Troubleshooting Audio and Video problems in StoryCorps Virtual

PLEASE NOTE: This article only applies to virtual facilitated interviews that are recorded by appointment with StoryCorps staff. If you are recording with StoryCorps Connect, you can find assistance here.

 

While most participants experience no difficulties with their audio or video when they join a StoryCorps Virtual interview, there are sometimes issues that need to be addressed. Below are some resources to help you troubleshoot. If you’re still experiencing difficulties after following the steps below, please contact us and we will be happy to help figure out the problem.

 

Click the link below that corresponds to your situation to find step by step troubleshooting instructions:

(please note, these tutorials provide instructions for users of Google Chrome. We strongly recommend using Google Chrome over other browsers. )

 

Best Practices for Audio and Video when joining your interview

While most participants experience no issues with their audio or video when they join a StoryCorps Virtual interview, there are sometimes issues. To avoid this, we have a few tips:

  • When you click the link to your interview, you should immediately get a pop-up asking for permission to access your microphone and camera. Make sure you give permission to both.
  • Once you give access to your microphone and camera, you’ll see a blue progress bar indicating that a connectivity test is being conducted. Wait for this to complete and read what it says. If it says your connection cannot handle both video and audio, try closing any other open windows, or asking anyone else using your wifi to log off, then retest before entering the room.
  • Before you enter the room, on the test screen you should be able to see yourself in the camera feed and see the blue bar under “microphone” moving when you speak. These indicate that your camera and microphone are working properly.
  • If you have multiple cameras or microphones, make sure you are using the right one before you enter the room. Use the “switch” button on the test screen to select the correct camera or microphone.

Would you like to see what this looks like?

18 STEPS

1. When you click the link to join your StoryCorps Virtual interview, you should notice that Chrome asks for your permission to access the Microphone and Camera right away.

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2. Click Allow to give StoryCorps Virtual Access to your microphone and Camera

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3. Next you will notice that it will automatically begin a connectivity test. Make sure to let this finish before you Join the room.

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4. While you wait, you can enter your name

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5. When your connectivity test is complete, your results will display here. If your connection is not strong enough it may say you can join with audio only.

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6. If that is the case, we suggest closing any other open windows, or asking anyone else using your wifi network to log off. Then click re-test.

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7. If your connectivity hasn't improved, you can join the interview with audio only, but if you see Excellent Connectivity, both your audio and video should work properly. When you join the room.

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8. After your connectivity test, you should be able to see yourself here, this indicates your camera is working.

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9. If you speak, a blue line will appear under "Microphone" this indicates that your microphone is working.

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10. If you have more than one microphone (such as the one in your head phones and the one built in to your device) you can switch between them by clicking switch

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11. then click the drop-down options

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12. Here you can select any microphone available on your device.

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13. Once you've selected the microphone you want to use, click set

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14. If you have multiple cameras on your device (such as a forward and rear-facing camera) you can switch cameras in the same way

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15. Once everything is set click Join Room

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16. Once you are in the room you can switch between front and rear-facing cameras by clicking the camera button

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17. You can switch microphones while you are in the room by clicking the microphone button

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18. That's it. You're done.

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https://www.iorad.com/player/1693557/Best-Practices-for-Audio-and-Video-when-joining-your-virtual-interview

 

 

If StoryCorps Virtual is using the wrong camera or microphone

Many people have multiple cameras or microphones on their devices so it is possible to give StoryCorps Virtual access to the wrong camera or microphone. For example, you may have a microphone in your headphones but also have a microphone that is built in to your device. As well, users of tablets or mobile devices often have both front and rear-facing cameras. 

If you suspect StoryCorps Virtual is using the wrong camera or microphone, this can easily be corrected after you’ve entered the room.

On the top of your screen, there is a camera icon and a microphone icon. They are circled in yellow in this image.

Screen_Shot_2020-08-04_at_2.35.19_PM.png

 

If you need to switch cameras, click the camera icon Screen_Shot_2020-08-04_at_2.35.50_PM.png

If you need to switch microphones, click the microphone icon Screen_Shot_2020-08-04_at_2.35.58_PM.png

Once clicked, you will have the option to select a different mic or camera if more than one is available on your device.

 

If you did not give StoryCorps Virtual access to your Microphone and Webcam

If the pop-up did not appear or you accidentally said no when StoryCorps Virtual requested access to your microphone and camera, that is ok. This can be corrected in your settings.

  • Click the icon with three dots in the top right corner of Chrome
  • Select “settings”
  • On the settings screen select “Privacy and Security”
  • Select “Site Settings”
  • Click scv.storycorps.org in your recent activity
    •  If it does not appear in recent activity, scroll down and select “microphone” or “camera” and click scv.storycorps.org on the following screen.
  • On the screen that follows, find “camera” and “microphone.”  On the drop down menu to the right of each, make sure that “allow” is selected.
  • Return to your StoryCorps Virtual interview. If your new settings do not work right away, refresh your browser (note that when you refresh, you may have to re-enter the interview)

Need more help?

12 STEPS

1. When you click the link to join your StoryCorps Virtual interview, your browser should immediately show a pop-up like this asking for permission to uses your microphone and camera.

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2. clicking Allow is crucial, because it gives StoryCorps Virtual the ability to uses your microphone and camera so your interview partner can see and hear you.

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3. If you did not give that permission or the pop-up did not appear, you can solve this issue by going into your settings. In Chrome, first click icon with three dots

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4. Click Settings,

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5. Click Privacy and Security

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6. Click Site Settings

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7. You should see scv.storycorps.org in your recent activity.
Click scv.storycorps.org.

(Tip: if it doesn't appear in your recent activity, scroll down and select "Microphone" or "Camera" you should be able to find it on the following screen)

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8. Click the drop down beside camera or microphone

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9. Click Allow

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10. Return to StoryCorps Virtual

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11. If the changes don't work right away, make sure to refresh your browser. (When you refresh, you may have to rejoin the room)

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12. That's it. Your facilitator, and your interview partner should be able to see and hear you.

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https://www.iorad.com/player/1693037/Give-StoryCorps-Virtual-access-to-your-microphone-and-webcam

 

 

If the problem persists, reset your browsers permissions and re-enter the interview

  • Open the settings in Chrome
  • Go to Privacy and security -- > Site Settings
  • Click scv.storycorps.org in your recent activity
  • Click “Clear Data”
  • Click “Reset Permissions”
  • Return to your StoryCorps Virtual interview, there should now be a bar across the screen prompting you to refresh your browser to apply these changes. Click “refresh”
  • You will now have to rejoin the interview. A pop-up should appear asking for access to your Mic and Camera, click “allow”
  • Wait for the connectivity test to complete and read the results. If it says that you cannot use video or audio, please close any other open windows or programs that may be using your internet connection and click “re-test.” 
    • If you continue to have trouble getting a strong connection, you may have more success if you ask anyone else who may be using your wi-fi network to log off while you record your interview.
  • Once you have a stable connection, enter the room. Your microphone and camera should work correctly.

Need more help?

23 STEPS

1. If other attempts to troubleshoot your audio and video problems have not worked, it may help to reset your mic and camera permissions for StoryCorps Virtual.

First click the icon with three dots

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2. Click Settings,

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3. Click Privacy and Security

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4. Click Site Settings

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5. You should see scv.storycorps.org in your recent activity.
Click it.

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6. Click Reset permissions

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7. Click Reset

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8. click the arrow to return to Site Settings

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9. Scroll down to Permissions and click Camera

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10. It will either say "Blocked" or "ask before accessing" If it says "Blocked" click the toggle. If it says "ask before accessing" skip to the next step

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11. It now says Ask before accessing

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12. Click the arrow to go back to site settings again

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13. Click Microphone

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14. Just like we did for Camera, if it says "Blocked" click the toggle to switch to "Ask before accessing"
If it already says "Ask before accessing" skip to the next step

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15. Return to StoryCorps Virtual

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16. A bar should appear across the top instructing you to reload the page to apply the new settings.
Click Reload

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17. You will now be prompted to rejoin the interview. The pop-up should appear asking for access to your microphone and camera. Click Allow

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18. Wait for the Connectivity test to complete. While you wait, make sure you can see yourself in the box below and that when you speak the bar under the microphone moves.

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19. If your test results say you can only join with audio, or cannot join. We recommend closing any other open windows on your device, and asking anyone else using your wifi network to log off. This should improve your connectivity.

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20. If needed, click Re-test

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21. If your connectivity is strong it will look like this.

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22. Now, click Join Room

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23. That's it. You're done. Your audio and video should function properly.

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https://www.iorad.com/player/1693038/Resetting-your-permissions-for-StoryCorps-Virtual

 


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