The following guide is provided for those participating in interviews via Thalamus Video who are experiencing issues. It addresses methods of troubleshooting in-call, as well as information to be provided to the Customer Care Team post-call should you wish to troubleshoot further at the call's conclusion.

I'm in interviews and experiencing issues. What do I do?

1. Restart the video room.
   1. Hang up from the room using the red "Hang Up" button.
   2. Close all web browsers.
   3. If applicable, quit all video or other streaming applications on your computer (Zoom, Teams, Webex, Hulu, Netflix, Discord, Steam, Telemedicine platforms, etc.).
   4. Quit other non-essential applications.
   5. Reopen the browser, login to Thalamus and rejoin the room.
2. Try another browser. Recommended browsers are the latest version of Google Chrome and Microsoft Edge.
3. Move closer to your router or use a hardwired ethernet connection. Guest networks at hospitals/institutions may not have the required bandwidth to support an adequate video connection or may be configured to block video streaming.
4. Disable VPN or firewalls if possible.
5. Call in via telephone using the provided phone number and pin listed on the “Schedule” page or in the “Meeting Details” menu of any Thalamus video room. Note: Please wait for the prompt and ensure the correct pin is entered.
6. Access the Thalamus video room from the Thalamus Mobile App or another device.
7. If all the above fail, reach out to Thalamus Customer Support with as much information as can be provided from the next section in Step 2.

My interviews are done and I experienced issues. How can I make sure my next set of interviews run smoothly?

1. Complete preparatory steps 1-6 in the user guide Thalamus Video Troubleshooting - Tips and Tricks for Preparing to Interview on Thalamus Video to see if any of these address the issue. 
2. Reach out to Thalamus Customer Support with as much information of the following as possible:
   1. Describe the issue you are having with as much detail as possible (i.e. the video feed is freezing, I cannot hear another person in the room, etc).
   2. Let us know the approximate time and date this occurred, and who was experiencing the issue if possible. This will allow us to review our internal monitoring systems in an effort to identify the cause of the reported issue.
   3. Confirm whether you were on a VPN or institutional network or device. If multiple networks or devices were used, please indicate all combinations where issues persisted.
   4. If at all possible, provide a screenshot or multiple screenshots of the issues experienced. The most helpful screenshots to us encompass your entire screen - that way we can see if any of the program settings need adjusting.
   5. Provide the type of device and operating system being used (i.e. MacBook Pro running iOS13, Dell laptop running Windows 11, Samsung phone running Android 14.0, etc). If multiple devices were used, please indicate all where you saw issues.
   6. Provide the browser and version of browser being used (i.e. Google Chrome 16, Microsoft Edge 126.0, etc). If multiple browsers were used, please indicate all where you saw issues.