Troubleshooting Observer to Recorder Connection Issues

Morae Observer was designed to easily connect to and view participants on the recording machine. However, connections are dependent on the state and configuration of the network. So, if you are having issues connecting, this tutorial can help you to identify and, in many cases, fix the problem.

See the following topics for more information:

Common Connection Issues

If you cannot establish a connection between Observer and Recorder, verify the following:

  • Recorder is installed and open on the recording computer.
  • The Recorder computer name (or IP address) entered in the Connect to Recorder dialog box is correct. If the computer name does not work, use the domain name or IP address.
    Observer users are not using the same user name.
  • The Recorder and Observer computers are connected to the same LAN or WAN network. Contact your system administrator with network problems.
  • The Observer and Recorder applications must be the same version.
  • Windows XP Service Pack 2 includes its own firewall. The first time you run Recorder, you need to select Unblock in the dialog that appears.
  • There is no firewall on the network. Ask your system administrator whether there is a firewall blocking the connection.
  • Recorder and Observer are set up to use the same communication ports. The communication protocol used by Morae is TCP/IP with listening ports established on ports 5555 and 8080. The system administrator may have to intentionally allow traffic through these ports in order for Observer to connect to Recorder.

I got disconnected during a session. What should I do?

At anytime during the session, if you get disconnected, you can reconnect to the same session.

  1. Open the connection dialog.
  2. Update settings, if needed.
  3. Click Connect. You reconnect to the same session.
    Reconnect image

My video is lagging behind the "real-time" test. Can I fix this?

Depending on the Observer options you choose, you may experience a video delay in Observer. The Connect to Recorder dialog (Connection > Connect) allows you to select Observer session options. The option you choose here will determine if you have a video delay.

The available options are:

  • Mute Audio (Check Mute Audio box)
    • Observers see the screen and PIP video, but do not hear the audio.
    • Requires less bandwidth and compression.
    • Streams at virtually real-time speeds.
    • Use if your testing environment demands no delays.
  • Include Audio (Uncheck Mute Audio box)
    • A delay is present in the Observer display.
    • Observers see the screen and/or camera video and hear the audio.
    • Video and audio streams are combined into a single Windows Media Stream and sent through the network. This process can take time and will always introduce some amount of delay.

Audio is always included in the WMV file saved by Observer, whether or not you can hear it while observing a session.

    We cannot use the default Main Communication Port. Can I change it?

    In some cases, Recorder and Observer cannot connect on the default communication port (5555). In this case, the study configuration in Recorder and the communication port in Observer must be set to an alternative port number.

    If you change the post in Recorder, all observers must set the same port to connect. Make sure to give the port number to all potential observers.

    To use an alternative main communication port:

    1. Contact your system administrator to determine which port to use.
    2. In Recorder, select Tools > Preferences.
    3. When the Preferences dialog box opens, enter the port number in the Communication port field. 
      Change the port to connect Observer. 
      Observers do not need to enter the high quality streaming port. This is handled automatically by Recorder and Observer.
    4. Open Observer. In the Connect to Recorder dialog box, click Change Port. Enter the new port number. Click Test Port to verify that you can connect to Recorder with this port.
      Set the correct port to connect Observer to Recorder.
    5. Click OK to apply the selected port and return to the Connect to Recorder dialog box.

    If you have any problems with connecting on an alternative port, please contact the person who set up the session and your system administrator.

Title Category Level Format
000 - Getting Started 1: Morae Overview Getting Started I Video
001 - Getting Started 2: Recorder Getting Started I Video
002 - Getting Started 3: Observer Getting Started I Video
003 - Getting Started 4: Manager Getting Started I Video
004 - Analyze Session Data Analyze I Video
005 - Audio Notes Share III Written
006 - Change the Communication Port in Observer Observer III Written
007 - Choose and Designate the Task Logger Setup II Written
008 - Choose the Recorder Computer Name or IP Address Observer II Written
009 - Configure Wii™ Remote for Logging Setup III Written
010 - Connect Observer to Recorder Observer II Written
011 - Convert Morae Recording Files (RDG) to AVI or WMV Share III Written
012 - Create a Custom Graph Analyze II Written
013 - Create a Highlight Video Share II Written
014 - Create and Organize a Project Analyze II Written
015 - Create a Report with the Add-In for Word Share II Written
016 - Create a Table of Contents Share II Written
017 - Create a Test Recording Setup II Written
018 - Create Session Handouts Setup II Written
019 - Create Video Clips Analyze II Written
020 - Customize Observer for Your Session Observer II Written
021 - Define Recording Details Setup II Written
022 - Define Study Details Setup II Written
023 - Deliver Surveys with Observer Surveys II Written
024 - Documentation Documentation I Written
025 - Export to PowerPoint Share II Written
026 - Export Videos to Share II Written
027 - Finalize Observer Session Observer II Written
028 - How to Choose the Recording Compression Record III Written
029 - Log in Observer Log II Written
030 - Log in Recorder Log II Written
031 - Log with a Wii™ Remote Log III Written
032 - Marker Logging Log II Video/Written
033 - Merge Studies Analyze III Written
034 - Normalize Storyboard Audio Share II Written
035 - Record Automated Sessions with Autopilot Record II Video/Written
036 - Recorder Start and Stop Options Record II Written
037 - Record More (or Less) than the Main Monitor Record II Written
038 - Search for Data in Recordings Analyze II Written
039 - Search Profiles Analyze II Written
040 - Select Video and Audio Sources for Recording Record II Written
041 - Set Recorder Preferences Setup II Written
042 - Set up an AutoPilot Test Setup II Written
043 - Share Highlight Videos Share II Written
044 - Tasks in Manager Analyze II Written
045 - Task Logging Log II Written
046 - Template Study Configurations Setup II Written
047 - Troubleshooting Observer to Recorder Connection Issues Observer II Written
048 - Using Chat to Communicate with Stakeholders Observer I Written
049 - Video Delay in Observer Observer III Written
050 - View Search Results in the Chart View Analyze II Written
051 - View Survey Answers Analyze II Written
052 - View Your Notes and Markers Following a Session Observer II Written