For candidates whose camera or microphone isn't working during the device check.
Most camera and microphone issues come from browser permissions or another app using your device. Start with the quick fixes below — they solve the large majority of problems — then use the microphone, camera, and browser steps if you're still stuck. Your progress is saved, so you can switch devices at any point.
Quick fixes to try first
Try these before anything else — they resolve most issues:
Refresh the interview page.
Close other apps using your camera or microphone (Zoom, Teams, Skype, FaceTime).
Restart your browser.
Try a different browser — Chrome or Safari are the most reliable.
Fixing microphone problems
If your microphone isn't working, it's usually muted, not selected as the input, or blocked by your browser.
Microphone isn't picking up sound
Check that your microphone isn't muted (look for a mute button on your headset or keyboard).
Speak closer to the microphone, or a little louder.
Set your microphone as the default input. On Windows, right-click the speaker icon → Sounds → Recording → set your microphone as default. On Mac, go to System Settings → Sound → Input → select your microphone and adjust the input volume.
Try a different microphone if you have one.
Microphone is muted
Look for a microphone icon in your browser's address bar and make sure it isn't muted.
Check your system volume controls for a microphone mute toggle.
If you're using a headset, check for a physical mute button.
Restart your browser and try again.
Microphone access is blocked
Give your browser permission to use the microphone:
Chrome: click the camera/microphone icon in the address bar → set microphone to Allow → refresh.
Safari:Safari → Settings for This Website → set Microphone to Allow → refresh.
Firefox: click the microphone icon in the address bar → remove the block and select Allow → refresh.
Then check your system permissions:
Mac:System Settings → Privacy & Security → Microphone → make sure your browser is checked.
Windows:Settings → Privacy → Microphone → turn on Allow apps to access your microphone.
Fixing camera problems
If your camera isn't working, it's usually in use by another app, blocked, or obstructed.
Camera isn't detected
Check that your camera is properly connected (unplug and reconnect if it's external).
Close other apps that might be using it.
Test it in another app (FaceTime, Photo Booth, or the Camera app).
Restart your computer if the issue persists.
Try a different camera, or use your phone instead.
Camera feed is frozen
Close other apps using your camera (Zoom, Teams, Skype, FaceTime).
Refresh this page to restart the camera connection.
Restart your browser.
Restart your computer if it continues.
Camera shows a black screen
Check that the lens isn't covered or blocked.
Make sure you have adequate lighting (a very dark room can show as black).
If you're using an external camera, select a different camera in your device settings.
Update your camera drivers (Windows) or check for system updates (Mac).
Test the camera in another app to rule out a hardware issue.
Camera access is blocked
Give your browser permission to use the camera:
Chrome: click the camera icon in the address bar → set camera to Allow → refresh.
Safari:Safari → Settings for This Website → set Camera to Allow → refresh.
Firefox: click the camera icon in the address bar → remove the block and select Allow → refresh.
Then check your system permissions:
Mac:System Settings → Privacy & Security → Camera → make sure your browser is checked.
Windows:Settings → Privacy → Camera → turn on Allow apps to access your camera.
Browser-specific tips
Chrome: use the latest version; clear your cache (Settings → Privacy and security → Clear browsing data); disable extensions that might interfere.
Safari: it may require permission per website — manage it under Safari → Settings → Websites → Camera/Microphone. Fully quit and reopen Safari if needed.
Firefox: make sure hardware acceleration is enabled (Settings → General → Performance), you're on the latest version, and permissions are allowed under
about:preferences#privacy.
Still stuck?
If you've tried the steps above and still can't complete the device check:
Switch devices — your progress is saved, so you can move to a different computer, your phone or tablet, or a different browser.
Check the minimum requirements — the latest Chrome or Safari (Edge and Firefox may work but are less reliable), a working camera and microphone, and a stable connection of at least 5 Mbps up and down.
Contact support — reach us via in-app chat and include your device type, operating system, browser and version, the error message, and what you've already tried.