I'm having issues with my interview

Audio issues? Camera not recording? You've come to the right place!

There are a few things that tend to fix the most common problems. Here's a quick checklist we suggest you run through if you're having issues:

1

 Check your device

  1. First, are you using a Willo compatible device and browser? Check the compatibility list.
  2. Turn your device completely off and then back on again. 
  3. Unplug any external webcam or microphone and reconnect it.
  4. If you are using a VPN please disable it temporarily. 
  5. Close all other browser tabs and any open applications, click Refresh, then try the interview again.
  6. If you are still having issues move to the next step... 
2

 Device settings

  1. Unplug any external webcam or microphone and reconnect it.
  2. Navigate to your device settings: then to 'Sound' or 'Camera' and check if there's any indication of a muted microphone or disabled camera.
  3. Check you have the latest version of your browser - if not, update it.
  4. Check access to your camera and microphone by following these steps.
  5. Click Refresh and try the interview again from the beginning using the link you were provided. 
Top tip: Certain devices will simply not work, especially if they have been provided by your employer or if you are running special settings or applications. If you continue to have issues with your device we suggest you complete your interview on another device.
3

 Check your connection

  1. Willo requires a minimum internet upload and download speed of 5mbps
  2. Test your internet speed.
  3. If your internet upload speed is lower than 5mbps we suggest using an alternative device and/or connection.
  4. If you are still unable to interview please proceed to the next step...
Top tip: Sometimes it can help to wait until the internet is quieter in your neighbourhood. Try anytime after 7pm or early morning before 9am.
4

 Use Chrome Incognito

  1. Download the latest version of Google Chrome
  2. Open the Willo interview link in Chrome Incognito once installed.
  3. Open Incognito using one of these shortcuts if you don't know how to:
    1. Windows or Linux: Press Ctrl + Shift + n
    2. Mac: Press ⌘ + Shift + n
  4. Close all other open tabs.
  5. Try the interview again from the beginning using the link you were provided.
If you are still unable to interview please try using another device by scanning your unique QR code in the OffShoot™ menu:

If you don't have any other device proceed to the final step...
5

 Ask us 💁

If you have reached this point and still have issues please ask us using the chat or Contact Us. We are here to help 24/7 and our typical resolution time is currently 9 minutes.
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