AI-powered Simulations - Test your connection

Before you start

A few things make the test accurate and help it pass the first time:

• Use Google Chrome. It's the browser we recommend for Mursion simulations.
• Close apps that use your camera or microphone, like Zoom, Teams, or FaceTime.
• Test from the same computer and network you'll use for your simulation. Office Wi-Fi, home Wi-Fi and a VPN can each give different results.
• Allow camera and microphone access when your browser asks.

Open the connection test at connection-test.mursion.com, then click Test connection.

What the test checks

The test runs four checks at the same time and usually takes 2–3 minutes. Keep the window open until you see a success or failure message.

Step	What it checks
Checking your browser	Your browser supports the video technology simulations use
Camera & microphone access	Your browser can use your camera and microphone
Connecting to Mursion's video servers	Your network allows the live video and audio connection
Checking your simulation connection	Your network allows the connection that runs the simulation. This step takes the longest.

While the last step runs, a window opens below the steps and shows the simulation service loading. It closes by itself when that step finishes. The test won't start a live simulation.

If everything passes, you'll see Success! and you're all set. You can close the window.

If you see "You're almost ready"

Your network is fine, but your browser couldn't use your camera or microphone. You'll need both for your simulation.

Try these in order, then click Try again after each:

1. Close other apps that might be using your camera or microphone, like Zoom, Teams, FaceTime or Webex.
2. Allow access in your browser. In Chrome, click the camera icon (or the site settings icon) at the left of the address bar, set Camera and Microphone to Allow, then refresh the page.
3. Allow access on your computer:
   • Mac: System Settings → Privacy & Security → Camera, then Microphone. Turn on Google Chrome (or your browser).
   • Windows: Settings → Privacy & security → Camera, then Microphone. Make sure access is on for your browser.
4. Check your devices. Make sure your camera and microphone are plugged in, switched on, and selected in your browser's settings.
5. Restart your browser, then run the test again.

On a work laptop, your company may block camera or microphone access. If none of the steps above help, contact your IT team.

If you see "Your browser isn't supported"

Your browser is missing the video technology Mursion simulations use. This usually means it's out of date or isn't a supported browser.

1. Switch to Google Chrome, our recommended browser, and run the test again. Microsoft Edge and Safari also work.
2. Already using Chrome? Update it: click the three-dot menu → Help → About Google Chrome, let it update, then click Relaunch.

If you can't install or update a browser on a work computer, ask your IT team to do it for you.

If we can't connect to Mursion's video servers or your simulation

You'll see one of these headings:

• We couldn't connect to Mursion's video servers
• We couldn't connect to your simulation
• We found a few things blocking your connection, when more than one step failed

All three mean your network, firewall or VPN is blocking a connection that simulations need. Your computer is usually fine.

Try these first:

1. Turn off your VPN, if you use one, and click Try again.
2. Try a different network, like your phone's hotspot or your home Wi-Fi, then click Try again.
3. If the last step failed with a timeout, run the test once more. The first connection can occasionally be slow.

If the test passes on a different network, your usual network is blocking Mursion. This is common on company and school networks. Send your IT team:

• The report from Download report to share with Mursion on the result screen. It lists exactly what was blocked and what to allow.
• A link to Mursion's network requirements and allowlist.

The For your IT team box on the result screen shows the same information.

If it fails on every network, contact Mursion support (below).

Still stuck? Contact Mursion support

We're happy to help. Sending your results lets us find the problem faster.

1. On the result screen, click Download report to share with Mursion. This saves a file called mursion-connection-test-report.txt.
2. Click Contact support. An email to support@mursion.com opens with your results already filled in.
3. Attach the report you downloaded, and tell us:
   • whether you're on a work or personal computer
   • which network you tested on (office, home or hotspot) and whether a VPN was on
   • whether the test passed on any other network
4. Send the email.

If the email doesn't open, write to support@mursion.com directly and attach the report.

Tip: Click Show technical details at the bottom of the result screen to see the result of each individual check. A screenshot of it helps too.