######/m
Joining Respondents to the Meeting Room
Moderator will invite the respondents into the room by using the participation list button in the far left corner of the page:
And then clicking the plus sign next to the participant's name:
At any time you can review the participant's details by clicking on their name and a modal with their connection score (0-5), browser type, operating system, screen size, devices, video rate and frame rate, audio rate, packet loss information, and available devices will be available to help you troubleshoot:
Connection Issues
If the respondent has minor audio or video issues, ask them to refresh their own browsers first.
If browser refresh doesn't work, open the participant list view from the bottom left corner. You can reset the connection by using the refresh button for the respondent or yourself. (You can also refresh observers and translator line.) You can also control all microphones and cameras in use.
You can also ask them to help mitigate connection issues by:
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Removing other devices near them from the shared wifi
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Turn off any bandwidth-consuming apps or programs
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Moving closer to their router
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Hardwiring into their router
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Restarting their computer and then rejoining the room in Incognito Mode
Inviting Observers
Observers will be kept on a waiting page while the session setup is taking place. They will not see or hear what's happening in the main room but can use the chat panel as normal. When the moderator is ready to start the session, the observers must be invited in with the press of one button. After this button is pressed, all observers will join the meeting room directly:
Recording
To turn recording on, click the Recording button in the upper right of the meeting room. The button will say Recording On with a red camera icon when the room is recording. If it is not on, a warning message will appear every three minutes. Recording on will also activate the Save Moment button.
Using Phone Audio
If you need to switch yourself to phone audio due to computer audio issues:
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Click on the settings icon in the lower right and enter your phone number.
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Click CALL ME and wait for a call from Discuss (866-557-6716).
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Enter the PIN you see in the lower right corner and # sign and you will be joined to the room.
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You may also dial yourself in from your handset using Show dial-in instructions and selecting the number for your country.
If you need to switch the respondent to phone audio, you can instruct them to follow the same instructions as above by clicking on the settings button from the lower right corner of their screen. Alternatively, you can dial them in by clicking the phone icon next to their name in the participant list. They have entered their phone number when joining and the modal will auto-populate.
Step 1: Click the phone icon
Step 2 Click call
Step 3: The platform will automatically mute their web audio when the call connects. You can then continue the session with web video and phone bridge audio.
If the respondent is experiencing significant video lag or freezing, you may close their camera in the participant list and complete the discussion in audio-only.
Ending the Session
When you are finished and ready to close the session, you can dismiss all participants, close the room, and activate video processing by selecting the (1) End/Exit button from the upper right and then (2) End for Everyone.
Learn how to manage and troubleshoot your own interviews without live tech support in 4 minutes.