Technical issues with your webcam, microphone, or browser can interrupt your Casper test, especially during the video response section. Most problems are caused by browser compatibility, device settings, or software conflicts.
Follow the guidelines below to prepare your system and troubleshoot common issues.
Use a supported browser and device
Make sure you're using the most recent version of Google Chrome or Mozilla Firefox on a desktop or laptop computer.
Unsupported browsers and devices:
Safari, Microsoft Edge, Internet Explorer
Smartphones or tablets
Using unsupported browsers or devices may prevent your webcam or microphone from working properly.
Mac users:
If you experience webcam issues in Chrome, try switching to Firefox.
Microsoft Surface users:
Devices with two cameras may cause issues in Chrome. Firefox usually works better in this case.
Run a System Requirements check
Before taking your Casper test, complete the System Requirements Check from your Acuity Insights account homepage. Make sure you test using:
The same computer
The same webcam
The same internet connection
that you plan to use on test day. This check confirms your system meets platform requirements.
Troubleshoot webcam or microphone issues
If your webcam or microphone isn’t working, try the following steps in order:
These steps resolve most technical issues.
Recommended Setup for the Video Response Section
During the video response section of the Casper test, your webcam and microphone must record clearly and continuously. To reduce the risk of interruptions, follow these recommendations.
Use wired devices when possible
Use wired devices when possible
Wireless headphones or microphones (like AirPods) may disconnect or run out of battery.
If possible, use:
A wired headset
Your computer’s built-in microphone and speakers
If you must use wireless devices, fully charge them before your test.
Avoid multiple input devices
Avoid multiple input devices
External webcams or microphones can sometimes switch unexpectedly.
To reduce issues:
Disconnect external devices
Use your computer’s built-in webcam and microphone
Close other applications
Close other applications
Software that uses your camera or microphone can interfere with Casper.
Before starting your test, close apps such as:
Zoom
Streaming software
Webcam filter tools
Other video or audio applications
Speak clearly
Speak clearly
When recording video responses:
Speak directly into your microphone
Maintain a steady volume
Avoid speaking too softly or too far from the device
Reduce background noise
Reduce background noise
Choose a quiet environment to ensure your responses are recorded clearly.
Avoid:
Loud fans
Busy or noisy rooms
Background conversations
If you experience issues during your test
If something goes wrong during your Casper test such as your webcam or microphone disconnecting, use the chat bubble on the platform to contact the Support team.
Support can:
Confirm if your audio and video are recording properly
Help troubleshoot technical issues
Ensure you have the time needed to continue your test
⚠️ Having trouble?
Contact our Acuity Insights Support Team through the chat bubble in your account or on our website. We’re here to help!
Remember? You can always choose to speak to an agent by clicking "Get More help".