Troubleshooting In-Browser Calling

Microphone and speakers

The first step in troubleshooting in-browser calling issues is to verify that your microphone and speakers or headset is working properly. Ensure that everything is plugged in correctly and your volume is not muted. Try playing a sound file locally to make sure that your speakers are working. Follow these instructions to test your microphone.

Web browser support

Once you have verified that your microphone and speakers are working, you will need to check that your web browser is supported. To use this, you will need an up to date version of Chrome, Edge, Firefox, or Safari. Internet Explorer is not supported. If you are using an unsupported browser, you will see this message

Network firewall configuration

Another common issue with in-browser calling is that a network firewall might be blocking ports that are required for an interview to be conducted. A symptom of this would be that when the “Begin Call” button is clicked, the keypad pops up and a tone plays signalling the beginning of a call, but no audio from the call can be heard.

To check if your network is configured correctly, go to the network test site and click the “Run” button next to Test Call. After granting permission for the site to use your microphone, you should hear a prompt to record a message after the tone. Afterwards, the prompt should be played back to you. If you can’t hear the initial prompt, or if your recording isn’t played back, then it is likely that you will need to make changes to your network firewall rules. The most common firewall issue is blocking UDP ports. You will need to allow UDP traffic to successfully use in-browser calling. Refer to the full list of network requirements for further details.