Troubleshoot an AI moderated session

If something isn't working during your AI moderated session, find the situation below for steps to get back on track. If you're still stuck after trying these, reach out to our Support Team.

I see "This experience requires a desktop"

AI moderated sessions run on a desktop or laptop computer using Google Chrome or Microsoft Edge. They aren't supported on phones, tablets, or some other browsers. Open your session link on a desktop or laptop in Chrome or Edge to continue.

I'm asked to install or update the Dscout browser extension

Some AI moderated studies require the Dscout browser extension. If you see "This session requires the Dscout Chrome Extension," install or update it in Google Chrome or Microsoft Edge using the link on that screen, then return to your session to continue.

I can't sign in or don't have a Dscout account

Most AI moderated studies ask you to sign in or create a free Dscout account before you start. For help, see Create a scout account or Signing into Dscout with a magic link.

My session paused and asks me to share my screen again

If screen sharing stops during your session, the session pauses and you'll see "Screen sharing stopped." Click Share screen again and choose your entire screen (not just a window or tab) to pick up where you left off.

The moderator can't hear me / "Microphone not detected"

If the moderator stops hearing you, the session pauses with "Microphone not detected." Check that your microphone is plugged in, unmuted, and allowed in your browser and system settings, then select the right microphone and say something to confirm it's picking up sound.

A few more tips:

• Quit Chrome or Edge and open a new browsing session.

• If you're using headphones, try unplugging them, and disable Bluetooth to rule out a disconnected device.

• Make sure the correct microphone is selected if you have more than one.

My camera disconnected

If your camera drops out, reconnect it (or plug it back in) and make sure Dscout has permission to use it in your browser and system settings. If you see a message that the camera couldn't reconnect, try again once the device is connected.

My connection dropped or the session froze

If you lose connection, you'll see "Connection lost"—your progress is saved. Click Reconnect to pick up where you left off. If the session seems frozen, refresh the page; your progress is saved and you'll return to where you were.

The moderator isn't responding

Give it a few seconds—the moderator may be thinking. If it stays silent or stuck on Reconnecting…, refresh the page to reconnect. Your place in the session is saved.

I accidentally left the session

No problem! Your progress is saved. Reopen your session link to return and continue where you left off.

"This session is no longer available"

This message means the session ended before it could start, so there's nothing to continue. If you believe you reached this in error, reach out to our Support Team.