Troubleshooting
Something not working as expected? This page walks through the most common issues testers run into and how to fix them. You’ve got this.
Webcam Not Working
If your webcam isn’t showing up during a test, here are the steps to work through.
Check browser permissions first. When Chrome asks to access your camera, you need to click “Allow.” If you accidentally clicked “Block,” go to the address bar, click the lock icon on the left, and set Camera to “Allow.” Then refresh the page.
Make sure no other app is using the camera. Video calls, photo booth apps, and other browser tabs can lock your webcam so nothing else can use it. Close any apps that might be accessing the camera, then try again.
Restart Chrome. If permissions look correct but the camera still isn’t working, close Chrome completely and reopen it. Sometimes a full restart clears whatever was holding things up.
Extension Not Loading
Verify the extension is installed. Open Chrome and go to chrome://extensions. Look for the OpenScouter extension in the list. If it’s not there, you’ll need to install it using the link your coordinator sent.
Check for the icon in your toolbar. The extension icon should appear in the top-right area of Chrome. If you don’t see it, click the puzzle piece icon in your toolbar to reveal hidden extensions, then pin OpenScouter so it’s always visible.
Try disabling other extensions. Occasionally, another extension can interfere with OpenScouter. Temporarily disable your other extensions one by one and reload the page to see if that resolves the issue. You can re-enable them after the test.
Briefing Overlay Not Showing
The briefing overlay appears automatically when you open a valid test link. If it’s not appearing, here’s what to check.
Make sure you clicked the test link. The overlay only shows on pages that come from an official test link. Navigating directly to a website URL won’t trigger it.
Check that the URL contains _os_session. Look at the address bar after clicking the test link. You should see _os_session somewhere in the URL. If it’s missing, the link may be incomplete or expired. Contact your coordinator for a fresh link.
Telegram Not Receiving Offers
Telegram is how you receive test invitations. If messages aren’t coming through, try these steps.
Verify your bot connection. Open Telegram and search for the OpenScouter bot. Make sure you’ve started a conversation with it. If there’s no recent message history, the connection may not be active.
Check your Telegram notification settings. Go to Telegram settings and make sure notifications are turned on for bot messages. Some phones mute bots by default.
Send /start to the bot. Open the chat with the OpenScouter bot and type /start. This re-establishes the connection and often resolves cases where offers stopped arriving.
Stripe Connect Issues
Stripe Connect is used to pay you for completed tests. A few things can go wrong during setup.
Common setup problems include entering a bank account number with typos, using a savings account instead of a checking account, or skipping the identity verification step. Go back through the Stripe Connect flow and make sure each step is fully completed.
If you’re seeing an error message from Stripe, take a screenshot and send it to your study coordinator. Stripe errors can be specific to your account and may need to be resolved directly with support.
For persistent issues, contact the OpenScouter support team. They can check your payout status and help get things sorted out quickly.
Test Ending Unexpectedly
If you lose your internet connection or accidentally close the browser during a test, don’t worry.
Your progress is saved as you go. The data collected up to the point of disconnection is preserved on our end. When you reconnect, the extension will detect you were mid-test and give you the option to resume.
If resuming isn’t possible, your coordinator will be in touch to discuss next steps. You won’t be penalized for technical issues outside your control.
Capacity Quiz Reassurance
If you didn’t pass the capacity quiz on your first try, please know this is completely normal.
The quiz is designed to make sure you’re set up for success before your first test. It isn’t a judgment of your ability or a rejection. Many testers need more than one attempt.
After 3 attempts, an admin will schedule a friendly walkthrough with you. This is a short, relaxed conversation to go through the quiz together and make sure everything makes sense. It’s not an exam, just a helping hand.