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Camera: Setup & Troubleshooting

Note: We are currently supporting two versions of the Kira platform. If the webcam tips below do not apply to you, please see our other Webcam Setup and Webcam Troubleshooting articles. Apologies for any confusion!


Contents

  • Setting up your camera
  • Troubleshooting: Denied access to camera
  • Error messages
  • Browser-specific camera help
  • More camera troubleshooting for Mac &PC

Setting up your Camera

We recommend using an incognito Chrome browser or Firefox browser to complete your Kira assessment.

To set up your computer's camera or webcam, please visit Device Setup on your Check In page by clicking "Go To Setup".

In the Camera step, you'll be prompted to " Allow" Kira Talent (app.kiratalent.com) to access your camera and microphone. Please click "Allow" and "Remember" in every prompt that appears.

Chrome

In Chrome, click " Allow" in the prompt coming from the lock icon to the left of your address bar.

Firefox

In Firefox, click " Remember this decision" and "Allow" in the prompt coming from the camera icon to the left of your address bar.

Once you've successfully allowed Kira to access your camera and microphone, you should be able to see yourself on the screen. Please click the "Next" button at the bottom to move onto your Microphone step.


Troubleshooting

Having issues with your camera set up? Please see the steps below.

Denied Permission to Access Camera

If you've accidentally denied the Kira platform access to your camera, you can make changes to your permissions in your current browser session.

In Chrome, ensure your Camera and Microphone options under the lock icon are changed to "Allow" instead of "Block" and refresh the page.

In Firefox, click the small x's beside "Blocked Temporarily" for your Camera and Microphone, and refresh the page.


Error Messages

"We have been denied access to your camera or microphone. We need to access both devices to continue."

  • This error message occurs when the Kira platform has been denied access to your camera or microphone, either for your current browsing session or globally across your computer. Please follow the steps in the "Denied Permission to Access Camera" section above.
  • If the issue persists, this may be a browser or OS-specific issue with your device. Please continue to the "Browser Specific Camera Help" and "Camera Troubleshooting Tips for Mac or PC" sections below for further assistance. 

"We can't detect your camera or microphone. Please ensure that your selected front-facing camera and microphone are working, then try again."

  • This error message indicates that the Kira platform cannot detect or use your camera and/or microphone. This may mean we've been denied access to the devices, that your camera and/or microphone is undetectable, or that the devices do not exist.
  • To double-check you have the equipment required to complete a Kira assessment, please refer to our Supported Browsers & Devices article. 
  • To allow access, please follow the steps above in the "Denied Permission to Access Camera" section.
  • If the issue persists, this may be a browser-specific or computer-specific issue. Please continue to the "Browser Specific Camera Help" and "Camera Troubleshooting Tips for Mac or PC" sections below for further assistance.

"Something went wrong while accessing your camera and microphone. Please refresh the page."

  • This error message indicates that although we've been allowed access to your camera and microphone and there are no detectable hardware issues, something went wrong which is preventing the Kira platform from using your devices.
  • If the issue persists, this may be a browser-specific or computer-specific issue. Please continue to the "Browser Specific Camera Help" and "Camera Troubleshooting Tips for Mac or PC" sections below for further assistance.

"We encountered a hardware issue. Please refresh the page."

  • This error message indicates that although we've been allowed access to your camera and microphone, there are detectable hardware issues coming from your operating system, browser, or webpage. Please follow the steps in the "Denied Permission to Access Camera" section above.
  • To double-check you have the equipment required to complete a Kira assessment, please refer to our Supported Browsers & Devices article. 
  • If the issue persists, this may be a browser-specific or OS-specific issue on your device. Please continue to the "Browser Specific Camera Help" and "Camera Troubleshooting Tips for Mac or PC" sections below for further assistance.

"We couldn't find a compatible camera or microphone. Please ensure you have the following: 1) A laptop or desktop computer, 2) A working front-facing camera, and 3) A working microphone and speakers or headset with a built-in microphone."

  • This error message indicates that the Kira platform cannot detect the equipment required to complete an online assessment. To ensure you have the equipment required, please refer to our Supported Browsers & Devices article. 


"A security protocol is preventing us from connecting to your device."

  • This error message may indicate that an adblocker or third-party extension is preventing us from connecting properly to your device. Please double check that these have been disabled, and refer to our Disable Adblocker article for more information.


Browser Specific Camera Help

  • For Google Chrome, please refer to this page.
  • For Firefox, please refer to this page.
  • For Microsoft Edge, please refer to this page.
  • For Opera, please refer to this page.

If you're not using any of the browsers above, please refer to our Supported Browsers article.


Camera Troubleshooting Tips for Mac

  1. Make sure that all other programs that utilize the camera, such as Photo Booth and Facetime, are closed.
  2. Restart your computer, and start fresh with the "Setting up your camera" steps above.
  3. Check if the camera works in a Mac app, such as Photo Booth or Facetime, or an online webcam test.
  4. If your camera does not work in any application, contact Apple Support.
  5. If your camera works elsewhere and still not in Kira, please contact support@kiratalent.com.

Note: If you are on Mac OS 10.14 Mojave and are still having difficulty accessing the camera, check your operating system permissions to confirm that Kira has access to the camera. Visit your System Preferences, click Security & Privacy, click Camera, and ensure your specific browsers have been allowed to use your camera.



Camera Troubleshooting Tips for PC

  1. Make sure that all other programs that utilize the camera are not using the camera or are closed.
  2. Restart your computer, and start fresh with the "Setting up your camera" steps above.
  3. Test your camera with an external online webcam test.
  4. If your camera does not work in any application, visit your device's support and downloads page to update the camera driver:
  5. If your camera works elsewhere and still not in Kira, please contact support@kiratalent.com.

Note: Windows 10 has a privacy feature that may block Kira from using the camera. Learn more about this feature and how to allow Kira access to your camera.