How To Troubleshoot Interviews

Updated 30 September 2025 17:12

Training

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This section will cover in 7 minutes :

Use this order of operations:

Before admit (fastest fix): confirm the participant completes the Respondent Readiness Guide checks. They can switch devices there, play a speaker test, speak into the mic test until verified, and run the internet test. If they need help, they can click Help → Alert Meeting Room; open a private chat with them from your Participants panel while they’re still pre-admit.
In room: open Settings (gear) → verify Microphone/Speakers selections; watch for input level movement; toggle Mute/Unmute.
Phone audio fallback: use Call Me or Dial-in (pre-join in the Readiness Guide or in-room via Settings). Keep the web session open for visuals and recording sync.
Refresh path: use the Refresh action on the participant row in Participants; if devices were blocked, have them allow browser permissions and refresh.

Echo/feedback is usually caused by open speakers without a headset, multiple joins for the same person, or two devices unmuted in the same space.

Ask the participant to use headphones/earbuds with a mic.
Check if they’re joined twice (e.g., laptop + phone browser). Remove one connection.
If using Call Me/Dial-in, ensure the participant’s web audio is muted after the phone connects.
The moderator can mute the noisy source from the Participants' list.
Lower the speaker volume and move the mic farther from the speakers.
Close nearby devices (tablets/phones) that may also be connected.
If the echo persists, keep the phone audio on and turn off the camera to isolate audio causes.

Permissions: have the participant allow camera access in the browser; if blocked, they’ll see a message and should refresh after updating permissions.
Device selection: choose the correct Camera in the Readiness Guide or in-room Settings; if multiple cameras exist, try each.
Bandwidth triage: reduce network load; if choppy, lower video quality in Settings or use audio-only temporarily.

Confirm no other app (Zoom/Teams) is using the camera/mic; quit those apps.
Restart the browser (or device) to release device locks.
Replug external devices; on Windows/Mac, verify the OS sees the device in Sound/Camera settings.
In the browser, verify permissions under the lock icon in the address bar and allow both Camera and Microphone.
Use Refresh from the Participants panel to re-negotiate devices after fixes.

Ask them to copy/paste their unique link into Chrome (preferred) or Edge.
Have them join 10 minutes early to complete the Readiness Guide; if stuck, they should click Help → Alert Meeting Room so you can chat pre-admit.
If they see a permission prompt, they must allow camera/mic.
If the page spins, ask them to disable VPN, try a different network, or use mobile data temporarily.
If blocked by corporate IT, see How to work with firewalls below.

No one can hear me/them: verify the correct mic and speakers; watch the mic level meter; use Call Me if still failing.
They can hear me, I can’t hear them: switch Speakers device; play the test sound again; check OS output device.
Cannot see video: re-select camera; remove virtual camera apps; check permissions and refresh.
Choppy/frozen: close heavy apps/tabs; pause streaming on the network; lower video quality; consider audio-only.
Pre-admit stuck: from Participants, refresh their connection or open a private chat to walk them through permissions.