Webcam issues are often caused by using an outdated or unsupported browser. Please make sure that you are accessing the Acuity Insights website using an updated version of Chrome or Firefox on your computer. You can download the latest versions of these browsers HERE.
All other browsers (e.g. Safari, Explorer, Edge, etc.), as well as Smartphones and Tablets do not support the Acuity Insights website.
To resolve technical issues related to your webcam, please try the following strategies in the order that they are listed:
Refresh your browser
Update and/or switch browsers (You can download the latest versions of Chrome or Firefox HERE.)
Restart your computer
Use Incognito/Private Browser
Check your internet speed HERE (You need a high speed internet connection with a bitrate of at least 1.5 Mbps)
Test your webcam by following this link.
If the issue persists after having tried all of the above strategies, please contact the Acuity Insights Team using the chat bubble located in your Acuity Insights account or on the Acuity Insights website.
Please Note:
Some Mac users report issues when using Chrome. In these cases, we strongly recommend switching to an updated Firefox browser.
Devices that have both a front-facing and rear-facing camera often experience webcam issues during the test when using Chrome. If your device has 2 cameras (such as a Surface), please use an updated version of Firefox to complete your Casper and Snapshot.
If you are experiencing video issues while on the Casper test or Sample Test, please visit our Video Troubleshooting article. For help with allowing access to your webcam, please see our How to Allow Access to Your Webcam and/or Microphone article.