0) Quick 60-Second Checklist
Ask the candidate to:
Use a supported browser: Chrome or Firefox (latest version).
Restart the browser (quit completely) — or restart the computer if devices aren’t detected.
Allow permissions when prompted: microphone + camera.
Try the other supported browser: If Chrome fails, try Firefox; if Firefox fails, try Chrome.
Try a different machine: If on a company-managed laptop, try a personal computer.
95% of join issues are solved by the steps above.
1) Supported Setup
Browsers: Chrome (latest), Firefox (latest).
Other browsers aren’t supported due to our Browser Signal feature.
Devices: Computer mic/camera (not in use by other apps).
Network: Stable connection; VPN/proxy/firewall can interfere (see §4.3).
2) Step-by-Step Troubleshooting Flow
2.1 Candidate can’t join / stuck at pre-check
Confirm Chrome/Firefox and latest version.
Have them restart the browser, then re-open the interview link.
If still stuck, switch browsers (Chrome ↔ Firefox).
If on a company device, switch to a personal machine.
2.2 Camera or mic not detected
Restart the computer, then try again.
Other apps (Zoom/Teams/Meet, background recorders, virtual cameras) can “lock” the device.
Close any app that might use the camera/mic, then refresh the page.
In the browser address bar, click the lock icon → ensure Camera and Microphone are Allowed for the interview site.
If using USB devices, unplug/replug once; select the correct device in the device selector.
Try the other supported browser.
2.3 Permissions were blocked by mistake
In Chrome/Firefox, click the lock icon in the address bar → set Camera and Microphone to Allow → refresh the page.
If the toggle isn’t available, open Site settings and allow camera/mic there, then refresh.
2.4 Browser is outdated
Update to the latest Chrome/Firefox:
Chrome: Menu → Help → About Google Chrome → it auto-updates → Relaunch.
Firefox: Menu → Help → About Firefox → update → Restart.
Reopen the interview link after relaunch.
2.5 Company-managed laptop (MDM/IT controls)
Some corporate policies (device control, proxies, restrictive extensions) can block camera/mic or real-time media.
Ask them to try a personal machine (home laptop/desktop).
If they must use the corporate device, suggest:
Disable VPN temporarily (if allowed) and retry.
Use a home or mobile hotspot network if the corporate network is restrictive.
Remove/disable security extensions for the session (if permitted).
2.6 Extensions / proxies / unusual browser settings
Extensions like ad-blockers, privacy tools, and virtual camera plugins can prevent device access.
Try the other supported browser (usually cleanest).
Or try a Guest/Private window with all extensions disabled.
If using a proxy/VPN, have them turn it off and retry (if allowed).
3) Ready-to-Send Messages (copy/paste)
Switch to a supported browser
“Feenyx works best with Chrome or Firefox due to our Browser Signal feature. Could you please open the link in Chrome or Firefox (latest version) and try again?”
Restart to free camera/mic
“It looks like your microphone or camera might be in use by another app. Please restart your computer, then open the interview link first before starting any other apps like Zoom or Teams.”
Update your browser
“Please update your Chrome/Firefox to the latest version, then fully close and relaunch the browser and try again.”
Try the other supported browser
“If Chrome isn’t working, please try Firefox, or vice versa. This often bypasses extensions/settings that block access.”
Corporate vs personal machine
“If you’re on a company-managed laptop, its security settings may block your camera/mic. Could you try from a personal computer instead?”
Allow permissions
“When prompted by the browser, please click Allow for both Camera and Microphone. If you don’t see the prompt, click the lock icon in the address bar and set both to Allow, then refresh.”
4) Deeper Dives (if the quick fixes don’t work)
4.1 Confirm device availability
On Windows: check Privacy & security → Camera/Microphone to ensure apps and browsers can use them.
On macOS: System Settings → Privacy & Security → Camera/Microphone → ensure the browser (Chrome/Firefox) is enabled.
Close Zoom/Teams/Meet fully (quit from the tray/dock), then retry.
4.2 Use a clean browser profile
Launch a Guest profile (Chrome) or Private window (Firefox) and open the interview link so no extensions run.
4.3 Network constraints (firewall/VPN/proxy)
If on a strict corporate network or VPN, have the candidate try:
Disconnect VPN temporarily (if allowed).
Different networks (home Wi-Fi or mobile hotspot).
If switching networks fixes it, ask the candidate to remain on that network for the interview or coordinate with their IT.
5) When to Escalate to Feenyx Support
If issues persist after trying all steps in §0–§4, collect the info below and escalate:
Please provide:
Candidate name + email
Interview link/room URL.
Any screenshots of errors or permission prompts.
6) FAQ (fast answers)
Q: Which browsers are supported?
A: Chrome and Firefox (latest versions) only.
Q: The camera/mic isn’t showing up.
A: Restart the computer → close Zoom/Teams/Meet → allow permissions → select the correct device → or try the other browser.
Q: The browser says “blocked.”
A: Click the lock icon in the address bar → set Camera & Microphone to Allow → refresh.
Q: I’m on a locked-down work laptop.
A: Please try a personal machine. Corporate policies often block real-time media.
Q: Extensions or security tools are installed.
A: Use a Guest/Private window or switch to the other supported browser without extensions.
Q: Do I need to update my browser?
A: Yes—Feenyx requires a current Chrome/Firefox. Update and fully relaunch.
7) Best-Practice Prep (share with candidates in advance)
Use Chrome/Firefox (latest) on a personal computer if possible.
Test camera/mic in the browser before the interview.
Close conferencing apps (Zoom/Teams/Meet) so they don’t lock devices.
Have headphones handy to prevent echo/feedback.
Ensure a stable network (avoid restrictive VPNs; have a hotspot backup).