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Face Authentication is a mandatory identity verification step in Live Interviews that may run during pre-interview checks and can also load or revalidate while the interview is in progress. If your Face Authentication camera feed freezes, turns black, or does not load at any stage, identity verification actions may fail or interrupt the interview. Use this checklist to diagnose and resolve common interviewer-side causes quickly.

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🔎 Troubleshooting Common Issues

What might be wrongHow to fix it
Face Authentication camera not loading during pre-interview checksAllow camera access in your browser and operating system settings.
Refresh the page and retry.
Restart the browser if required.
Face Authentication camera fails to load during the live interviewRefresh the interview tab.
If the issue persists, rejoin the interview.
Avoid switching browsers mid-session unless necessary.
Camera feed freezes or shows a black screen mid-interviewClose all applications using the camera (Zoom, Teams, Meet, etc.).
Refresh the session and retry Face Authentication.
Browser permissions blocking camera accessClick the browser lock icon and set Camera permission to Allow.
Reload the interview room after updating permissions.
Camera already in use by another applicationFully quit background apps and browser tabs that can access the webcam, then retry.
Browser compatibility or cache issuesUse the latest version of Chrome, Edge, or Firefox.
Clear cache and cookies.
Disable extensions that may block camera access.
Restart the browser.
Poor lighting affecting face captureMove to a well-lit location with light facing your face.
Avoid backlighting, glare, or reflections.
Network instability affecting camera loadingSwitch to a stable network or wired connection. Close bandwidth-heavy applications.
Restart your router if needed.
Camera hardware issueTest the camera in another application.
If it fails, switch to another available camera or device if permitted.

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Additional tips:

  • Avoid switching browsers, devices, or user profiles once the interview has started, as this can interrupt Face Authentication loading.
  • Ensure no corporate security tools, browser policies, or background monitoring software are blocking camera access.
  • If repeated failures occur, note the exact stage (pre-interview or in-interview) and any on-screen behavior before escalating to support.