I'm having issues with my interview

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

Please follow these steps as they solve 99% of all technical issues:

1
  Check your device

1. Are you using a device and browser which is compatible with Willo? Check the compatibility list.
2. Close all other tabs in your browser, except this one and start the Willo interview again using the invite link.
If everything looks OK proceed to the next step...

2
  Device settings

  1. Unplug any external webcam or microphone and reconnect it.
  2. Restart your device - this old trick always helps!
  3. Navigate to your device settings: then to 'Sound' or 'Camera' and check if there's any indication of a muted microphone or disabled camera.
  4. Close all other tabs in your browsers, especially any other Willo tabs, you should only have 1 Willo interview tab open.
  5. Check you have the latest version of your browser - if not, update it.
  6. Enable access to your camera and microphone by following these steps: https://support.willo.video/article/63-enable-access-to-camera-and-microphone
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 2mbps. If your internet upload speed is lower than 2mbps 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:
  1. Download the latest version of Google Chrome (our recommended browser) and open the Willo interview link in Incognito mode.
  2. Close all other tabs.
  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. Try refreshing and 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 response time is 9 minutes.
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