I see ‘Getting Studio information’, Connecting you to Studio’, or ‘Unable to connect to Studio’ on the mobile app

This Can Help Solve

• The mobile app is stuck on Getting Studio information or Connecting you to Studio
• Unable to connect to Studio message in the mobile app

If the Riverside mobile app is stuck on a loading screen, there may be a problem with your internet connection.

NOTE: Geographic Restrictions
Users in some countries may not be able to connect to the Studio to record video or audio. For example, users in the United Arab Emirates may be unable to join the Studio and record if their Internet Service Provider limits access to video services.

Suggested Troubleshooting Steps

1. Change your internet connection:
   • If your device is connected over cellular data, try to connect through a known Wi-Fi network.
   • If your device is connected through a Wi-Fi network, turn off its Wi-Fi connection and try to connect using a cellular data network.
   If you are still unable to load the Studio after changing your connection, continue below.
   
   
2. Turn the mobile device off and turn it on again.
   
   
3. Check your device's connection to our video service.
   1. Run this pre-call test in your mobile browser. 
      If your device is unable to complete the pre-call test, you may be connected through a Wi-Fi network with a VPN or firewall.
   2. Follow these steps to configure the firewall, or try to connect using a different network.