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Troubleshooting Video Interview Submissions

Helpful steps for resolving issues with candidate video interview submissions

Written by Trevor Orr
Updated today

Troubleshooting Video Interviews

Video interviews are a key part of the hiring process, giving you a consistent way to evaluate candidates. Occasionally, an applicant may encounter issues when recording their videos. This guide walks through the most common problems and how to resolve them quickly.

Before You Start

Before diving into specific issues, confirm the basics:

  • The applicant is using a supported browser (Chrome is recommended)

  • The applicant has a camera and a microphone (either via phone, laptop, or connected devices on a computer)

If everything above checks out, move on to the issue you’re experiencing.

Common Issues & How to Fix Them

Black Screen When I click Play

If the video interview is submitted but you don't see or hear anything when you click play, the applicant likely messed up the recording, either by not having a connected camera and/or microphone, or by their device permissions not being correctly set.

What to check:

  • Try downloading the video interview

    If you still see and hear nothing, the applicant sent a bad video and will need to rerecord it after fixing their tech issues.

How to fix it:

  1. Send this link to the applicant so they can fix their device permissions on their browser

  2. They'll also need to ensure their devices are enabled on their computer or phone. For Windows computers, use this link & this link. For Apple computers, use this link & this link. For iPhone, use this link. For Android, use this link.

  3. Once they've ensured that the permissions are correct on both the hardware and software level, resend the video interview for them to take (if they had one completed, delete their current one first to be able to resend one)

No Audio or Low Volume

What you might notice:

  • Video plays, but no sound

  • Audio is extremely quiet

What to check:

  • Check whether the AI-generated transcript is available. If it is, the video has sound, and it's your browser or system settings that are muting the sound. If the AI transcript is not available, they likely failed to include audio in their recording.

How to fix it:

  1. Download the video interview and play the downloaded file

  2. If the audio quality does not improve, first check your system's sound settings to ensure they're correct. If you still hear nothing or poor audio quality, the issue is on the applicant's end. They'll need to check their configuration (send links in the step above) and rerecord the video interview after you delete their submission and resend it to them.

Poor Video Quality

What you might notice:

  • Blurry video

  • Choppy playback

  • Delayed audio

What to check:

  • Your browser may be causing the issue if you have a lower-end computer.

How to fix it:

  1. Download the video interview and see if the results change; if they don't, the issue is on the applicant's end, and their hardware is either faulty or misconfigured.

  2. Send the steps above to help fix the issue. If they persist, the candidate's camera might be faulty.

Pro Tips for Smoother Reviews

  • Use Chrome for the most consistent experience

  • Keep your browser updated

  • Review videos on a desktop for the best performance

When to Contact Support

If you’ve tried the steps above and the issue still isn’t resolved, reach out to support with the following:

  • Candidate name and email

  • Description of the issue

  • Screenshot or screen recording (if possible)

We may not be able to assist with all issues, as most issues are on the candidate's end, but we can try to point you or them in the right direction.

Contact by chat: Click on the chat bubble in the bottom right of your screen

8:30 am - 5:30 pm EST
Monday - Friday

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