Video Chat Troubleshooting (Students/Candidates)

Steps to take to troubleshoot your video chat if you're having trouble connecting in a virtual room.

Katherine Allen avatar
Written by Katherine Allen
Updated over a week ago

Disconnect from your VPN

Are you logged into your firm's virtual environment? Please disconnect from your VPN. This will fix any connection issues.

Ensure that the correct device is selected

If you are having trouble with your camera, try clicking on the down carrot arrow next to the camera icon to see if any of the other devices displayed there will work:

You can also do this for microphone or audio issues by clicking on the down carrot arrow next to the microphone icon:

Check your browser

The best internet browser for video chat is Chrome. Download it here.

Flo Recruit's video chat works on most major browsers including Chrome, Firefox, Safari, and Microsoft Edge. We do not support Internet Explorer.

Close other applications that use your camera and microphone

Close and completely quit all other applications, like Zoom or Teams, that use your camera and microphone. Many computers do not support two applications using your camera at the same time. After you close and completely quit all other applications, close and reopen your browser in which you have Flo Recruit open.

If using Bluetooth headphones, try using ones with a wire or using your device's speakers instead

Bluetooth headphones can sometimes cause variations in audio quality. This is due to the fact that your Bluetooth headphones may switch from a high-quality audio profile meant for music, to a lower quality, audio delay optimized profile meant for phone calls. Read more on this here.

Check your permissions

Both your computer and your browser need to give permission to your browser to use your camera and microphone.

Browser Permissions

When you first join a virtual interview, your browser will prompt you to give our site permission to utilize your camera and microphone. Click 'Allow' to enable this. We need access to your camera and microphone for the video chat.

Screenshot of pop-up notification in Chrome requesting browser permissions

How to Reset Permissions if Pop-Up Doesn't Show

If the pop-up doesn't appear, you clicked Block by mistake, or you exited out of the pop-up prompt, you can reset your permissions by clicking the camera icon in your URL bar. When you do that, you'll see an option to allow access to the camera and microphone. Select that option, and then refresh your entire page and re-join the virtual room.

Screenshot of re-setting browser permissions after blocking or exiting

Computer Permissions

If your browser is telling you that you do not have a camera or a microphone, or it says that no camera or microphone are detected, your browser may not have permission to access the camera or microphone from your computer. Some computers require you to give each of your browsers permission to access your microphone and camera.

Checking Computer Permissions for Browsers on Windows 10

  • Select Start, then select Settings > Privacy > Camera. In Allow access to the camera on this device, select Change and make sure Camera access for this device is turned on.

  • Then, allow apps access to your camera. In Camera settings, go to Allow apps to access your camera and make sure it's turned on.

  • Once you've allowed camera access to your apps, you can change the settings for each app. In Camera settings, go to Choose which Microsoft apps can access your camera, and turn on apps you want to use with it. For desktop apps, make sure that Allow desktop apps to access your camera is turned on.

  • The same process as above can be followed for microphone access.

Checking Computer Permissions for Browsers on MacOS

  • Click the Apple icon in the top Left

  • Click System Preferences

  • Click Security & Privacy

  • Click Camera and click the checkmark next to the browser you'd like to which you'd like to give permission

  • Click Microphone and click the checkmark next to the browser you'd like to which you'd like to give permission

  • IMPORTANT: Make sure you give BOTH your Camera and Microphone permission, or your permissions issue may persist.

Screenshot of enabling applications to access the camera on MacOS

Upgrade Your Operating System

Older operating systems can cause issues with your browser and video chat performance. Before you use any software program, we recommend updating your device's operating system to the latest version available.

For Windows: select Start > Settings > Windows Update , then select Check for updates.

For Mac: select Apple menu > System Settings > General > Software Update

OR Apple menu > System Preferences > Software Update

Check Your Network Connectivity

In our app, you can check your network by clicking the "Network" button in the bottom menu. The download rate is the other attendee's network speed and the upload rate is your own. The higher these numbers are, the stronger your network is.

After checking this, we also recommend checking your network using our video provider, Daily's, network test by following this link:

Disconnect from Proxy on Mac

If the previous steps are not helping to fix the problem, checking your proxy settings may help. If your web proxy is turned on, this can provide a firewall that does not allow you to join your call. In order to check and disable this on a Mac, follow these steps:

Navigate to System Preferences and select the "Network" icon:

Click the "Advanced" button in the bottom right corner:

Now, select the "Proxies" menu in the top menu bar. Here, ensure that "Web Proxy (HTTP)" is unchecked. If it was previously selected, you will need to reload your meeting page after turning this proxy off.

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