Troubleshooting Embedding or Redirects

Common Issues

Session does not initialize

  • If you are using an iFrame this can be due to quotation marks in incorrect locations through the iFrame source. Check that there are only 2 quotation marks in the code once after src=” and once at the end. All others should be changed to ". Other special characters should also be URLencoded. If changing this does not help contact us for support.

Does not ask for Webcam permission

  • If participants are not being asked to give permission to access their webcam this is likely due to browsers requiring a secure connection for webcam access. The URL must be HTTPS:// and accessing via HTTP:// will not prompt for camera access. If changing this does not help contact us for support.

No webcam detected with connected webcam

  • If participants are not being asked to give permission to access their webcam this is likely due to browsers requiring a secure connection for webcam access. The URL must be HTTPS:// and accessing via HTTP:// will not prompt for camera access. If changing this does not help contact us for support.

Sessions missing from user interface

  • Only sessions that attempted to participate will be recorded. Participants that reached the session but didn’t have a webcam or opted out will not be shown in the user interface and this is the largest cause of missing participants.
  • If participants successfully completed the session and are not appearing in the user interface this could be a bug or a conflict with your survey tool. If you are experiencing this please contact support@crowdemotion.co.uk for assistance.

Known Bugs

Currently no reported bugs affecting users (September 2017)