This guide contains information for troubleshooting and supporting interviewers and applicants while using the Thalamus Virtual Interview platform.
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.
We recommend users test the virtual interview platform prior to their first interview day using our Thalamus Video System & Network Test.
Check out our additional guides on this topic :
Thalamus Video Troubleshooting - Internet Connectivity
Thalamus Video Troubleshooting - Device Settings
How do I fix audio feedback (echo, reverb, static noise) during my session?
In-Video Experience
Our team of former applicants, program coordinators/administrators, and program directors have first-hand experience and a keen awareness of the importance of virtual interviews. We therefore want to ensure your Thalamus Video experience is of the highest quality possible, and most importantly, that includes your in-video experience.
Note: Thalamus offers both a web-based experience for computers and a mobile app experience for mobile devices (tablets can use either the web or app versions of Thalamus).
The following steps can be taken to optimize your in-video experience:
Audio Issues
When you begin screen sharing, you can choose whether to include their device’s audio. The behavior differs depending on the sharing option selected:
- Share Tab – Both device sound and the user’s microphone audio are shared with other participants.
-
Share Window – Device sound is shared; however, the user’s 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 hear only the shared device audio, not your microphone input.
Sharing device sound is available when using Chrome or Edge browser(s).
Issues from High Latency (ping speed)
Latency means that it is taking data an extended time to travel from your device to the internet and back to your device.
- If you notice the following:
- Lag in audio/video playback
- Occasional video freezing
- Occasional video frame-rate drops
- Smooth audio
- Take the following Troubleshooting steps:
- Are you on VPN? If so, disconnect if possible or involve your IT Dept.
- Move closer to your router or use a hard-wired ethernet connection.
- Close background programs and applications.
- If these symptoms continue, there may be an issue with your router or internet service. Consider restarting your router or contacting your internet service for additional support.
Issues from Overloaded Connections/Bandwidth Issues
The bandwidth sent from a sender exceeds the bandwidth available for the receiver (i.e. one individual on the call has insufficient bandwidth compared to another caller).
- If you notice the following:
- Permanent video freezing
- Permanent video frame-rate drops
- Choppy audio
- Dropped connections
- Take the following Troubleshooting steps:
- Turn off your camera (if possible) to reduce bandwidth use.
- Move closer to your router or use a hard-wired ethernet connection.
- Close background programs and applications.
- If these symptoms continue, there may be an issue with your router or internet service. Consider restarting your router or contacting your internet service for additional support.
Issues from Network Congestion or Faulty Hardware
Network congestion (e.g. a lot of people on a hospital network) or device issues can lead to “high packet loss” which will result in degraded video quality.
- If you notice the following:
- Frequent video freezing
- Frequent video frame-rate drops
- Choppy audio
- Take the following Troubleshooting steps:
- Close any non-essential applications/browser tabs/windows.
- Move closer to your router or use a hard-wired ethernet connection.
- Restart your computer/device.
- If these symptoms continue, there may be an issue with your router or internet service. Consider restarting your router or contacting your internet service for additional support.
Issues from “Application Jitter”
Jitter refers to irregular or unsteady network signals, resulting in the loss of data between network devices, which will affect video and audio quality.
- If you notice the following:
- Bursts of video freezing
- Bursts of video frame-rate drops
- Bursts of choppy audio
- Take the following Troubleshooting steps:
- Close any non-essential applications/browser tabs/windows.
- Move closer to your router or use a hard-wired ethernet connection.
- If on a mobile device, use Wifi and not cell.
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 select the help button at the bottom-right-hand corner of any Thalamus screen.