Troubleshooting Common Issues
Help candidates resolve common interview issues quickly with clear troubleshooting steps for camera, microphone, network, loading, and video lag problems.
Use this guide when a candidate reports technical issues during an interview.
Most interview-related problems can be resolved within a few minutes by guiding the candidate through basic troubleshooting steps.
Encourage the candidate to stay calm and follow one step at a time before escalating the issue.
Note for Recruiters
Note: A troubleshooting guide is already available in the right-side chat section of the interview page. If a candidate reports any technical issue, you can first ask them to read the article and try the recommended troubleshooting steps before escalating the issue further.
General Troubleshooting Steps
Before moving to issue-specific troubleshooting, ask the candidate to try the following:
Reload the browser
Ask the candidate to reload the browser.
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Windows: Ctrl + R
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Mac: Cmd + R
Close and reopen the browser
Fully close and reopen the browser, then rejoin the interview using the interview link.
Use Google Chrome
Use the latest version of Google Chrome whenever possible.
Clear cache and temporary files
Clear browser cache and temporary files if the interview page behaves unexpectedly.
Check internet speed
Test internet speed and confirm the connection is stable.
Recommended minimum speed: 5 Mbps.
Restart the device
Restart the device to clear temporary system issues.
Troubleshooting by Issue Type
1. Candidate Cannot Use Camera or Microphone
If the candidate reports audio or video issues, guide them through the following checks:
Mac devices
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Open System Preferences.
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Navigate to Security & Privacy.
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Confirm microphone and camera permissions are enabled for the browser.
Windows devices
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Open Settings.
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Go to Privacy.
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Confirm microphone and camera access are turned on.
Additional steps
Ask the candidate to close applications such as:
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Zoom
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Microsoft Teams
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Skype
These applications may already be using the camera or microphone.
Ask the candidate to retry the interview in an incognito or private browser window.
2. Candidate Faces Network or Connection Problems
If the interview disconnects or connection errors appear, guide the candidate to:
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Disconnect any VPN or proxy service.
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Move closer to the Wi-Fi router.
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Switch to a mobile hotspot if the current network is unstable.
3. Interview Page Is Not Loading
If the interview page fails to open or remains stuck while loading, ask the candidate to:
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Verify JavaScript is enabled in the browser.
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Clear browser cache and cookies.
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Open the interview link in an incognito or private browser window.
4. Video Is Slow or Lagging
If the candidate reports delayed or freezing video, ask the candidate to:
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Close unnecessary applications and browser tabs.
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Reduce video quality if internet speed is low.
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Try joining from another device such as a phone or tablet.
Advanced Troubleshooting Steps
If the issue still continues after basic troubleshooting, ask the candidate to try the following:
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Another browser such as Mozilla Firefox or Safari.
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Restarting the internet router.
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Switching to a mobile hotspot connection.
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Confirming the operating system and browser are fully updated.
FAQs
Ask the candidate to first check the troubleshooting article in the right-side chat section and follow the basic steps there before escalating the issue.
This usually happens because browser permissions, device permissions, or another app is already using the camera or microphone.
Ask the candidate to use the latest version of Google Chrome whenever possible for the best compatibility.
Ask the candidate to clear browser cache and cookies, enable JavaScript, and reopen the interview link in an incognito or private window.
Ask them to disconnect any VPN or proxy, move closer to the Wi-Fi router, or switch to a more stable network such as a mobile hotspot.
Ask the candidate to close extra apps and browser tabs, reduce video quality if needed, or try joining from another device.
Ask candidates to check their internet connection, clear their browser cache, use incognito mode or another browser, or try a different device. They should also follow the troubleshooting guide shown on the right side of the interview page during the recording process.
Escalate the issue only after the candidate has followed the troubleshooting article steps and still cannot continue the interview. Please share the job link and the candidate’s email ID, and we will check from our end.