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Thalamus Video Troubleshooting - Device Settings

This guide contains information for Troubleshooting and Supporting interviewers and applicants while using the Thalamus Virtual Interview platform. 

We recommend users test the virtual interview platform prior to their first interview day. View our guide on Testing the Virtual Interview Platform Prior to Your Interview Dates.

Check out our additional guides on this topic :

Thalamus Video Troubleshooting - Internet Connectivity
How do I fix audio feedback (echo, reverb, static noise) during my session?

Thalamus Video Troubleshooting - In Video Experience

 

The device (computer/mobile phone) and accompanying settings can also have an effect your Thalamus Video experience. 

The following steps can be taken to optimize your device settings:

Device Requirements:

The following devices are compatible to use when accessing the Thalamus Video Chat: 

 

  • Mobile device using the Thalamus mobile app
  • Computer or laptop using a supported operating system, preferred browser, and sufficient video processing power
    • Thalamus Video supports the latest two iterations of the main consumer operating systems. For Windows systems, this is Windows 10 and 11. For Mac OS systems, this is Mac OS 14 and 15. As of now, we are uncertain how long our video conferencing provider will continue to support Mac OS 13.

    • For the best Thalamus Video experience, we recommend using the most updated browser versions of Google Chrome or Microsoft Edge. While Safari is supported, Thalamus Video is powered by Zoom’s Web SDK, and some features are not fully supported in Safari, which may affect your experience.

      Internet Explorer is not a supported browser for Thalamus Video.

    • Some older devices do not have the capability of rendering multiple video feeds at once, and this can cause flickering or flashing video in group sessions. The console in your developer tools can allow you to test this function.

      • For Google Chrome - click the triple-dot menu in the upper right-hand corner of your browser window. Go to “More Tools” > “Developer Tools” to open the Developer Tools drawer on the right hand side of your screen. From the bar at the very top of the drawer, select “Console”.

      • For Microsoft Edge - click the triple-dot menu in the upper right-hand corner of your browser window. Go to “More Tools” > “Developer Tools” to open the Developer Tools drawer on the right hand side of your screen. Click the Console icon to open the browser console.

      • Scroll to the bottom of the console window - you’re looking for a right-facing arrow (“>”). Click immediately to the right of the arrow, and once the cursor appears, use the following console commands to ensure your hardware is sufficient. Please note that some browsers will block you from copying and pasting console commands without specifically enabling them - you may need to type these commands instead.

          • navigator.hardwareConcurrency - returned value should be more than four

          • crossOriginIsolated - returned value should be "true"

      • To close the console, click the “X” in the upper right-hand corner of the Console drawer

Note: If your crossOriginIsolated result returns "false" please consult your IT department.

 

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The following devices are compatible to use when accessing the Thalamus Video Chat: 

  • Computer or laptop using a preferred browser
  • Mobile device using the Thalamus mobile app

 

Video WebRTC requires at least 2GB of device memory. If your hardware has less than 4GB of memory, close any other app or browser tabs to free up as much memory as possible.  Most computers and mobile phones today satisfy these requirements.

 

Check Browser Permissions:

You may need to give permission to your browser to enable the camera/mic/speaker:

 

Device Connection Issues:

    • Check that Zoom, Teams, Webex, Google Meet or any other application is not currently using your camera/microphone. You may need to close the Zoom, Teams, Webex or Google Meet app on your desktop toolbar. 

Multiple Cameras/Headsets/Devices?

    • Select the camera and microphone you want to use as your default on the settings page immediately prior to joining a Thalamus video call
    • If you are still having issues, try selecting another device.
    • If issues persist, try reloading the page or restarting your device.

Sound/Volume/Video Issues?

    • Set your computer speakers or device to an appropriate volume level.
    • Unmute your microphone on your device and on our video platform.
    • Enable your camera on your device and on our video platform. 
    • Audio Issues During Screen Share
        • When you begin screen sharing, you can choose whether to include your device's audio. The behavior differs depending on the sharing option selected: 
            • Share Tab - Both device sound and your microphone audio are shared with other participants. 
            • Share Window - Device sound is shared; however, your microphone is automatically muted during the share. 
                • NOTE: If you share a window and enable device sound, your microphone will be muted for the duration of the share. This means other participants will hearonly the shared device audio, not your microphone input. 
          • Sharing device sound is available when using Chrome or Edge browser(s).

If you are experiencing Audio Feedback (echo, reverb, static, noise) during your call:

How do I fix audio feedback (echo, reverb, static noise) during my session?

To-date, Thalamus video has completed 125+ million minutes of virtual interviews and the information in this guide will assist in ensuring a high-quality virtual interview experience.  For additional questions or support please, contact us directly at customercare@thalamusgme.com or selecting the help button at the bottom-right-hand corner of any Thalamus screen. 

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