Voice Interview Not Working

Voice interviews require a working microphone, a supported browser, and a secure connection. If your voice interview is not working, this guide walks you through every common cause and its fix.

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Quick Checklist

Before diving into detailed troubleshooting, run through this quick checklist:

• Are you using Chrome or Edge? (Recommended browsers for voice)
• Is your page loaded over HTTPS?
• Have you granted microphone permission to the site?
• Is your microphone working in other applications?
• Is your browser up to date?

If you answered "no" to any of these, that is likely your issue. Read the relevant section below for the fix.

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Step 1: Check Your Browser

Voice interviews work best in Google Chrome and Microsoft Edge. These browsers have the most reliable support for the audio technologies Koji uses.

Firefox supports voice interviews but occasionally has issues with echo cancellation and microphone selection.

Safari has limited support. Voice interviews may work on recent versions of Safari on macOS, but we recommend switching to Chrome or Edge if you encounter problems.

If you are using an unsupported or outdated browser, voice features may fail silently or behave unpredictably. Check Browser Compatibility for the full support matrix.

How to check your browser version

• Chrome: Click the three-dot menu > Help > About Google Chrome
• Edge: Click the three-dot menu > Help and feedback > About Microsoft Edge
• Firefox: Click the hamburger menu > Help > About Firefox

Update your browser if it is more than a few versions behind the latest release.

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Step 2: Check HTTPS

Browsers require an HTTPS connection to allow microphone access. This is a security feature built into all modern browsers — it is not a Koji-specific requirement.

If you are accessing Koji through:

• app.getkoji.com — This is always HTTPS. No action needed.
• An embedded widget — Make sure the host page uses HTTPS. If the page embedding the Koji widget uses HTTP, the browser blocks microphone access.
• A development server — Use localhost (which browsers treat as a secure context) or configure HTTPS on your development server.

Look at the URL bar. If there is a lock icon, you are on HTTPS. If there is a "Not Secure" warning, microphone access is blocked.

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Step 3: Grant Microphone Permission

The most common cause of voice interview issues is a missing or denied microphone permission.

Chrome / Edge

1. Look for a camera/microphone icon in the address bar (right side).
2. Click it to see the current permission state.
3. If it says "Blocked", click the dropdown and select Allow.
4. Reload the page.

Alternatively:

1. Click the lock icon in the address bar.
2. Find Microphone in the permissions list.
3. Set it to Allow.
4. Reload the page.

Firefox

1. Click the lock icon in the address bar.
2. Click Connection secure > More Information.
3. Go to the Permissions tab.
4. Find Use the Microphone and set it to Allow.
5. Reload the page.

Safari

1. Go to Safari > Settings > Websites.
2. Find Microphone in the sidebar.
3. Find the Koji domain and set it to Allow.
4. Reload the page.

System-Level Permissions (macOS)

On macOS, your browser also needs system-level microphone permission:

1. Open System Settings > Privacy & Security > Microphone.
2. Make sure your browser (Chrome, Edge, etc.) is listed and enabled.
3. If it is not listed, you may need to restart the browser and try accessing the microphone again to trigger the system prompt.

System-Level Permissions (Windows)

1. Open Settings > Privacy > Microphone.
2. Make sure "Allow apps to access your microphone" is turned on.
3. Scroll down and confirm your browser is in the allowed list.

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Step 4: Test Your Microphone

Before blaming the browser or Koji, confirm your microphone is working:

1. Open your operating system's sound settings.
2. Speak into your microphone and check if the input level meter moves.
3. Try recording a short clip in a voice memo app or an online microphone tester.

If the microphone does not work in other applications, the problem is at the hardware or OS level, not with Koji.

Common Microphone Hardware Issues

• External microphone not selected. Your system may default to a built-in microphone. Go to sound settings and select the correct input device.
• Mute switch on. Some headsets and microphones have physical mute switches. Check for a switch or button on the device.
• USB connection issues. If using a USB microphone, try a different USB port. Hubs can sometimes cause connection problems.
• Bluetooth connection dropped. Bluetooth headsets can disconnect silently. Check your Bluetooth settings to confirm the headset is still connected.

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Step 5: Check for Conflicting Applications

Some applications can lock the microphone and prevent the browser from accessing it:

• Video conferencing software (Zoom, Teams, Google Meet) — If another app is using the microphone, close it or end the call.
• Voice recording software — Close any recording applications.
• Other browser tabs — If another tab is using the microphone, the browser may not allow a second tab to access it simultaneously.

Close any application that might be using the microphone, then reload the Koji page and try again.

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Step 6: Clear Browser Data

Corrupted browser data can sometimes cause permission issues:

1. Clear the cache and cookies for the Koji domain.
2. Do not clear all browser data — just the site-specific data for Koji.
3. After clearing, reload the page and grant microphone permission again when prompted.

Chrome / Edge

1. Click the lock icon in the address bar.
2. Click Site settings.
3. Click Clear data.
4. Reload the page.

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Step 7: Disable Browser Extensions

Some browser extensions can interfere with microphone access or WebSocket connections used for voice:

• Ad blockers may block the audio streaming connection.
• Privacy extensions may block microphone access.
• VPN extensions may interfere with the WebSocket connection to the voice server.

Try opening Koji in an incognito/private window (which typically disables extensions) to see if the issue resolves. If it works in incognito, one of your extensions is the culprit. Disable them one by one to find which one.

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Step 8: Network Issues

Voice interviews require a stable internet connection with low latency:

• Minimum bandwidth: A stable connection with reasonable speed is needed for real-time audio streaming.
• Firewall/proxy: Corporate firewalls may block WebSocket connections. Check with your IT team if you are on a corporate network.
• VPN: Some VPNs add enough latency to make real-time voice unreliable. Try disconnecting your VPN temporarily.

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Still Not Working?

If you have tried all the steps above and voice is still not working:

1. Try a completely different computer or device to rule out hardware/OS issues.
2. Try a different network to rule out firewall/network issues.
3. Contact Koji support with the following details:
   • Browser name and version
   • Operating system
   • Whether you are on a corporate network or VPN
   • What error messages (if any) you see in the browser
   • Whether text-mode interviews work for you

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Switching to Text Mode

If you need to complete an interview urgently and cannot resolve voice issues, most interviews can be switched to text mode. The interview experience is still high quality — you type your responses instead of speaking them. Ask the interview creator if text mode is available for the interview you are trying to complete.

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Next Steps

• Learn about the voice interview experience
• Check full browser compatibility