When a participant in a One Small Step Connect interview is unable to see or hear their interview partner, it usually means that one of the participants is having technical issues with their camera or microphone. There are a number of steps you can take to identify and address these issues.
Confirm your camera and microphone are working properly
To confirm that your device’s microphone and camera are working properly, you can run a TokBox Pre-call Test. This pre-call test should show you if there are any hardware, software, or browser compatibility issues that could be impacting your ability to use One Small Step Connect.
You can also test your microphone and camera by using another piece of software on your device that records sound and video. Record a test and see if the problem persists using other software. If so, it could be a hardware issue.
| Please Note: In some situations, simply restarting your device can correct microphone and camera issues, especially on older devices. |
Confirm you have given the platform access to your microphone and camera
When you enter the One Small Step Connect interview room for the first time, you should encounter a pop-up asking for access to your device’s microphone and camera. Both participants need to select Allow to connect their microphone and camera to move forward with the interview.
If you did not give permission or were not prompted by a pop-up to give access to your microphone and webcam, you’ll need to adjust the camera and microphone permissions in your browser's settings. You can find additional information on how to adjust and reset your browser’s microphone and camera settings in the Help Center article below.
| Please note: If you have multiple cameras or microphones connected to your device, you may also need to adjust which microphone/camera you are using during your interview in your browser's settings. |