What To Do If A Participant Has Technical Issues

Technical issues can happen during live research sessions. If a participant has trouble with audio, video, screen sharing or connection quality, try to resolve the issue quickly so the session can continue.

You can ask the participant to:

• Refresh their browser
• Check that their browser has camera and microphone permission
• Close unnecessary tabs or applications
• Move closer to their router
• Disconnect other devices using the same network
• Rejoin the session room

DLYTE does not currently provide a guided in-product troubleshooting flow or a platform-level pause feature for moderated sessions.

If the session cannot continue, the best options are to reschedule or replace the participant.

Either the business or the participant can request a reschedule. The other party can then approve or decline the proposed new time.

If the session cannot be recovered and rescheduling is not practical, the business can mark the participant as a no-show from the study management view. This records a reliability event and moves the study into a replacement process.

For technical issues affecting the session room itself, contact DLYTE support through live chat.