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 device and browser which is compatible with Willo? Check the compatibility list.
2. Turn your device completely off and then back on again.
2. Close all other browser tabs and any open applications, click refresh, then try the interview again.
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. Close all other tabs in your browsers, especially any other Willo tabs, you should only have 1 Willo interview tab open.
  4. Check you have the latest version of your browser - if not, update it.
  5. Enable access to your camera and microphone by following these steps.
Try refreshing 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.
If you are still unable to interview please proceed to the next step...

3
  Check your connection

Willo requires a minimum internet upload speed of 5mbps. If your internet upload speed is lower than 5mbps we suggest using an alternative connection. Test your internet speed.
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.
If you are still unable to interview please proceed to the final step...

4
  Use Chrome Incognito

If you arent already using Google Chrome, this is our recommended browser:
  1. Download the latest version of Google Chrome and open the Willo interview link in Chrome Incognito once installed.
  2. 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
  3. Don't have any other tab open.
  4. Try the interview again from the beginning using the link you were provided.
If you are still unable to interview please proceed to the next 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 9 minutes.
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