If you’re having problems with your webcam while using the Acuity Insights platform, it’s often due to your browser. Please follow the steps below to identify and fix the issue.
Step 1: Use a Supported Browser
Make sure you're using the most recent version of Google Chrome or Mozilla Firefox on a desktop or laptop computer.
Download the latest version of Chrome or Firefox here.
Unsupported browsers and devices:
Safari, Microsoft Edge, Internet Explorer
Smartphones or tablets
These do not support the Acuity Insights platform and may cause technical issues.
Step 2: Run a System Check
Go to the homepage of your Acuity Insights account and complete the System Requirements Check using:
The same computer
The same webcam
The same internet connection
you plan to use on test day. This helps ensure your setup is working correctly.
Troubleshooting Steps for Webcam Issues
Try the following, in order:
⚠️ Additional Notes
Mac users: If you experience issues using Chrome, try switching to Firefox.
Devices with two cameras (e.g., Microsoft Surface): These can cause webcam issues in Chrome. Use Firefox instead.
If you're experiencing video issues during your Casper test, please visit our:
Still Having Trouble?
Contact our Acuity Insights Support Team through the chat bubble in your account or on our website. We’re here to help!
Quick FAQ - Webcam Troubleshooting
Quick FAQ - Webcam Troubleshooting
1. Can I use my phone or tablet for the Casper test?
No. The Casper test must be completed on a desktop or laptop using a supported browser like Chrome or Firefox.
2. What internet speed do I need for the test?
You need a high-speed internet connection with a bitrate of at least 1.5 Mbps.
3. What should I do if my webcam isn't working on test day?
Try the troubleshooting steps listed in the article: refresh your browser, update/switch browsers, restart your computer, use a private window, and test your webcam. If the issue persists, contact Acuity Insights Support via the chat bubble.