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:
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:
If using an android device, please follow the instructions below:
*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:
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:
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.
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 http://www.speedtest.net
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.
You can test your webcam here – Visit https://www.onlinemictest.com/webcam-test/
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”:
Please allow your camera and microphone access by doing the following:
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.
Yes, our video interviews are compatible on a mobile, tablet or laptop, so you can use whichever device you feel most comfortable with.
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.
Before attempting anything else, try using an alternative browser such as Mozilla Firefox or Google Chrome.
You can read our Candidate Privacy Notice here