In this article we will provide some possible solutions for technical difficulties that one may encounter during a virtual audition. If you encounter any one of these potential problems during the audition, please try the associated troubleshooting steps.
Usable Browsers
- Please note that the browsers that support our Virtual Audition software on a computer are Chrome, Safari, Edge, and Firefox.
- Safari is the only browser that will support the software on iPhone.
- On Android, Chrome and Firefox will support the software.
Video Is Not Working
- Make sure that any other programs that may use the camera are not using it and are closed.
- Try restarting your computer.
- Make sure that permissions are enabled to use the camera.
- Go to your device's support page to update your camera driver.
For iPhone
- Make sure no other apps are using the camera.
- Confirm that we have access.
- Open iOS settings.
- Tap Privacy.
- Tap Camera.
- Enable access if needed.
- Restart your device.
- Confirm that the camera is working in other iOS apps.
For Android
- Make sure no other apps are using the camera.
- Confirm that we have access.
- Open Settings.
- Tap Applications.
- Tap Application Manager.
- Enable access if needed.
- Restart your device.
There Is No Audio
- Make sure that any other programs that may use the microphone and/or speakers are not using it and are closed.
- Be sure that your microphone is turned on.
- Make sure the volume on the microphone is turned up.
- Make sure that the correct microphone and speakers are selected in your settings.
- Try restarting your computer.
- Make sure that permissions are enabled to use the microphone.
For iPhone
- Make sure speaker is turned on. If turned off, tap it to turn it on.
- Make sure microphone is not on mute and turn up the volume if necessary.
- Try using earphones/headset.
- Restart the device.
- Make sure that no other apps are using the microphone.
- Make sure we have access.
- Open iOS settings.
- Tap Privacy.
- Tap Microphone.
- Enable access if needed.
For Android
- Make sure speaker is turned on. If turned off, tap it to turn it on.
- Make sure microphone is not on mute and turn up the volume if necessary.
- Try using earphones/headset.
- Restart the device.
- Make sure that no other apps are using the microphone.
- Make sure we have access.
- Open Settings.
- Open Apps & Notifications.
- Open App Permissions.
- Open Microphone.
- Enable access if needed.
Audio Is Garbled
- Make sure that you have eliminated ambient noise in your area (nearby speakers, etc.).
- Adjust your microphone levels in your computer's sound settings.
- Use a headset if the computer microphone is not coming in clear.
- Make sure that the microphone is not too close to your mouth.
- Close out unneeded applications and browser tabs.
Granting Microphone & Camera Access By Browser
If you receive a notification from your web browser that your camera or microphone access is being blocked, you will need to manually grant access. Please see below for the steps to do this via the following browsers:
Chrome
- Find the camera icon with a red "X" displayed on the address bar.
- Click the camera icon.
- In the menu that appears, make sure that the Always allow radio button is selected.
- Click Done.
Mozilla Firefox
- Click the Lock and Microphone icon up in the address bar.
- In the drop down, go into the Permissions field and make sure Allow is selected for both camera and microphone access.
Safari
- Click on Safari in the menu bar.
- Click Preferences.
- In the newly opened window select the Websites tab.
- Click Microphone and/or Camera.
- In the list of currently open websites make sure Allow is selected for our site and then close the window.
Edge
- In the address bar, click the Microphone or Camera icon.
- In the menu that appears, make sure the Always allow radio button is selected.
- Click Done.
Additional Troubleshooting
See the sections above for general help with video/audio issues with various operating systems and browsers. If you’re still having trouble, then please also check your computer’s security and media settings, your Internet settings, and any other special software on your device or in your network that could be causing issues. One common example includes the additional camera-access settings provided on some Lenovo computers. Please see below for steps you can take in regards to this specific issue:
- Open the Windows start menu.
- Search for "lenovo" and click on Lenovo Vantage. If you don't have Lenovo Vantage, you can install it from the Microsoft Store.
- Next click on Hardware Settings.
- Then click on Audio/Visual.
- Scroll down to Camera Privacy Mode and toggle to Off.