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
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).
Thalamus video is accessible through Chrome, Edge, Firefox, and Safari browsers. For the best optimal experience using Thalamus Video, we suggest using the most updated browser version of Chrome or Edge.
Important note: Internet Explorer is not a supported browser for Thalamus Video.
The following steps can be taken to optimize your in-video experience:
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 tens of millions of 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.