Troubleshoot Common Problems
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Hardware Requirements
Operating Systems: XP/Vista/Windows 7/OSX10+
1.8 GHz processor or better
2 GB RAM or better
High-speed internet connection
Webcam/Mouse/Speakers
Glossary Of Terms
Pre-recorded Interview Issues
Common solutions to issues that may occur during your 1-way virtual interview.
Live Panel Interview Issues
Common solutions to issues that may occur during your live panel interview.
All Troubleshooting Issues > Solutions To Webcam Issues
Solutions to Webcam Issues
- The Webcam is Selected but There is No Picture
- Your Webcam is Not Available on the Dropdown Menu
- You Select Your Webcam And Sees An Image of the Webcam Software
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:
- Access the "Control Panel" by clicking "Start" button in the bottom left and then selecting "Control Panel" from the menu that opens up.
- Find the icon labeled "Sound"
- Once the sound menu is open, locate the tab on the top that says, "Recording"
- 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".
- Next to the name of the microphone you will see a volume bar that will react to the sound of your voice
- If the volume bar does not react, click "Configure" or "Properties" to raise the volume and confirm the microphone is working
- Access the "Control Panel" by clicking "Start" button in the bottom left and then selecting "Control Panel" from the menu that opens up.
- Find the icon labeled "Sounds and Audio Devices" and double click it.
- Once the sound menu is open, locate the tab on the top that says, "Voice".
- 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".
- 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:
- Access the "System Preferences" from the dock or applications folder
- Find the icon labeled "Sound"
- 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".
- Underneath of the input devices, there is a bar labeled "Input Level". This will react to your voice if the proper microphone is selected.
- 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
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