Participant Connectivity

[Idea]

We just started using UserVue to do remote testing and I am incredibly unimpressed by this program. If the participant loses connectivity, the session completely ends and deletes so the participant cannot be reconnected. Then a new session has be to added, the participant and observers reinvited, and everyone has to reconnect - and you have to hang up and call them again. Since it takes about 20 minutes for a UserVue email to go out once an invite is sent - it completely ruins your chances with that participant.

We scheduled this session weeks in advance and with a busy person, and because his wireless card had a hiccup - we completely lost our chance to test him.

This is HORRIBLE usability from a piece of software that is being used to test usability.

Can and will this be fixed? If not, I am going back to WebEx. It is slow and the recordings arent as great, but at least participants can reconnect.

[ShaneL]

Thank you for the post. To answer your question, yes it is something that can be fixed. We are investigating the best way to address reconnection. Clearly, the situation you describe is not acceptable.

Shane
User Experience Products Manager
TechSmith Corporation

[Jarrett]

In responseto the connectivity issues described above, I experienced the same problems, but that was when UserVue was in beta. When using beta software, you've got to expect some bumps in the road.

Since they launched the product, I've had no connection issues over about 10 sessions.