> ## Documentation Index
> Fetch the complete documentation index at: https://support.ribbon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot video issues

> Fix a camera that isn't working or video that looks black, blurry, or frozen.

If your camera isn't working or your video looks black, blurry, or frozen during setup, try these steps before starting your interview.

## Start with a few quick checks

* **Check your camera:** Open any privacy cover and make sure an external webcam is plugged in.
* **Close other apps:** Quit video calls and apps or browser tabs that may be using your camera.
* **Check your lighting:** Face a light source and gently clean your camera lens if the picture looks dark or blurry.

## Allow camera access in your browser

When your browser asks to use your camera, choose **Allow**.

If you previously blocked access, open the site controls beside the address bar and allow **Camera** access for your interview page.

In Chrome, you can also go to **Settings** → **Privacy and security** → **Site settings** → **Camera** to check permissions and select the camera you want to use.

## Check your device permissions

Open your device's privacy or app settings and make sure your browser has permission to use the camera. Restart your browser after changing these settings.

If you're using a work device and can't change the permissions, try a personal device.

## Check your connection

If your video is freezing, try a more stable internet connection. Temporarily turn off your **VPN** or **Data Saver**, if enabled and you're able to.

For more help, see [Troubleshoot network and connection issues](https://support.ribbon.ai/troubleshooting/network-and-connection.md).

## Restart your browser or device

Close your browser completely, then reopen your interview link. If the camera still isn't working, restart your device and try again.

## Try a different device

If you're still having trouble, open your interview link on another device, preferably a **desktop or laptop** with a working camera.

## Still need help?

Email [support@ribbon.ai](mailto:support@ribbon.ai) with your interview link, device model, browser, and a screenshot of any error message. We're happy to help.


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