Troubleshoot audio and sound check issues

If you can’t hear the interviewer or your microphone isn’t working, try these steps. Start with the quick checks below.

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Start with a few quick checks

• Check Bluetooth: Disconnect any headphones or speakers you aren’t using. Your device may be sending audio to them.
• Turn up your volume: On your phone, check the media volume, which may be separate from your ringtone volume.
• Try the speaker test: Reopen your interview link and select Test Speaker.

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Allow sound in your browser

If you’re using Chrome on Android:

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Check microphone permissions

Ribbon needs microphone access for your interview. When prompted, choose Allow. If you previously blocked access, open the site controls beside the address bar and check Permissions. Allow Microphone access and, if shown, Sound, then refresh the page.

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Check your connection

• Temporarily turn off your VPN or Data Saver, if enabled and you’re able to.
• If you’re using a work device or office Wi-Fi, try a personal device or another connection, such as mobile data.

For more help, see Troubleshoot network and connection issues.

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Restart your browser

Close the browser completely, then reopen your interview link and try Test Speaker again.

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Clear cache and cookies

In Chrome, go to Settings → Privacy and security → Delete browsing data. Select Cookies and site data and Cached images and files, then delete the data and reopen your interview link.

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Try a desktop or laptop

If you’re still having trouble on a phone or tablet, open your interview link on a desktop or laptop.

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Still need help?

Email support@ribbon.ai with your device model, browser and version, and a screenshot of any error message. We’re happy to help.