UserTesting had 16 outages in the last 2 years totaling 243h 58m of downtime — averaging 0.7 incidents per month.
There were 16 UserTesting outages since September 3, 2024 totaling 243h 58m of downtime. Each is summarised below — incident details, duration, and resolution information.
In some cases Android 17 users are seeing an error message or a blank white screen when they try to start a UserZoom unmoderated test.
This incident has been resolved.
Currently Userzoom appears to be down. We are investigating. Thank you for your patience.
UZ appears to be back up but we are still monitoring
We are continuing to monitor for any further issues.
This incident has been resolved.
We have discovered an issue impacting UserZoom Mobile Studies that contain Video Questions where an error occurs when a participant tries to upload their session
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are seeing an issue impacting clips where they cannot be downloaded or shared. This issue is only impacting users in the US. We are currently investigating. Thank you for your patience and our apologies for any inconvenience.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are aware that some users are experiencing issues when trying to log in. Our team is actively looking into this and working to resolve it as quickly as possible. We will share an update as soon as we have more information. Thank you for your patience, and we apologize for the inconvenience.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are aware that some users in Europe are currently experiencing difficulties accessing the platform. Our team is actively investigating the issue, and we will provide updates as soon as more information becomes available.
This incident has been resolved.
We are investigating some issues generating exports in the North America region accounts. We will update as soon as we know more about the issue. Thanks for your patience.
The issue has been identified and we hope to fix the issue really soon. We appreciate your patience and will continue updating in here once we have applied the fix.
This incident is now resolved and all exports done in the North America region should work as expected. Thank you for your patience and apologize for the incovenience.
We are receiving reports of UserZoom Moderated services being down. We are looking into it. Thank you for your patience.
We have learning that the service provider UserZoom relies on for its Moderated Services is being impacted by the AWS outages. We will keep you posted.
It appears that our service provider is slowly going back online. Moderated Sessions are working again. However, we will continue to monitor things on our side to be sure all is well.
This incident has been resolved.
We are currently investigating some issues reported when starting Moderated sessions for customers in North America. We will update as soon as we have more information.
We have identified the issue and are looking to restore access as soon as possible. Apologies for the inconvenience.
A fix has been implemented and the ability to start sessions should be restored for all accounts. We will be monitoring to ensure there's no further issues. Thank you for your patience.
The incident has been fully resolved. Again, thank you for you patience and apologies for the inconvenience.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are aware of issues impacting IntelliZoom panelists from entering UserZoom studies. We are in the middle of a migration and are working to restore that flow as soon as possible. Other methods of entry to the study are all working correctly. Apologies for the inconvenience.
The issue should now be fixed and the entrance to the studies by the IntelliZoom panel is back to working correctly. Thank you for your patience. We will continue monitoring during the day.
All issues are resolved and the participation of IntelliZoom panelists is back to normal. Thank you for your patience.
We are currently investigating an issue affecting users with EU-based accounts who may experience a blank page when attempting to load the results page. We appreciate your patience as we work to resolve this issue.
A fix has been implemented and we are monitoring the results.
We are continuing to monitor for any further issues.
This incident has been resolved.
We are currently investigating an issue on Android where sound is cut off if a participant minimizes the UserZoom app during moderated tests to provide feedback on external apps. Our engineers are actively working on a solution, and we will provide an update once it's deployed. In the meantime, if your test requires participants to interact with apps outside of UserZoom, we recommend holding off on Android testing for moderated sessions until the issue is resolved.
The issue has been identified and it is affecting Android 14 users and a fix is being implemented.
This incident has been resolved, the latest version of the Android UserZoom Live App solves the audio issue. Apologies for the inconvenience and thank you for your patience.
We have learned of an issue in some UserZoom studies that Age Ranges that were set in the recruit are not properly filtering. As a result, participants that do not fall inside those ranges are being permitted to take the studies. We are investigating and working on resolving the issue. Thank you so much for your patience.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We're investigating an issue where the EnjoyHQ platform freezes when trying to upload new documents or spreadsheets. Importing new video or audio files should still work
The issue has been identified and a fix is being implemented.
We have just received word that a fix was just deployed. All uploads with Documents (docx and PDF) and spreadsheets appear to be working as expected again. We believe Audio and Video uploads should be good to go as well but we are still monitoring these cases because they are much bigger files. Thank you so much for your patience. We will provide another update regarding Videos and Audio when I know more.
This incident has been resolved.
We are currently investigating an issue with EU accounts where embedding images into a question returns an error. We will update this page as soon as we have more information about this issue.
Situation solved. The team is still working on a better solution to solve the problem.