My camera is not working

1. Is your webcam properly set up ?

Make sure :

You select the camera you want to use:

When setting up the video, please make sure you select the relevant camera in the drop-down menu from the authorisation pop-up at the top of your browser.

If the drop-down menu is frozen, please go to the Preferences menu of your browser to select the relevant camera.

That the webcam is activated and connected to your computer:

On Windows:
Click on the Windows icon
Select the privacy settings
In the left-hand menu, select “Camera”
Check that it is enabled

On Mac:
Click on “Apple”
Go to the “System Preferences” menu
Go to the Devices > Image menu
Check that the webcam is enabled

That levels are correct.

For questions related to camera settings, please visite the relevant webpage:
Windows
Mac

2. Are other applications using your webcam open?

Before starting the equipment test phase, please check that no other application (Skype, FaceTime, Google Hangout, etc.) is using your webcam. If so, please close the programs in question. When it’s done, please check that your webcam is working with InterviewApp by refreshing your browser page and accessing the Video Setup page.

3. Have you followed all the steps of setting up the video?

Regardless of the browser you use among those that are compatible with our platform, you should see an authorisation pop-up at the top of your screen after clicking the ENABLE WEBCAM blue button. Make sure to click “Allow”. 

If you have denied access to your microphone and your webcam when this pop-up appeared, here is how to re-allow access:

Google Chrome: Click on the little padlock on the very left of the URL bar then allow access to the webcam and microphone in the pop-up that appears at the top of your browser. Alternative methods to change site permissions on Google Chrome are detailed here.
Mozilla Firefox: Click on the little padlock on the very left of the URL bar and delete the "Blocked Temporarily" option in the permission box that pops up. Then click ENABLE WEBCAM again and allow access to your camera and microphone.  Alternative methods to change site permissions on Mozilla Firefox are detailed here.
Opera: go to your browser preferences and click “Website” in the menu on the left. In the “Camera” section, click “Manage exceptions” and delete the URL of our platform in the blocked sites list. Repeat this operation for the microphone. When it’s done, refresh the Video Setup page and allow access to the webcam and microphone in the pop-up that appears at the top of your browser.

4. Other potential causes of problems with the webcam.

The problem may be your browser.

We recommend you to test again with another browser than the one you are currently using. The problem may be due to conflicts with your browser extensions. 

As a reminder, the browsers we recommend are Google Chrome, Mozilla Firefox or Opera.

Run a test with Webcammictest

If none of the previous advice helped, please test your camera with Webcammictest in order to identify and solve any other potentiel issue.

If the problem persists, please note the you can take the interview from your smartphone or tablet.

Updated on: 26/10/2020