Troubleshooting video interview issues

The interview platform needs permission to use your device's camera and microphone. Ensure you are using the latest version of a supported browser.

First-time access:

When you start the interview or practice session for the first time, your browser will prompt you for camera and microphone access. Click Allow for both. You typically only need to do this once.

If you weren't prompted or previously blocked access:

Follow the instructions below for your specific browser.

1. Click Start interview or Let's Practice First.
2. In the top-left corner, click the lock icon next to the address bar.
3. Select Allow in the dropdown menu next to the camera and microphone.
4. The browser will ask to refresh your settings. Click Reload.

Your hardware should now be ready to use.

1. Click Start interview or Let's Practice First.
2. In the address bar, click the camera or microphone icon.
3. Select Allow for both.
4. Refresh the page if prompted.

iOS (Safari):

1. Open your device Settings.
2. Tap Safari.
3. Under "Settings for Websites," tap Camera and Microphone.
4. Select Allow for both.

Android (Chrome):

1. Open your device Settings.
2. Tap Apps or Applications.
3. Find and tap Chrome.
4. Tap Permissions and enable Camera and Microphone.

The platform provides a network test to ensure high-quality video. Aim for an "excellent" or "acceptable" result.

Tips to improve your connection:

• Wi-Fi users: Move closer to your router.
• Cellular users: Move to an area with more "bars" or better signal strength.
• Home networks: Ask others in your home to pause high-bandwidth activities (like streaming video or gaming) during your interview.
• Try restarting your router or switching to a wired Ethernet connection for maximum stability.

1. Confirm you have allowed access in your browser settings (see above).
2. Check that the correct camera is selected in the interview interface dropdown menu.
3. Ensure the camera is enabled in your device's System Preferences (Mac) or Settings (Windows/Mobile).
4. Restart your device.
5. If using an external webcam, try a different USB port.

You will see a soundbar on the screen. If the bar moves as you speak, your audio is being captured.

Note: If no sound is detected for 10 seconds, you will receive an alert. You can review your recording before submitting to confirm the audio is clear.

If the button is unclickable, try these steps:

1. Open the interview link in an Incognito or Private window.
2. Clear your browser's cache and cookies.
3. Temporarily disable browser extensions (like AdBlockers), as they can sometimes interfere with the video interface.
4. Try a different supported browser.

Required:

• A device with a camera and microphone (laptop, smartphone, or tablet).
• A stable internet connection.
• The latest version of Chrome, Firefox, or Safari.

Note: Internet Explorer and legacy versions of Edge are not supported.