When you create a moderated study in FC Qual, the Product team sends an automated email asking whether you want Tech Support present during your sessions.

Tech Support is optional but recommended, especially for your first FC Qual study.

Conduct a test session with your account or internal team to ensure you're confidently prepared for success before the actual study.

Request Tech Support

To schedule Tech Support, reply to the automated email and include:

• The dates and times of each session.
• Any tools you want tested beyond standard audio, video, and chat (for example, screen sharing, prototype testing, or stimulus walkthroughs).

If you do not reply with your session details, we will not schedule Tech Support.

What Tech Support Covers

When scheduled, Tech Support will:

• Join 15 minutes before the session.
• Run technical checks with moderators and participants.
• Test audio, video, chat, and any additional tools you requested.
• Stay through the start of the session to confirm:
  • Participants are connected
  • Audio and video are stable
  • The session starts without issues

After the session is stable, Tech Support may exit.

Tech Support manages technical setup and confirms the FC Qual platform functions as expected. They do not moderate the discussion.

Tech Support also does not contact, call, or reschedule no-show participants. Your internal team or account team must manage all participant communication, scheduling, reminders, and rescheduling.

If Issues Occur After Tech Support Leaves

Most problems during sessions are caused by participant connectivity issues rather than the platform itself.

If a Participant Disconnects

• Stay in the session.
• The participant can rejoin using the same link.
• Most disconnects result from temporary internet interruptions.

If a Participant Has Audio or Video Issues

Ask the participant to complete the following steps.

Within the session:

1. Open Settings at the bottom of the screen.
2. Confirm that the correct microphone and camera are selected.
3. Switch to a different microphone or camera, then switch back.
4. Confirm participants have not muted themselves at the device level.
5. Confirm the browser has permission to access the microphone and camera.

If the issue continues:

6. Refresh the browser.
7. Exit and rejoin using the same link.
8. Close other applications that use the camera or microphone, such as Zoom, Microsoft Teams, or Google Meet.
9. Join from a different browser.
10. If possible, switch to a different device.

Most issues resolve after refreshing the session, reselecting devices, or closing competing applications.

When to Escalate After the Session

If a participant's microphone and camera were working and then stop, and the steps above do not resolve the issue, the cause may extend beyond standard connectivity.

Tech Support cannot fix potential platform bugs during a live session.

In this situation:

• Continue the session if possible. If needed, end the session to preserve the recording and reschedule.
• Avoid extended live troubleshooting that disrupts the discussion.
• After the session, contact the Product team and include:
  • Study name
  • Session date and time
  • Participant name
  • A clear description of what happened and when

The Product team will investigate and follow up.

If You Do Not Schedule Tech Support

If you run the session without Tech Support:

• Ask participants to join 5 to 10 minutes early.
• Test:
  • Audio
  • Video
  • Chat
• Confirm screen sharing or prototype functionality before you begin.

Without Tech Support, the moderator must run technical checks and manage any live troubleshooting.