This brief guide will provide instructions on how to troubleshoot your auto tech check. As a respondent, it is your responsibility to ensure you meet the system requirements before qualifying for a study. You must also complete your tech check with the same setup you will use to join the live discussion (same computer, headset/microphone, and internet connection). Please use a personal device on a free and open network.
Before you access the tech check link, ensure you are using the latest version of Chrome (preferred), Firefox, Edge, or Safari If Chrome does not work for you, you can always switch to Firefox or Edge. If you are not sure what browser and operating system you are using, read here.
Desktop or laptop (Windows and Mac)
Phone or tablet (Android and Apple)
Mobile OS will not be acceptable for all tech checks. If you can't record your auto tech check on mobile you will need to try again on a computer with the requirements listed above. Please note for most sessions a phone or tablet cannot be used. If you do not have a computer report this to your recruiter for more advice.
Try these troubleshooting tips
- Restart your computer and access the link again.
Completely close any other browsers or programs that may also be accessing the camera and microphone like Skype, Zoom, and Teams. If another program is open that is using your camera, the browser won't allow access to our site.
- Remove any other devices on your wifi connection (phones, tablets, etc) to free up bandwidth.
Record your video with wired headphones/earbuds with a microphone or use your computer mic -- remove Bluetooth headphones.
At the top of your browser in the address bar, you should find a webcam or a lock symbol. Click there 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 COPY then PASTE the link into the new browser.
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.
Please note during the auto tech check you cannot select an external device. Your default camera and mic will be auto-selected. However, you can select a different camera/mic when you join your session. Go ahead and record your audio/video with your default selections.
Microsoft Surface Users
Since the auto tech check does not allow you to select your camera position, you will only be allowed the backward-facing camera on your Surface. Just turn your device around to record your video. The live session does allow you to select your camera so this will not be an issue then. Your recruiter only needs to see that your camera works.
Some older Chromebooks do not allow an update of Chrome but it will tell you that you have the latest version. Use these instructions to test your browser and confirm the version number: How do I know what browser and OS I'm using?
If you do not meet the browser requirements, please switch to a Windows or Mac OS desktop computer to be able to complete your auto tech check.
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. If so, try logging off your VPN or finding a public network to get out from behind the firewall, restarting your browser, and trying the tech check again. Please check:
Are you using a work computer?
- While your work computer may allow streaming on Teams and Zoom, our domain may not be accessible. Please switch to a personal device and a free and open network that allows streaming from Discuss.io.
Is there a firewall or VPN on?
Once you've completed all of these troubleshooting tips you can run a pre-call test with our video API.
If none of the above work then you simply may not meet the system requirements to use our platform. If you do not qualify, report back to your recruiter.
Schedule a Live Tech Check
If you have confirmed you meet system requirements and have tried all the troubleshooting tips but still can't complete your auto tech check, you can schedule a live tech check with one of our help desk technicians or our support team by using the Submit a Request link above and selecting "Schedule a Live Tech Check" from the drop-down menu.