Overview
This article will serve as a troubleshooting guide to assist Moderators in supporting Respondents when a session does not have a live support agent assigned.
When respondents are seated, troubleshooting may be required if their audio and video do not function properly. Moderators should make sure respondents have closed all excess tabs and unnecessary applications, any videoconferencing applications such as Teams or Zoom, as well as disabled any corporate firewalls or VPNs.
If the respondent cannot be heard in the live meeting room, the moderator may advise the respondent to check their device settings in the settings modal in the bottom right corner of the screen.
If the audio issue is not resolved through the settings modal, the moderator may initiate a phone bridge with the respondent by clicking the phone icon located on the participant list next to the respondent's name. The respondent will receive a call on their mobile device and will be required to press 1 after listening to a short message.
If the respondent cannot be seen in the live meeting room, the first step is having them check to see if the correct webcam has been selected in the settings.
If the video still is not working, the moderator can suggest that the respondent reboot their computer and try again. If that does not work, the moderator can suggest the respondent try another browser. Chrome, Firefox, and Edge are the supported browsers for the Discuss Live Meeting Room.
If the respondent can be seen and heard but there is lag in the video and audio, moderators should check the respondent's MOS score in their user details.
If the score is below a 3 for focus group discussions or a 2 for IDIs, moderators can remind the respondent to close every extra tab and program they have open and suggest that the respondent adjust their video stream quality to low in the settings modal.
Alternatively, establishing a phone bridge with the respondent will secure their audio line and alleviate some of the demand on their network, helping to stabilize their video stream.