Troubleshooting Video Interview Issues

The interview platform needs permission to use your device's camera and microphone to record your answers. Make sure you're using the latest version of a supported browser.

First-time access:

When you start the interview or practice for the first time, you'll be prompted to give access to your camera and microphone. Click Allow for both. You only need to do this once.

If you weren't prompted or previously blocked access:

Follow the instructions below based on your browser.

1. Click on Start interview or Let's Practice First.
2. In the top left, click the padlock icon next to the address bar.
3. Select Allow in the drop-down menu next to the camera and microphone.
4. The browser will ask you to reload the updated settings. Click Reload or refresh the page.

Your camera and microphone should now be ready for use.

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

Your camera and microphone should now be ready for use.

1. Click on Start interview or Let's Practice First.
2. Click the camera or microphone icon in the address bar.
3. Remove any blocks and select Allow.
4. Refresh the page if needed.

Your camera and microphone should now be ready for use.

iOS (Safari):

1. Open your device Settings.
2. Scroll down and tap Safari.
3. Under Settings for Websites, tap Camera and Microphone.
4. Select Allow for both.
5. Return to Safari and refresh the interview page.

Android (Chrome):

1. Open your device Settings.
2. Tap Apps or Applications.
3. Find and tap Chrome.
4. Tap Permissions.
5. Enable Camera and Microphone.
6. Return to Chrome and refresh the interview page.

To ensure the best quality for your video recordings, the platform provides a network test. Aim for an "excellent" or "acceptable" connection result.

If your connection is poor, you can still proceed with recording, but the recording quality may be affected and you may experience difficulties. We strongly recommend improving your connection first.

Tips to improve your connection:

• WiFi users: Move your device closer to the WiFi router.
• Cellular users: Relocate to an area with a stronger signal.
• Home internet users: Check if other devices are using the internet connection and disconnect them if possible.
• Try restarting your router.
• Contact your Internet Service Provider if issues persist.

Note: Using a wired ethernet connection (if available) will generally provide a more stable connection than WiFi.

If your camera isn't working, try these steps in order:

1. Make sure you have allowed access to the camera (see instructions above).
2. Check that you've selected the correct camera from the drop-down list in the video interview interface.
3. Check your system settings to ensure your camera is enabled in your device's system preferences.
4. Restart your device (for mobile, make sure the phone is charged).
5. Try using a different browser.
6. If you're using an external webcam, try unplugging and reconnecting it.
7. Contact the camera manufacturer if problems persist after following the above steps.

When recording your video interview, you'll see a microphone icon and a soundbar. If the soundbar fills and unfills as you speak and pause, your audio is being recorded successfully.

Note: If no sound input is detected for 10 seconds, an alert will appear. This can happen if there are long pauses while speaking during the microphone test or when recording an answer. You'll be able to review your answers before submitting to ensure the audio was successfully recorded.

If your microphone is not picking up any sound, try these steps in order:

1. Make sure you have allowed access to the microphone (see instructions above).
2. Check that you aren't muted - if using a headset, check the mute switch on the cord.
3. Speak loud enough or turn up your microphone in your computer settings.
4. Make sure the correct microphone is selected from the drop-down menu in the video interview interface.
5. Check your system settings to ensure your microphone is set as the default recording device and that recording levels are correct.
6. Restart your device (for mobile, make sure the phone is charged).
7. Try using a different browser.
8. If using an external microphone, try unplugging and reconnecting it.
9. Contact your microphone's manufacturer if you're still experiencing problems after following the steps above.

If the button to start the practice or video interview is greyed out and unclickable, try these solutions:

1. Open the page in a private/incognito browser tab.
2. Try a different browser (see supported browsers below).
3. Connect to a different network (e.g., switch from WiFi to mobile data, or try a different WiFi network).
4. Clear your browser cache and cookies, then refresh the page.
5. Disable browser extensions temporarily, as they may interfere with the interview platform.

If none of these work:

A local network factor may be causing the issue. Try using a VPN service. If this doesn't resolve the issue immediately, attempt to use a different VPN or VPN server location.

Required equipment:

To record your video interview answers, you'll need:

• A device with a camera and microphone (PC, laptop, tablet, or phone)
• A stable internet connection
• One of the supported browsers listed below

Supported browsers (latest version):

MacOS:

• Chrome
• Firefox
• Safari

Windows:

• Chrome
• Firefox

Android:

• Chrome

iOS:

• Safari

Important: Make sure you're using the latest version of your chosen browser for the best experience.