Video issues experienced on the Casper test or Sample Test may be caused by using an outdated/unsupported browser or insufficient internet connection speed.

The only browsers that support the AcuityInsights.app website are Chrome and Firefox. You can download the latest versions of these browsers HERE.

All other browsers (e.g. Safari, Explorer, Edge, etc.), as well as Smartphones and Tablets do not support the Acuity Insights website or Acuity Insights Assessments.

To resolve the technical issue, please try the following strategies in the order that they are listed:

If the issue persists after having tried all of the above strategies, please contact the Acuity Insights Team using the chat bubble located in your Acuity Insights account or on the website.

Please note: Some Mac users report issues when using Chrome. In these cases, we strongly recommend switching to an updated Firefox browser.

For webcam troubleshooting, please see our Webcam Troubleshooting article.