User Testing troubleshooting

Microphone/webcam problems (Web)

Note: As of 25 July 2022, Marvel User Testing has been sunsetted on Marvel Free plans. New user tests can no longer be created on Free plans. A new, more feature-rich user-testing tool is now available at Ballpark, the fastest way to capture high-quality feedback on questions, marketing copy, designs and Figma prototypes using tasks and video.

If you can’t see a preview of yourself at the start of a User test, then there is something wrong with your video output. You should be able to fix this by trying the steps below.

Check your hardware

  1. Make sure that your microphone and camera are plugged into your computer and turned on. Double check your microphone isn’t muted too.
  2. If you connect any of your hardware using USB, check if you need to install software from the device manufacturer.
  3. Make sure that other software on your computer isn’t using your microphone or camera.
  4. If the steps above don't work we recommend testing your hardware on another platform (this should show you if there's something wrong with the hardware you're using). On a Mac, try using Photo Booth to confirm your camera is working. On Windows, you could try Skype.

Check your software

While other browsers will likely work we recommend using Chrome

  1. Open Chrome
  2. Click here to get redirected to Chrome's settings page
  3. Check that the settings say, “Google Chrome is up to date”

Check if you rejected access

In your browser, to the right of the address bar, you should see a camera icon. If it has a red 'x' in the bottom corner of this icon, it likely means you rejected access to your camera and microphone.


To allow the browser access:

  1. Click the camera icon.
  2. Follow the instructions here to enable access to your camera and microphone.

Restart your computer 

  1. Quit/close all software on your computer
  2. Restart your computer
  3. Click the user test link you were given to start the test again

Additional help

If you are using a windows computer, try visiting this page for troubleshooting. If you are using a Mac, try this page.

Need help?

Please get in touch with our Support team.

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