Only a very tiny minority of our applicants over the last years of online interviews have actually had problems where we have had to intervene with some tech support. We thought it might be helpful to highlight a few common examples!
Almost all of the below issues would have been resolved by doing a test call in advance in the same place, with the same device and network connection as they intended to use on the day. Please make sure you test in advance and attend a set-up support webinar as well - though you might feel confident with the tech, it will help to reassure and possibly show you a couple of settings you weren't aware of.
The issue: Applicant could not hear any sound nor could we hear them either.
Solution: In one case, they stopped using bluetooth headphones and found some plug-in/wired ones instead (like those you used to get with mobile phones). In another, they simply unplugged/disconnected the headphones entirely.
Another similar issue is where sound is not coming out at all or from where you expected (e.g. from laptop instead of into headphones). In this case, double check the audio settings for the selected 'speaker'.
The issue: Applicant was doing interviews in school but could not hear or see us and vice versa. In most instances, this was because they had not practised using Teams on the school network (including a test call with someone outside of the network) or with the same computer they were actually going to use on the day.
Solution: had to get school IT to change firewall or network permissions. In one case, changing device worked, and in another, hotspotting from a mobile phone.
The issue: School wifi network.
Solutions: where a separate staff wifi was available, this resolved the issue for some candidates (as fewer people using the network vs a whole-school or public network). For a couple, it was easiest to do interviews from home instead.
The issue: Applicant's laptop was too old to allow for an update of Chrome to the most recent version. Therefore, the Chrome browser would not allow Teams to work.
Solution: This applicant needed to borrow another device - the laptop simply could not support the most up to date operating system and in turn could not update browsers any more.
The issue: Applicant was trying to enter the wrong interview.
Solution: double check your interview invitation!! We also had someone else type the link incorrectly - copy and paste it or click it directly to avoid errors.
An applicant worried about the school network causing issues and choosing to use a smartphone at home instead. The applicant did not check with school about borrowing a device nor did they try a practice at school, instead doing it from home where they did not have access to devices other than a smartphone. This prevented them from being able to use the shared whiteboard aspect of their interview. Solution: ask school about devices, and at least practice/try it at school or college!! If settings need to be adjusted, don't panic - you just need to make sure you do it with plenty of time in advance of your actual interviews. Borrowing someone else's or a school's device is always recommended over using a smartphone, which should be your last resort option!
Noise/distraction at school. We know many school buildings have big windows for doors or as part of the walls. Consider finding some paper that can be stuck over these for privacy, and to ensure people walking past are not a distraction either. You may also wish to check who will be teaching in the rooms nearby so that the teacher is aware the room is in use for interviews.
People walking into rooms. Put a sign on the door not to be disturbed!!
Automatic lights. Some rooms in schools might have lights that switch off automatically after a short period of time. Check if this setting can be changed, or an alternative room found - you don't want to have to wave your arm every 5 minutes to keep the light on.