The first time you log on to Equitas you should see a pop up below that asks to "Allow" access to your microphone and camera -
If you accidentally press 'Never allow' or this pop up doesn't appear, you will see the below error message meaning we cannot access your microphone or camera -
To fix this you will have to manually allow your permissions. The process will be slightly different depending on which device and browser you are using.
Allowing permissions: Chrome on a PC or laptop
1. In the address bar at the top of the page, click on the radio buttons icon to the left of the website address
2. For both "Camera" and "Microphone" change the option to "Allow’
💡 Note - The Equitas website address will differ from the screenshot above as you will have a unique website address for your individual interview.
3. Once have allowed your camera and microphone, refresh / reload your page, if not prompted to do so.
Additional Troubleshooting Steps:
Close Background Applications: Fully shutdown video meeting apps (e.g., Zoom, Teams, Google Meet) or any other tools potentially hogging the camera access. Reboot the browser if necessary.
Restart Your Computer: Restart the device to ensure no background processes are interfering with the camera setup.
4. Once refreshed you will then be able to check that your Camera and Microphone are working and should be able to see yourself in the "Get Ready" area before an interview.
If you’re still unsure, try running a test on your platform's device test page to verify if the camera feed is functioning correctly.
💡 Note - Don't worry if the button says "Waiting" once you have followed these steps, you will only be able to "Knock" once the interviewers have opened the interview room.
Advanced Troubleshooting:
Try Another Device: Perform the test or interview on a different computer to verify if the issue is isolated to a specific device.
Check for Hardware Issues: Ensure your webcam is securely connected, especially for external devices. Verify cables are properly seated, and check if the camera works with other software.
Allowing permissions: Firefox on a PC or laptop
1. Click the refresh button in the top left-hand corner and this will present you with the pop-up to allow your camera and microphone again
2. Click the "Allow" button and you will be able to join the interview.
💡 Note - Don't worry if the button says "Waiting" once you have followed these steps, you will only be able to "Join" once the interviewers have opened the interview room.
Allowing permissions: Safari on a PC or laptop
1. Click the refresh button in the top middle of the browser and this will present you with the pop-up to allow your camera and microphone again
2. Click the "Allow" button and you will be able to join the interview.
💡 Note - Don't worry if the button says "Waiting" once you have followed these steps, you will only be able to "Join" once the interviewers have opened the interview room.
Allowing permissions: Chrome on an Android Phone
PLEASE NOTE: for the best experience, please make sure that you open the Test Your Device and Candidate Portal links via Google Chrome app on the phone. You may need to copy and paste the link* to the browser.
*this depends on your default settings. Some email apps on the phone use a default browser (which may not be Google Chrome) to open links included in emails.
1. Tap on the radio buttons in front of the URL
2. Tap on "Permissions".
3. Then you will need to individually click into Camera and then Microphone.
4. Refresh the page by pulling down. Your camera and microphone should be working now.
Allowing permissions: Safari on an iPhone / IOS
1. Firstly try refreshing the page and see if a pop up appears asking you to "Allow" camera and microphone permissions. Click allow and your camera and microphone should be working.
2. If that doesn't work - Click on the 'AA' text in the search bar at the top left-hand corner of the screen.
3. A drop-down menu will appear and you should click on 'Website Settings'
4. Next change the settings from 'Ask' to 'Allow' for both camera and microphone
5. Select 'Allow from the drop-down options for both camera and microphone
6. Make sure to hit 'Refresh' on the top right-hand corner and your camera and microphone should be working
💡 Note - Don't worry if the button says "Waiting" once you have followed these steps, you will only be able to "Join" once the interviewers have opened the interview room.
If you are still having trouble with your camera and microphone please check our other guide on troubleshooting common audio and video issues.