Historical record of incidents for UserZoom
Report: "Issue with Text Display: Button Labels and Input Fields Not Showing Correctly."
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "IntelliZoom migration - Migration in progress, issues entering studies from the IZ panel"
Last updateAll issues are resolved and the participation of IntelliZoom panelists is back to normal. Thank you for your patience.
The issue should now be fixed and the entrance to the studies by the IntelliZoom panel is back to working correctly. Thank you for your patience. We will continue monitoring during the day.
We are aware of issues impacting IntelliZoom panelists from entering UserZoom studies. We are in the middle of a migration and are working to restore that flow as soon as possible. Other methods of entry to the study are all working correctly. Apologies for the inconvenience.
Report: "Problems loading the Results page in EU-based accounts"
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 currently investigating an issue affecting users with EU-based accounts who may experience a blank page when attempting to load the results page. We appreciate your patience as we work to resolve this issue.
Report: "UserZoom Moderated - Android participant's audio missing during Mobile Moderated Sessions"
Last updateThis incident has been resolved, the latest version of the Android UserZoom Live App solves the audio issue. Apologies for the inconvenience and thank you for your patience.
The issue has been identified and it is affecting Android 14 users and a fix is being implemented.
We are currently investigating an issue on Android where sound is cut off if a participant minimizes the UserZoom app during moderated tests to provide feedback on external apps. Our engineers are actively working on a solution, and we will provide an update once it's deployed. In the meantime, if your test requires participants to interact with apps outside of UserZoom, we recommend holding off on Android testing for moderated sessions until the issue is resolved.
Report: "Age Criteria not working correctly for some studies"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We have learned of an issue in some UserZoom studies that Age Ranges that were set in the recruit are not properly filtering. As a result, participants that do not fall inside those ranges are being permitted to take the studies. We are investigating and working on resolving the issue. Thank you so much for your patience.
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.
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: "Unable to embed images into a question"
Last updateSituation solved. The team is still working on a better solution to solve the problem.
We are currently investigating an issue with EU accounts where embedding images into a question returns an error. We will update this page as soon as we have more information about this issue.
Report: "Issues accessing studies and results for studies in EU region"
Last updateThis incident has been resolved. Thanks for your patience.
Result pages and access to studies should be accessible again, we are still monitoring the service to make sure everything works correctly. Apologies for the inconvenience.
We are receiving reports of issues accessing results and loading studies in accounts for EU region. We are investigating and will update very soon.
Report: "US Region - Issues loading the results for some studies"
Last updateThis incident has been resolved.
A fix has been implemented for now in the platform. For any impacted study, a full relaunch is required (even if it's currently offline) for it to work again. Apologies for the inconvenience and many thanks for your patience. We will continue to work to monitor that everything is working as expected and mitigate all issues.
[US Region] We continue to work on mitigating the issues. There might be intermittent issues accessing the platform as part of the mitigation efforts for a few minutes but the service should be back working really soon. Apologies for the inconvenience.
We have identified the issue and are working to fix it ASAP. Thanks for your patience, we will continue to update in here.
[US Region] We are getting some reports of issues loading the results of some studies. Our team is investigating and will update as soon as we have more information. Apologies for the inconvenience.
Report: "Issues accessing the platform and taking studies"
Last updateThe incident is now resolved and the access to studies is back fully functional. Thanks for your patience.
The access to the platform and analysis of results is available now. We are still working to restore the service when taking studies.
We have received reports of issues accessing the platform and taking studies this morning. We are working on recovering all services. Apologies for the inconvenience.
Report: "Unable to log into UserZoom Manager"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "UserZoom Live App & UserZoom Survey App not available in the iOS App Store"
Last updateThe issue has been fixed and now the app should be available again.
The issue has been identified and the team is working on it.
Report: "Unable to login into UserZoom Manager"
Last updateThis incident has been resolved.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Videos not loading in session replay section"
Last updateThe issue has been resolved.
A fix has been implemented and we are monitoring the results.
Report: "UZ Manager Slow/Unresponsive"
Last updateThis incident has been resolved.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Investigating Issue"
Last updateThis incident has been resolved.
We’re investigating an issue with Scheduler links in all moderated Classic UserZoom studies which are returning 404 error. We will update this page as we have more information about the status of the issue.
Report: "Failure to access Userzoom and UZGo platforms"
Last updateThis incident has been resolved.
A fix has been implemented and 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 are currently investigating this issue.
Report: "Degraded Performance - Accessing Studies"
Last updateThe incident has been resolved. Thanks for your patience.
A solution has been applied and now studies are now able to be loaded as expected. Apologies for the inconvenience!
Region: US We’ve received reports that the Monitor Page is not loading correctly for some studies. Our engineering team is actively investigating.