If you are encountering an error that states 'Error occurred in Audio/Video Recorder' or 'Could not start video source' when trying to complete your interview or assessment, please try the troubleshooting steps below:
- Close all other applications or pages on your phone or device that might be using your camera or microphone. An easy way to close out of everything is to completely restart your device.
- We recommend using Google Chrome for most devices. However, if you're using an iPhone or iPad, you'll need to use Safari. If there are any pending system updates or updates to your browser, this would be a perfect time to complete those updates!
- Clear your device's cache and cookies. You can review this guide to complete this step in Safari, Safari Guide, and you can review this guide to complete this in Chrome, Google Chrome Guide.
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If you're running into this issue on a Mac or Apple device, I recommend taking a look at this walkthrough for Video Recorder issues specific to your device: If a media file doesn't open or play on your Apple device
- If you are running into this issue on Windows or Android devices, check out this resource: Resources for troubleshooting issues in Windows Media Player
If none of the above troubleshooting steps resolve your issue, we recommend trying an alternative device to complete your interview or assessment.
- We find that a lot of issues that candidates encounter can be resolved with one of the following common troubleshooting steps. If you are encountering issues that seem technical in nature, we would recommend trying these steps: Update your browser, Change browser, Clear cache and cookies, Update OS, Restart Network, Restart device, or Change devices. You can further details in the Common Troubleshooting Steps article.