Troubleshooting common issues

Audio issues? Camera not recording? You are in the right place!

Welcome to our help article on troubleshooting common issues with Willo video interviews. We understand that technical difficulties can be frustrating, especially when you're trying to make a great first impression with a potential employer. That's why we've put together this guide to help you quickly identify and resolve any issues you may encounter during your Willo interview. In this article, we'll cover some of the most common issues candidates experience, along with step-by-step instructions for how to resolve them. We hope you find this information helpful, and if you have any further questions or concerns, please don't hesitate to contact our support team for assistance.


 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, wait 5 seconds, and then plug it in again.
  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... 

 Device settings

  1. Unplug any external webcam or microphone, wait 5 seconds, and then plug it in again.
  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.

 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.

 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...

 Ask us 💁

If you've tried these troubleshooting steps and are still experiencing issues with your Willo video interview, don't hesitate to reach out to our support team for further assistance. Our dedicated team is available 24/7 to help ensure you have a seamless interview experience. Simply contact us by clicking the chat icon in the bottom right corner of your screen. We're here to help, and we wish you the best of luck with your interview!

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