Historical record of incidents for UserTesting
Report: "Results page loading slowly for some Surveys or Interaction tests"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We're investigating an issue which might cause the Results page to load slowly for some Surveys or Interaction tests.
Report: "Results page loading slowly for some Surveys or Interaction tests"
Last updateWe're investigating an issue which might cause the Results page to load slowly for some Surveys or Interaction tests.
Report: "General platform slowness"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "General platform slowness"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Slow loading in Surveys and Interaction Tests results"
Last updateThe incident has been resolved and results are loading at normal speed in all studies. Thank you for your patience.
A fix has been added to restore the loading time in Surveys and Interaction Tests. We are still monitoring but the studies should load correctly now.
We are currently investigating slow loading for the results page on both Surveys and Interaction Tests studies. We will keep updating once we identify what the issue is. Apologies for the inconvenience.
Report: "Zoom is currently experiencing an outage"
Last updateThis incident has been resolved.
Zoom is back up and running but we will continue to monitor things on our side to be sure all is well.
We are continuing to investigate this issue.
Zoom is currently experiencing an outage. This is directly impacting all Live Conversations. We apologize for the inconvenience. We are working on a solution now. We will be sure to provide updates when we know more.
Report: "We're investigating an outage at app.usertesting.com. This issue will affect log in for both customers and contributors"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We're investigating an outage at app.usertesting.com. This issue affects platform access for both customers and contributors
Report: "Investigating Issue with UTZ studies where sourcing it's not added"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We’re investigating an issue where UTZ studies don't have sourcing created. We will update this page as we have more information about the status of the issue.
Report: "There is an issue preventing customers from accessing the Audience tab in Surveys and Interaction tests"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
There is an issue preventing customers from accessing the Audience tab in Surveys and Interaction tests. We are actively investigating this bug.
Report: "We're investigating an issue where some drafts have the Launch Test button greyed out and can't be launched"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
This bug appears to be happening to some customers who have Flex Testing disabled. We've identified the issue will fix it as soon as possible.
Report: "We're investigating an issue where assets (images, videos, and prototype zip files) can't be uploaded into drafts"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We're investigating an issue where assets (images, videos, and prototype zip files) can't be uploaded into drafts. It's also possible contributors won't be able to open uploaded images, videos, and prototype in already launched studies.
Report: "Users may not be able to log in"
Last updateThis incident has been resolved.
Some users may have encountered difficulties with the login process over the past 30 minutes. Our investigation revealed that the issue was caused by a third-party vendor, and we are closely monitoring the situation to ensure continued stability.
Report: "iOS contributors are unable to take screeners for surveys"
Last updateA fix for this issue was released to the Apple App Store today.
The issue has been identified and a fix is being implemented.
We discovered an issue where UserTesting iOS contributors are unable to take screeners for surveys. The button they tap to take a survey screener is unresponsive. This issue is only affecting iOS survey takers, so screener questions for unmoderated tests, live conversations, and android surveys are working correctly.
Report: "Issues loading the UserTesting platform"
Last updateThe incident has been resolved.
A fix has been implemented and contributors should be able to login correctly now. Thank you for your patience.
The incident is now resolved for our customers dashboard. Contributors might still have issues logging into the platform. Apologies for the inconvenience.
We are seeing reports of issues loading the platform. The issue has been identified and we are restoring the system ASAP.
Report: "Upload issues"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are continuing to investigate this issue.
We are currently experiencing a bug that can cause upload issues.
Report: "Age Range criteria when sourcing Surveys is not filtering properly."
Last updateThis incident has been resolved.
We are investigating and verifying a fix for this issue
We have identified an issue pertaining to Surveys in UserTesting. When using the Age Range criteria in sourcing, we have reports of participants who do not fall within the set range were still permitted to take the study. We are already aware of what the culprit is and we are currently working on the fix. Our sincere apologies for the inconvenience! We will be sure to provide further updates when we know more.
Report: "UserTesting Surveys - missing screener answers for past participants in some studies"
Last updateThe data has been restored and the answers are now available for all studies. Thanks for your patience.
We are aware there is an issue in some Survey studies (collected before October 10th) where the screener answers are not visible for participants in the Results tab. We can confirm the data exists in our servers and are working to restore the answers in those studies as soon as possible. Apologies for the inconvenience.
Report: "We're investigating an issue where iOS Invite Network users are unable to start mobile tests"
Last updateThis incident has been resolved.
A fix is being implemented, and should be released within the next 24-48 hours.
The issue has been identified and a fix is being implemented.
We're investigating an issue where iOS Invite Network users are unable to start mobile tests. They're being redirected to a blank screen in our app after they enter their email. Android sessions are not impacted. Thank you.
Report: "Error when uploading prototype zip files into a draft"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We're investigating an issue where an error message appears when trying to upload a zip file into an unmoderated Prototype draft.
Report: "We are facing loading issues for some customers in APAC region"
Last updateThe issue has been resolved and the platform is working as expected. The issue impacted the platform from 12pm to 5pm AEST. Apologies for the inconvenience.
We are currently monitoring to see if all regions are working.
Our logs show that the errors ended at 09:20 BST.
We are currently investigating and will come back to you as soon as possible.
Report: "We're investigating an issue where the EnjoyHQ platform freezes when trying to upload new documents or spreadsheets. Importing new video or audio files should still work"
Last updateThis incident has been resolved.
Enjoy HQ is up and stable. Manual uploads are working as expected.
We have just received word that a fix was just deployed. All uploads with Documents (docx and PDF) and spreadsheets appear to be working as expected again. We believe Audio and Video uploads should be good to go as well but we are still monitoring these cases because they are much bigger files. Thank you so much for your patience. We will provide another update regarding Videos and Audio when I know more.
The issue has been identified and a fix is being implemented.
We're investigating an issue where the EnjoyHQ platform freezes when trying to upload new documents or spreadsheets. Importing new video or audio files should still work
Report: "Intermittent site slowness"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We’re investigating an issue with our application being slow. We will update this page as we have more information.
Report: "We're investigating an issue where clicking UserTesting Survey links causes an error message"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
This issue prevents contributors from starting a UserTesting Survey using the test link.
Report: "Issues joining Live Conversations with the note-taking option"
Last updateThis incident has been resolved.
We have identified the issue and are working to restore the service as soon as possible. Apologies for the inconvenience.
We are getting reports that joining Live Conversations via note-taking option is not working. Our team is working to identify the issue and will be updating soon. Both joining the session via the Zoom Desktop App and the hidden observers streams are working correctly.
Report: "Issues participating in UserTesting Survey studies"
Last updateThe issue is now resolved and Surveys working correctly now. Thank you for your patience and apologies for the inconvenience.
We are getting reports that Survey studies don't load when attempting to participate on them. We have identified the issue and will restore service as soon as possible. Apologies for the inconvenience.
Report: "Issues when creating new Surveys"
Last updateThe issue is now resolved and Surveys can be created correctly now. Thank you for your patience and apologies for the inconvenience.
We are getting some reports of issues creating new Survey studies. Other types of study work as expected. The team is investigating and we hope to resolve it as soon as possible. We will continue to update in this incident.
Report: "We are investigating an issue where contributors with Android devices are unable to start mobile tests which use Contributor View"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Missing metrics information for mobile website sessions"
Last updateAll sessions impacted by the issue have been recovered and their metrics information is now available in the study. Thank you for your patience and apologies for the inconvenience!
We are still working on the recovery of the impacted sessions from yesterday's issue. Thank you so much for your patience. So you know, any new responses that came in moving forward will work as expected. It's only the responses that were directly impacted we are working on. We will continue to provide updates. If you have any questions, please feel free to reach out to us at support@usertesting.com. Thank you!
A fix has been implemented for all new Mobile sessions. The team is still working to make available the data for all the impacted sessions from today and yesterday. We will update in here once all sessions are available again. Thank you for your patience.
The issue has been identified and the team is working on a solution. Thank you for your patience.
We are getting some reports of missing metrics for sessions done with mobile devices. Our team is investigating the issue at the moment. We will continue informing as soon as we have updates.
Report: "There is an issue preventing the Audience tab from loading in all Surveys"
Last updateThe issue has been resolved. The audience tab is loading correctly for all Surveys.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are currently investigating an issue preventing the Audience tab from loading in all Surveys.
Report: "Issues connecting audio from computer in Live Conversations when note-taking is enabled"
Last updateThe issue has been resolved. Joining with audio from the computer as a Moderator with note-taking enabled is working correctly again. Thank you for your patience and apologies for the inconvenience.
We are continuing to work on a fix for this issue.
We are aware of issues being reported when moderators attempt to connect the computer audio in Live Conversation. We have already identified the issue and will be deploying a fix very soon. Joining with the Zoom Client or without note-taking enabled works correctly.
Report: "Live Conversation Hidden Observer stream issue"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and we are investigating further
We are continuing to investigate this issue.
There is an issue where some “hidden observers” are redirected to our login page when trying to watch a Live Conversation stream as a guest. We’re sorry for the inconvenience. If this happens, reloading your browser or using the invite link in a different browser might resolve the issue. We’re working to fix this bug as soon as possible.
Report: "Observer stream issue"
Last updateThe Observer stream issue has been resolved
Report: "There is an issue preventing some iOS contributors from logging into the UserTesting iOS recorder application"
Last updateWe confirm this incident has been fully resolved. If you are seeing this issue still, please update the iOS app to the latest version (10.2). Apologies for the inconvenience.
A fix has been implemented and we are monitoring the results.
There is an issue preventing some iOS contributors from logging into the UserTesting iOS recorder application. This may mean iOS studies will take a little bit longer to fill than expected.
Report: "There is an issue preventing the Audience tab from loading in some Survey drafts"
Last updateThis incident has been resolved. We have confirmed that surveys work as expected. Apologies for the inconvenience.
The issue with duplicating new surveys has been addressed. The team is actively working on fixing the data for any older surveys. While this data correction is ongoing, there may still be issues with duplicating older surveys, but new survey duplication will function correctly. Thank you for being so patient as we resolve this issue.
We have identified the issue and our team is working on resolving the issue as soon as possible. Thank you for your patience!
When a Survey using invite network is duplicated, there's an issue in the new draft preventing the Audience tab from loading. As a workaround, we recommend creating a new Survey instead of duplicating the Survey that uses invite network.
We are currently investigating an issue preventing the Audience tab from loading in some Survey drafts
Report: "Issues accessing the UserTesting platform"
Last updateThe incident has been resolved, and the application is now back accessible. Apologies for the inconvenience!
We have identified the issue and are working to restore the access. Thank you for your patience.
We are receiving reports of users having issues accessing the platform. We are investigating and will hopefully restore service as soon as possible. Thanks!
Report: "Issues accessing the Tester Dashboard"
Last updateThis issue is now fully resolved - thank you for your patience.
We are receiving reports of some of our contributors having issues accessing the available studies dashboard. We have identified the root cause and are working to restore the access as soon as possible. Apologies for the inconvenience.
Report: "Single Sign On login issue for some users"
Last updateThis issue is now fully resolved - thank you for your patience.
A fix has been implemented and we are monitoring the results.
We have identified an issue with the login to our platform for some of our Single Sign On users, that shows a 503 error page. Our Engineering team is in the process of implementing a fix and will be monitoring as we deploy it. For a workaround, access to the platform should be available when switching browsers or in an incognito window. For more information, please contact support@usertesting.com. Apologies for the inconvenience.
Report: "Issues scheduling sessions for Invite Network participants"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We’re investigating an issue with scheduling sessions for participants coming from the Invite Network. We will update this page as we have more information about the status of the issue. Apologies for the inconvenience.
Report: "Issues loading the Metrics page for studies with Task Groups"
Last updateThe temporary issue has been resolved and all metrics are loading correctly in all studies. Thank you for your patience.
We are seeing some errors loading the Metrics page for studies that have Tasks Groups in their structure. We have already identified the issue and will be fixing the error as soon as possible. Apologies for the inconvenience.
Report: "Intermittent issues when loading the platform"
Last updateWe are no longer seeing any issues and the platform is working as expected. Thanks for your patience.
We are seeing some reports of degraded performance loading the platform. Our engineering team is actively investigating and monitoring. Apologies for the inconvenience.
Report: "Issues accessing the platform"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are getting some reports of issues accessing the platform. We are investigating and will provide updates as soon as we have more information.
Report: "Issues signing up to the UT Network panel"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We have identified the root cause and will be working to fix it as soon as we can. We confirmed the sign up is correctly working in our systems. As a workaround, if you see an error message on your browser, please go to https://auth.usertesting.com/ and sign in with your credentials. Apologies for the inconvenience and thank you for your patience.
We are continuing to investigate this issue.
We are seeing reports that the sign up process for our UT Network panel is not working as expected. We are investigating and will update in here as soon as we have more information. Apologies for the incovenience.
Report: "Delay in processing uploaded videos"
Last updateThe incident has now been resolved. Thanks for your patience and apologies for the incovenience.
A fix has been implemented and videos should become available in your dashboard soon. We are monitoring the process and will update once all videos have been processed.
We are investigating an issue delaying the processing of uploaded videos. There might be a delay showing recently completed session videos on your dashboard
Report: "UserTesting platform log-in issue"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
There's currently an issue preventing users from logging into their accounts on the UserTesting platform. We've identified the issue and are working to implementing a fix.
Report: "Delayed availability of Live Conversation session recordings"
Last updateThe processing time for Live Conversations is back to normal and we are not seeing further issues. Apologies for the inconvenience, and thanks for your patience.
A fix has been implemented and we're monitoring the results.
The issue has been identified and a fix is being implemented.
We are aware of a delayed availability of Live Conversation and are actively investigating the issue. Appreciate your patience as we work through the issue.
Report: "The Test and Draft Page fail to load for some users"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
The Test and Draft List views fail to load if they include tests or drafts older than 2019. We are currently working to resolve this issue. Thank you for your patience
Report: "Investigating Issue around the audience filter in creating a test"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are seeing some customers experience issues while applying audience filters when creating tests. Our team is investigating the issue and restore full functionality as soon as possible. Please, reach out to support@usertesting.com if needed. Apologies for the inconvenience.
Report: "Single Sign-On access to the platform is not available"
Last updateThis issue is now fully resolved - thank you for your patience.
Single Sign On to login to the platform working well.
A fix has been implemented and we are monitoring the results.
Our team has identified the root cause of the issue and is working now to resolve it. Thank you for your patience.
We are seeing errors for customers using Single Sign On to login to the platform. Our team is investigating to understand the issue and restore the service as soon as possible. Please, reach out to support@usertesting.com if needed. Apologies for the inconvenience.
Report: "Contributor Payment Delays"
Last updateThis incident has been resolved.
We have identified an issue causing Contributor payment delays, and are currently working on a resolution.
Report: "Login issues"
Last updateThis incident has been resolved.
We are monitoring the issue. If you are experiencing any issues, please try to log out and log back in.
Investigating reports of login issues
Report: "Investigating Issue around user sign in and dashboard being unresponsive"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We’re investigating an issue with reports of the dashboard and signing-in not working. We will update this page as we have more information about the status of the issue.
Report: "Investigating Issue around user sign in and dashboard being unresponsive"
Last updateThis incident has been resolved.
We are continuing to investigate this issue.
We’re investigating an issue with reports of the dashboard and signing-in not working. We will update this page as we have more information about the status of the issue.