PLEASE NOTE: This article only applies to virtual facilitated interviews that are recorded by appointment with StoryCorps staff. If you are recording with StoryCorps Connect, you can find assistance here.
While most participants experience no difficulties with their audio or video when they join a StoryCorps Virtual interview, there are sometimes issues that need to be addressed. Below are some resources to help you troubleshoot. If you’re still experiencing difficulties after following the steps below, please contact us and we will be happy to help figure out the problem.
Click the link below that corresponds to your situation to find step by step troubleshooting instructions:
- Best Practices for audio and video when you join your virtual interview
- If you suspect that StoryCorps Virtual is using the wrong Camera or microphone
- If you did not give StoryCorps Virtual access to your Microphone and Webcam
- If the problem persists, reset your browser’s permissions and re-enter the interview
(please note, these tutorials provide instructions for users of Google Chrome. We strongly recommend using Google Chrome over other browsers. )
Best Practices for Audio and Video when joining your interview
While most participants experience no issues with their audio or video when they join a StoryCorps Virtual interview, there are sometimes issues. To avoid this, we have a few tips:
- When you click the link to your interview, you should immediately get a pop-up asking for permission to access your microphone and camera. Make sure you give permission to both.
- Once you give access to your microphone and camera, you’ll see a blue progress bar indicating that a connectivity test is being conducted. Wait for this to complete and read what it says. If it says your connection cannot handle both video and audio, try closing any other open windows, or asking anyone else using your wifi to log off, then retest before entering the room.
- Before you enter the room, on the test screen you should be able to see yourself in the camera feed and see the blue bar under “microphone” moving when you speak. These indicate that your camera and microphone are working properly.
- If you have multiple cameras or microphones, make sure you are using the right one before you enter the room. Use the “switch” button on the test screen to select the correct camera or microphone.
Here's an interactive tutorial
If StoryCorps Virtual is using the wrong camera or microphoneMany people have multiple cameras or microphones on their devices so it is possible to give StoryCorps Virtual access to the wrong camera or microphone. For example, you may have a microphone in your headphones but also have a microphone that is built in to your device. As well, users of tablets or mobile devices often have both front and rear-facing cameras.
If you suspect StoryCorps Virtual is using the wrong camera or microphone, this can easily be corrected after you’ve entered the room.
On the top of your screen, there is a camera icon and a microphone icon. They are circled in yellow in this image.
If you need to switch cameras, click the camera icon
If you need to switch microphones, click the microphone icon
Once clicked, you will have the option to select a different mic or camera if more than one is available on your device.
If you did not give StoryCorps Virtual access to your Microphone and Webcam
If the pop-up did not appear or you accidentally said no when StoryCorps Virtual requested access to your microphone and camera, that is ok. This can be corrected in your settings.
- Click the icon with three dots in the top right corner of Chrome
- Select “settings”
- On the settings screen select “Privacy and Security”
- Select “Site Settings”
- Click scv.storycorps.org in your recent activity
- If it does not appear in recent activity, scroll down and select “microphone” or “camera” and click scv.storycorps.org on the following screen.
- On the screen that follows, find “camera” and “microphone.” On the drop down menu to the right of each, make sure that “allow” is selected.
- Return to your StoryCorps Virtual interview. If your new settings do not work right away, refresh your browser (note that when you refresh, you may have to re-enter the interview)
Use these steps to give access to your mic and webcam to StoryCorps Virtual
Here's an interactive tutorial
If the problem persists, reset your browsers permissions and re-enter the interview- Open the settings in Chrome
- Go to Privacy and security -- > Site Settings
- Click scv.storycorps.org in your recent activity
- Click “Clear Data”
- Click “Reset Permissions”
- Return to your StoryCorps Virtual interview, there should now be a bar across the screen prompting you to refresh your browser to apply these changes. Click “refresh”
- You will now have to rejoin the interview. A pop-up should appear asking for access to your Mic and Camera, click “allow”
- Wait for the connectivity test to complete and read the results. If it says that you cannot use video or audio, please close any other open windows or programs that may be using your internet connection and click “re-test.”
- If you continue to have trouble getting a strong connection, you may have more success if you ask anyone else who may be using your wi-fi network to log off while you record your interview.
- Once you have a stable connection, enter the room. Your microphone and camera should work correctly.