Troubleshoot Common Problems

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Pre-recorded Interview Issues
Common solutions to issues that may occur during your 1-way virtual interview.
All Troubleshooting Issues > Solutions To Webcam Issues

Solutions to Webcam Issues
The Webcam is Selected but There is No Picture
You have your webcam selected from the dropdown menu but there is no picture.
  • Is the Webcam Box white? If it is, this indicates the webcam is in use by another program or application. Such things as Skype or webcam software must be closed before re-launching the interview.
  • Is the Webcam Box black? If it is, ensure that you do not have the lens cap of the webcam closed. Additionally, if you are using a built-in webcam with a laptop, ensure the laptop is not closed.
  • If the webcam is not UVC compliant (plug & play), ensure you have the latest drivers installed.
Your Webcam is Not Available on the Dropdown Menu
If the webcam is not available on the dropdown menu this indicates that Adobe Flash Player is unable to detect it.
  • If the webcam is not UVC compliant, ensure you have the latest drivers installed. These can be obtained from the manufacturers website under the "Downloads" section.
  • Verify you have the latest version of Adobe Flash Player installed Check Now >>
  • Is the webcam built into a new laptop? In some cases, new laptops will require you to install software in order for the webcam to function. You will need to refer to the manufacturer's instructions.
You Select Your Webcam And Sees An Image of the Webcam Software
Rarely, you will select your webcam from the drop down list and see an image of the webcam software in place of your live video feed.
  • From the drop down menu, there will be another option such as, "USB Class Video" that will allow you to see yourself.
All Troubleshooting Issues > Solutions To Microphone Issues

Microphone Issues
Two of the most common microphone issues are either the microphone is muted or it is not designated as the input device for the computer. If you are unable to pass the microphone check please use the following steps.
Instructions for Windows 7:
  1. Access the "Control Panel" by clicking "Start" button in the bottom left and then selecting "Control Panel" from the menu that opens up.
  2. Find the icon labeled "Sound"
  3. Once the sound menu is open, locate the tab on the top that says, "Recording"
  4. Confirm that your desired microphone is selected as the default device. For example, if you have a Logitech webcam plugged in you would want to select the microphone that is labeled "Logitech".
  5. Next to the name of the microphone you will see a volume bar that will react to the sound of your voice
  6. If the volume bar does not react, click "Configure" or "Properties" to raise the volume and confirm the microphone is working
Instructions for Windows XP:
  1. Access the "Control Panel" by clicking "Start" button in the bottom left and then selecting "Control Panel" from the menu that opens up.
  2. Find the icon labeled "Sounds and Audio Devices" and double click it.
  3. Once the sound menu is open, locate the tab on the top that says, "Voice".
  4. Under the voice-recording tab confirm the desired microphone is selected as the default device. For example, if you have a Logitech webcam plugged in you would want to select the microphone that is labeled "Logitech".
  5. Click "Test Hardware" to verify the microphone is functioning as intended. You may also increase the volume of the microphone from this area.
Instructions for Mac OSX:
  1. Access the "System Preferences" from the dock or applications folder
  2. Find the icon labeled "Sound"
  3. Under the "Input" tab confirm the desired microphone is selected as the default device. For example, if you have a Logitech webcam plugged in you would want to select the microphone that is labeled "Logitech".
  4. Underneath of the input devices, there is a bar labeled "Input Level". This will react to your voice if the proper microphone is selected.
  5. Raise the "Input Volume" if the microphone volume is too low
All Troubleshooting Issues > Solutions To Freezing Issues

My Interview Froze
If your interview freezes it is generally related your internet connection or too many programs running on your computer (CPU is burdened)
  • Close any other non-critical programs or websites that may be using bandwidth or burdening the CPU
  • Verify you meet InterviewStream's bandwidth and hardware requirements. Check Now >>
  • Verify you are running the latest version of Adobe Flash Player Check Now >>
  • If you meet the above requirements, close the browser and re-launch the interview
All Troubleshooting Issues > Solutions To Choppy Video

My Video Is Choppy
A choppy or inconsistent video stream is generally related to bandwidth or too many programs running on your computer (CPU is burdened)
  • Close any other non-critical programs or websites
  • Verify you meet InterviewStream's bandwidth requirements Check Now >>
All Troubleshooting Issues > Solutions To Connection Issues

Unable to Establish a Connection
If you are unable to establish a connection to InterviewStream you are: blocking traffic from InterviewStream (firewall), ports 1935/443 are blocked, or your connection is too poor to contact the servers.
  • Verify you meet InterviewStream's bandwidth requirements. Check Now >>
    Note: If you are unable to test your connection you are blocking traffic through restricted browser settings or through firewall rules.
  • Close and other non-critical programs
  • Are you connected through a VPN? This may impact connection speed and the ability to connect.
  • If you are connected to the internet via a corporate connection you may need to contact your IT department for technical assistance.
All Troubleshooting Issues > Solutions To Connection Issues

You Receive A Connection Warning
An automatic connection test is preformed as soon as you follow the link for your live interview. Please do the following if you receive a connection warning, which indicates your Internet connection is at or below our recommended speed of 100 KBytes.
  • Close any other non-critical programs or websites that may be using bandwidth or burdening the CPU
  • Verify you meet InterviewStream's bandwidth requirements. Check Now >>
  • If you are connected via wireless Internet, connect directly to your modem by plugging an Ethernet cable into your computer.
Unable to Establish a Connection
If you are unable to establish a connection to InterviewStream you are: blocking traffic from InterviewStream (firewall), ports 1935/443 are closed, or your connection is too poor to contact the servers.
  • Verify you meet InterviewStream's bandwidth requirements. Check Now >>
    Note: If you are unable to test your connection you are blocking traffic through restricted browser settings or through firewall rules.
  • Close and other non-critical programs or websites that may be using bandwidth
  • Are you connected through a VPN? This may impact connection speed and the ability to connect.
  • If you are connected to the internet via a corporate connection you may need to contact your IT department for technical assistance
All Troubleshooting Issues > Solutions To Echo Issues

You Hear An Echo When You Speak
  • If you hear an echo when you are speaking over the VoIP audio mode, another user in the room probably does not have at least version 10.3 of Adobe Flash Player
  • If that participant is not able to download a later version, they will need to wear headphones to avoid audio from being looped back into their speakers which would cause you to hear an echo
Did your Flash crash while using Google Chrome? Click here to see the fix.
If you have set up your webcam correctly with Adobe Flash, you should be able to see yourself below:

Make sure your microphone is selected in the dropdown box below, and slide the volume meter left and right to adjust your volume.

If your microphone is setup and working correctly with Adobe Flash, you should see the microphone meter above the volume slider move from left to right as you speak.

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Glossary of terms

Bandwidth: In reference to your internet connection, bandwidth is often used as a synonym for data transfer rate - the amount of data that can be carried from one point to another in a given time period. This kind of bandwidth is usually expressed in kilo bytes (of data) per second (kBps). In the context of a video interview, the higher your bandwidth is the better your video will perform.

CPU (Central Processing Unit): The main component of a computer system, which contains the circuitry necessary to interpret and execute program instructions. In the context of a video interview, the CPU is required to process the resources necessary for your webcam, internet browser, and adobe flash player.

RAM (Random Access Memory): The place in a computer where the operating system, application programs, and data in current use are kept so that they can be quickly reached by the computer's CPU. In the context of a video interview, your computer's RAM helps your CPU process items more efficiently.

Latency: In reference to your internet connection, latency, a synonym for delay, is an expression of how much time it takes for a packet of data to get from one designated point to another. In the context of a video interview, a high latency will yield choppy or inconsistent video because there is a delay in your data communicating with the servers.

Firewall: A device or set of devices designed to permit or deny network transmissions based upon a set of rules and is frequently used to protect networks from unauthorized access while permitting legitimate communications to pass. In the context of a video interview, a firewall may prevent or hinder you from successfully completing your interview.

UVC Compliant: In reference to your webcam, UVC stands for Universal Video Class, which means the webcam requires no drivers to function. This may also be referred to as Plug & Play. In the context of a video interview, this means the webcam is functional as soon as you plug it into your computer; there are no drivers or software to worry about.

Port 1935: This port is optimized for streaming video. It allows for the streaming of data, video and audio using an active Internet connection among a Flash Server and its associated player

VPN (Virtual Private Network): A network that uses primarily public telecommunication infrastructure, such as the Internet, to provide remote offices or traveling users access to a central organizational network.