Below are some of the most common questions we have come across when running Video Focus Groups. These include troubleshooting for video and audio issues.
Please note: If your query is urgent or you are not able to find a solution from the below, please contact the Client Support Desk on 015395 65455 or email support@flexmr.net.
Q. A participant cannot enter the focus group
A. Check that users are accessing the group from one of the following desktop browsers: Google Chrome, Firefox or Safari.
A. Ask the participant to confirm the web address, and to refresh the page once the moderator has entered the group.
A. Check that the users know to enter the focus group through the 'enter' link which appears next to the focus group task name/date/time on their homepage
A. On the 'invite to focus group' icon for your focus group, ensure that the users are added as 'attendees' (they should be highlighted in yellow).
A. If your focus group is set to a specific consumer group, check that the users are actually part of the consumer group that the focus group is set to. You can check this by going to database > select sample, search for the user and apply the group membership filter.
Q. A participant has joined the group but cannot join the video session
A. Check that users are accessing the group from one of the following desktop browsers: Google Chrome, Firefox or Safari.
A. Confirm that the participant has access to a working webcam.
Q. There is an echo or audio issues in the group
A. Ask all participants to mute themselves on the ‘My video feed’ tab, then to turn microphones back on one by one.
A. If the echo resumes when one participant un-mutes themselves, ask them to re-check their headphone settings, turn down their volume below 50% and ensure they are only logged in on one browser tab.
A. If unresolved, ask the user to restart their device and log in again
Q. The moderator cannot hear one of the participants, or vice versa
A. Ensure, where possible, that all participants are using headphones for their audio and microphone feeds.
A. Ensure the participant's volume is turned on and not on mute or a very low volume.
Q. The video feed is poor quality and/or temperamental
A. Advise participants that while the focus group is running, their device should be the only one in the household accessing the internet.
A. Check participants meet the required broadband speed of 1.0 Mbps