Most role play problems come down to a browser permission or a network restriction. Find your symptom below and work through the steps.
ℹ️ Role plays open from a Learning Path in Spekit Hub (Web App) and run in full screen.
1. Quick checks
These fix most problems.
- Refresh the page and start the role play again.
- Click the icon next to the web address and set Microphone and Camera to Allow.
- Close other apps using your mic, such as Teams or Zoom.
- Turn off your VPN.
- Try a private browser window with extensions off.
2. The role play will not start
Match the message you see to the cause.
| What you see | What it means | What to do |
|---|---|---|
| We couldn't run your Role Play | Something interrupted the launch | Click Try again, then refresh and start again |
| Role Play isn't available right now | Your organization has used all of its credits | Ask your Spekit admin to request more |
| This Role Play isn't ready yet | Whoever built it has not finished | Check back later, or contact whoever assigned the Learning Path |
| You need to be signed in to Spekit | Your session could not be confirmed | Sign out and back in. Turn off ad blockers and privacy extensions. Check your browser is not blocking all third-party cookies |
| This roleplay launch could not be completed | The launch timed out, usually after sitting on a loading page or refreshing mid-launch | Go back to the Learning Path and start again |
3. Microphone and camera
Before you start
- Connect your microphone or headset and camera before opening the role play.
- Close any other app using them.
- Check nothing is muted, including a mute button on your headset.
Does it work elsewhere?
Try your mic and camera in another app, such as Zoom or Slack.
| Result | What it means |
|---|---|
| They work there | Your browser is blocking the role play. Go to the browser steps |
| They do not work anywhere | Check they are connected and install any driver updates. If that does not help, your operating system may be blocking them |
Allow access in your browser
Chrome: click the icon to the left of the web address and set Microphone and Camera to Allow. If the options are not there, go to Settings > Privacy and security > Site settings > Microphone and allow app.spekit.co. Repeat under Camera.
Edge: click the icon to the left of the web address and set Microphone and Camera to Allow. If the options are not there, go to Settings > Privacy, search, and services > Site permissions > All sites > spekit.co.
Firefox: click the microphone or camera icon to the left of the web address, choose Allow, and tick Remember this decision.
After changing permissions, hard refresh with Ctrl + Shift + R or Cmd + Shift + R.
Allow access in your operating system
If your mic or camera does not work on any site in any browser, your computer is blocking it.
| System | Path |
|---|---|
| Windows | Settings > Privacy and security > Camera or Microphone. Turn on access, including for desktop apps, and check your browser is allowed |
| macOS | System Settings > Privacy and Security > Camera or Microphone. Tick your browser, then quit and reopen it if prompted |
Check your input device
If the role play can hear you but barely, your input settings are the likely cause.
| System | Path |
|---|---|
| Windows | Settings > System > Sound. Under Input, choose the right mic and raise the volume |
| macOS | System Settings > Sound > Input. Choose the right mic and set the input level |
💡 Pro Tip: In a noisy room, turn on Noisy mode at the bottom of the session. The AI buyer then only listens while you hold the button, like a walkie-talkie.
4. The session will not connect
Role plays use a live connection that some company networks block.
- Turn off your VPN.
- Close video calls, streaming and large downloads.
- Try a different network, such as a phone hotspot.
- Clear your browser cache and cookies.
- Update your browser to the latest version. An out of date browser is a common cause of video problems.
- Restart your modem, router and computer.
- If you can, connect by Ethernet cable, or move closer to your Wi-Fi router.
- Update your network drivers. On Windows, open Device Manager, expand Network adapters, right-click your adapter and choose Update driver. On macOS, run Software Update.
| Result | What it means |
|---|---|
| It works on a hotspot | A firewall or proxy is blocking WebSocket connections. Ask your IT team to allow them. Contact Spekit Support for the exact network requirements to pass to IT |
| Several people hit it at once | A network restriction or a wider issue. Have 1 person test on a hotspot with VPN off, then contact Spekit Support and say how many are affected |
| It still fails on a hotspot | Not a local network issue. Contact Spekit Support |
💡 Pro Tip: The hotspot test is the fastest way to tell a company network problem from a Spekit problem. Do it before anything else if the session will not connect.
5. Audio or video problems during the session
These problems usually come from your connection or your device, not the role play.
| Symptom | What to do |
|---|---|
| Choppy, delayed or robotic audio | Use a wired connection or move closer to your router. Close bandwidth-heavy apps. Turn off your VPN |
| The buyer froze, repeated itself or stopped responding | Exit and start again. A restart usually fixes it. Stay on 1 stable network and keep your laptop plugged in |
| It works in one browser but not another | Update your browser, clear cache and cookies, try a private window with extensions off |
ℹ️ Even if a restart fixes it, tell Spekit Support the time it happened. It helps find the cause.
6. Scores and analysis
What each message after a session means, and what to do about it.
| What you see | What it means | What to do |
|---|---|---|
| Your score is taking longer than expected | Scoring starts when the conversation ends and usually takes a few minutes | Click Check again after a minute or two. You can leave and come back. Do not retake the role play just to get a score, that starts a new attempt. No score after 40 minutes, contact support |
| You left this Role Play | You exited before the analysis was ready | End the conversation inside the role play and wait for your analysis before exiting |
| No score for this run | The conversation was too short to analyze. The minimum is 30 seconds | Have a full conversation covering the topics before ending |
| Zero or missing score | Practice Mode gives feedback but no numeric score. Missing a Make or Break topic sets the score to 0. Hide score may be switched on | If none of those apply and the transcript is missing your side, your mic did not pick you up. See section 3 |
| View analysis does not open | It opens in a new tab | Allow pop-ups for Spekit |
ℹ️ Spekit shows the score from your most recent scored attempt, not your best one. Only the overall score appears in Spekit. The topic breakdown and detailed feedback are on the analysis page.
7. The role play is not marked complete
A role play completes only when you pass. Finishing an attempt is not enough, and there is no way to mark it complete yourself.
Check your result. If it says you did not pass, practice again whenever you are ready. Once you pass, it stays complete even if a later practice attempt does not pass.
💡 Pro Tip: Always end the conversation inside the role play and wait for your analysis before closing the window. Exiting early is the most common reason an attempt records as No score and has to be redone.
8. Still stuck
Email support@spekit.co with as much of this as you can.
| Detail | Why |
|---|---|
| The Learning Path and role play name | Finds the exact session |
| What happened and what you expected | Separates a bug from a misunderstanding |
| Date, time and time zone | This is how a session gets located |
| The exact error text, or a screenshot | Faster than a description |
| Your browser and device, and whether you were on a VPN or company network | Rules out a local cause |
| What you already tried | Saves repeating steps |