Interview audio troubleshooting – Application Manager

I am in the Device Check and I cannot hear the speaker test. What do I do?

If you cannot hear the tone being played during the speaker test, select the "No" button to the right of the "Can you hear the tone?" question to end the Device Check.

Under Speaker Test, select the field labeled “Speaker” to open a drop-down menu of speakers available on your device, then select your desired option. If the desired speaker is not listed, go into your browser settings and ensure that your preferred speaker is connected and available for use. If you are using external speakers or headphones, ensure that they are correctly plugged into your device.

To re-run the Device Check, select the "Run Test Again" button in the bottom right-hand corner of the screen.

I am in the Live interview and I cannot hear others’ audio. What should I do?

Confirm that the volume on your device is turned up. Next, close any applications or browser windows that may be using your speakers.

I am in the Live interview and others’ cannot hear me. What should I do?

Ensure you have not muted yourself in the interview room by checking the microphone icon at the top of the screen. If there is a slash through the microphone icon, you are muted. Select the icon to turn your microphone on.

Other solutions to try:

Close any applications or browser windows that may be using your microphone.
If prompted, allow access to your camera and microphone. If you accidentally deny access, follow the instructions below to allow access:
- On a computer device, select the icon to the left of the URL at the top of your screen. Typically, this will open a drop-down menu that will grant you access to enable your microphone. Alternatively, in your browser settings search for “microphone” to identify additional microphone settings.
- If you are a candidate using a mobile device, refresh your screen to receive the microphone access prompt again.
Ensure that your device is not set to mute your microphone in web browsers. Keep your browser window open and follow the instructions below:
- On a Window device, right-select the computer speaker icon and select “Open Sound settings”. Confirm the output speakers and input microphone are correct. Under the “Input” header, select the “device properties” hyperlink to increase your microphone sound. Under the “Advanced sound options” header, select “App volume and device preferences”. Next to the name of the browser you are using, ensure the output speakers and input microphone are correct.
- On a Mac device, select the Apple menu in the top-left corner of the screen, then select “System Preferences”. Double-select the Sound icon. Select the “Input” tab then select your preferred microphone from the device list. Then ensure that the input volume is turned up.
If you are a candidate using a mobile device, open your mobile device settings, search for your browser, and ensure the settings allow for microphone access on websites.
Ensure that your browser settings are not set to mute your microphone. In your browser settings search for “microphone” to identify additional microphone settings.

If you continue to experience audio issues, exit the interview by closing your browser and switch to another browser or device. Alternatively, navigate back to the Device Check to switch your microphone selection by selecting the “Leave” button in the top right-hand corner of the screen. If prompted, in the pop-up window select “Device Check”.

On the Device Check page under Microphone Test, select the field labeled “Microphone” to open a drop-down menu of microphones available on your device, then select an alternative option. If the desired microphone is not listed, go into your browser settings and ensure that your preferred microphone is connected and available for use. If you are using external headphones, ensure that they are correctly plugged into your device. Run the Device Check to return to the interview.