Troubleshooting connection and playback errors in Kira

If you are experiencing connection issues or errors playing video content during your Kira assessment or interview, find your issue below for troubleshooting steps.

What internet speed do I need for Kira?

The minimum bandwidth required to complete a Kira assessment or interview is 10 Mbps for downloads and 5 Mbps for uploads. This also applies if you are using cellular data. Your connection should be stable and reliable to prevent interruptions.

My connection is too slow or keeps cutting out

Try the following, in order:

Close all other browser tabs and windows that are not being used for Kira.
Close any unnecessary applications, especially those that use internet bandwidth such as streaming services, file-sharing programs, or cloud backups.
Try using an incognito or private browser window to rule out browser extension conflicts.
Stop any active downloads or uploads on your device.
If you are on Wi-Fi, try moving closer to your router and away from walls or other electronics that can cause interference. If possible, use a wired ethernet connection instead.
If your device is in power saving or battery saver mode, turn it off. These modes can throttle your internet speed, CPU performance, and camera or microphone functionality. Also check your browser's energy settings — for example, Chrome has an Energy Saver mode (found under Settings > Performance) that can limit background activity and affect video performance. If possible, plug your device into a power source while completing your assessment or interview, as this will typically disable energy saving features automatically.
Restart your internet router and modem by turning them off for 10 seconds and then turning them back on.
Restart your device.
If the issue persists, try an alternate location with a more stable internet connection, such as a library, a friend or family member's home, or a university or college campus.
In rare cases, a firewall may be blocking the connection to Kira. If you are in a corporate or institutional setting, you may need to contact your network administrator.

"Something went wrong. There was an issue with the connection or recording"

This error typically means you temporarily lost your internet connection while completing a practice or asynchronous assessment question. When your connection comes back, click Try again and continue where you left off.

If the problem persists, try the connection troubleshooting steps above. If you continue to see this error, please contact us and include the specific error text shown under Show more.

"Hmm, something's not right"

This error appears during a live interview and is most commonly caused by a loss of internet connection, but can also indicate an issue connecting to your specific station.

Refresh your page to force a fresh connection with the Kira servers. If the problem persists, try the connection troubleshooting steps above.

If refreshing does not resolve the issue, please contact us.

"Media could not be loaded"

This error means the video content for your question could not be loaded in your browser. Try the following:

Try your video question again in an incognito Chrome window.
If you are using an older computer, try a newer device if possible.
Try using a different supported browser.

If the issue persists, please contact us.

"No compatible source was found for this media"

This error typically means the video content for your question was not converted correctly on our end. Please contact us and we will work to resolve it.

My typing is slow or sluggish during a written question

If you are experiencing slow or sluggish typing during a written question, this is usually caused by a browser extension such as Grammarly interfering with the text input. This is more likely to happen on older devices or slower internet connections.

Try using an incognito or private browser window, which disables most extensions by default. If you prefer to stay in a regular browser window, disable Grammarly and any other browser extensions before starting your assessment.

Do I need a VPN to use Kira from China?

If you are located in mainland China, you do not need a VPN to complete your Kira assessment or interview. Kira has a Chinese domain and infrastructure in place to support applicants in China.