Basic Troubleshooting for Moderators - Moderator Guide

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This brief guide will provide some basic troubleshooting in case an interview participant has trouble joining a live session. 


First Things First

Ensure you meet the system requirements:

Desktop (Windows or Mac)

  • Google Chrome (latest release version)

  • Firefox (latest release version)

  • Edge (version 80 or newer)

  • Safari (version 13 or newer)


Mobile (Android or iOS)

Moderators and translators cannot join a session with a mobile device. Observers can join on any current device (both desktop and mobile).

  • Chrome (latest version)

  • Safari 13 or higher
  • Firefox (latest version)

How do I know what browser and OS I'm using?


Try these troubleshooting tips

Troubleshooting Options

  • Use/install/update to the latest version of Chrome (preferred), Firefox, or Edge.

  • Restart your computer and access the link again.

  • Remove any other devices on your wifi connection (phones, tablets, etc)

  • Completely close any other browsers or programs (Skype, Zoom, Teams) that may also be accessing the camera and microphone.

  • Test your audio with wired headphones/earbuds with a microphone -- do not use bluetooth headphones.

  • At the top of your browser in the address bar, you should find a webcam or a lock symbol. Click on it to allow and/or select your microphone and camera. This should allow our site access.

  • Open an Incognito window in Chrome or an InPrivate window in Firefox/Edge and try again.

  • Try again on a different browser. Chrome and Firefox are free and easy to download.

  • Refresh your page at any time.

  • If you are receiving a 404 error page, COPY then PASTE the link into the address bar rather than clicking on it from your email.

  • Use an Ethernet cable to wire directly into your modem/router.

Microsoft Surface Users

Microsoft Surface will automatically default to the backward-facing camera. The live session does allow you to select your forward-facing camera.


Chromebook Users

Some older Chromebooks do not allow an update of Chrome but it will tell you that you have the latest version. Test your browser here to confirm the version number: How do I know what browser and OS I'm using?

If you are unable to update to the latest version of Chrome, please switch to a desktop computer.


Firewalls and Corporate IT Settings

If you experience issues with the tech check detecting your camera and microphone, it may be because you are behind a firewall or audio/video streaming has been disabled on your browser. Please check:

  • Are you using a work computer?

  • Is there a firewall or VPN on?

If so, try turning off your firewall or logging off your VPN or finding a public network to get out from behind the firewall, restarting your browser, and try to join again

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