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Technical Help: Using Video

In this section you’ll find technical support and guidance for using video.

Video Troubleshooting

It’s not working for me….how do I get started?

Sorry to hear you are having issues with the video recording. Time is not recorded on the video recording sections, so this will not affect your results.

In the first instance, please ensure you are using a supported browser:

  • Google Chrome
  • Firefox
  • Mozilla

Please note that other browsers are not compatible and will not allow you to complete the video recording.

If you are still having issues, please follow the steps below before contacting Sova’s Helpdesk. They are common steps which will rectify the issue within a few moments:

If using an iPhone, iPad or Mac, please follow the instructions below:

  • Go to Settings
  • Scroll down to the list of apps and select the Chrome app
  • Enable camera and microphone permissions
  • Restart your device

If using an android device, please follow the instructions below:

  • Go to settings
  • Select apps
  • Select the browser application you are using e.g. Google Chrome
  • Select Permissions
  • Enable both camera and microphone permissions if this has not yet been done
  • Restart your device

*Please note that it’s not possible to complete the video recording on a Huawei device.*

If you are using a laptop or desktop computer, please ensure no other applications are using the camera or microphone. You should also try restarting your device.

If you are using Windows 10 and receiving a “Hardware Access Denied” message, please follow the instructions below:

  • Search for “Camera Privacy Settings” on your machine
  • Check camera access for your device is on
  • Check “Allow desktop apps to access your camera” is on
  • Search for “Microphone Privacy Settings” on your machine
  • Check microphone access for your device is on
  • Check “Allow desktop apps to access your microphone” is on
  • Restart your device and reopen the link

A pop-up box should appear requesting permission to access your camera and microphone - please click “allow”.

If a pop-up box doesn’t appear, please check for a notification at the top of your browser screen in case the pop-up box has been automatically blocked.

If this does not work, Please contact Sova’s helpdesk and provide the following information:

  • A screenshot of the page where the error occurred
  • Device type used e.g. iPhone, Samsung smartphone, Dell laptop, HP laptop, MacBook
  • Operating system used e.g. Windows, macOS, Android, iOS
  • Browser used e.g. Google Chrome, Mozilla Firefox
  • Internet speed (please check using this link
Which browser should I use?

You can use Google Chrome or Safari. Due to Google’s restrictions on Huawei’s use of Android, video interview recording is not supported on Huawei devices.

What bandwidth do I need?

The Sova video interview is designed to work on low bandwidth but does require at least 140 Kbps upload speed. Your connection speed is tested before you begin the interview in your account to make sure you can complete the interview. You can also use a test like this

If you have the required bandwidth speed, but are still unable to complete the interview, it may be due to a firewall if you are attempting to complete from inside a workplace or campus environment. If this is the case, we recommend that you complete from outside this environment using an alternative connection.

Can I test my webcam first?

You can test your webcam here – Visit

Using Google Chrome | My camera’s not working

If you are using your company’s internet network, there is a chance that this firewall may be causing issues. If this happens, we recommend accessing a different Internet network. Alternatively, if you’re able to attempt the link on a home network, this will resolve the firewall issue. Sometimes Chrome may have the audio and camera permissions enabled/disabled by default. Please update Chrome and make sure the permissions are set to “Ask”:

  • Go to Settings > Advanced > Privacy & Security > Site Settings
  • Scroll down to Camera/Microphone & Flash
  • Select the option to “Ask first”
  • Reload the candidate page and try again – you will then be able to continue.
Using an iPhone | I have an ACCESS DENIED error on iOS

Please allow your camera and microphone access by doing the following:

  • Go to Settings
  • Locate Safari
  • Scroll down to Camera – select – choose Allow
  • Scroll down to microphone – select – choose Allow
All I can see is a black screen - what is happening?

If you have other applications open at the same time, and one of them is using the webcam (such as Skype), you may not be able to proceed. Please shut down all other applications and restart your browser.

Can I complete the video interview on a mobile device or tablet?

Yes, our video interviews are compatible on a mobile, tablet or laptop, so you can use whichever device you feel most comfortable with.

The video image is grainy

This could be because the room is too dark or the computer may be slow. To solve this, make the room brighter and make sure you have a light in front of your face. Dark colours take more hardware resources (even for video recording) to process, so it requires more of your computer.

Are there are any other things I can try to overcome issues?

Before attempting anything else, try using an alternative browser such as Mozilla Firefox or Google Chrome.

Privacy Policy

Where can I find your candidate privacy policy?

You can read our Candidate Privacy Notice here

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