> For the complete documentation index, see [llms.txt](https://help.dscout.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dscout.com/interview-studies/conduct-an-interview-session/troubleshooting-interviews.md).
# Troubleshooting interview studies
Running into technical trouble with your interview session? We're here to help! Follow these troubleshooting steps to get your session back up and running:
Re-joining a dropped session
If you encounter a dropped call or other issue, don’t panic! If you stay in the interview session and simply refresh the page, the scout should be able to re-join. If you need to chat with the scout via the Manage page, open it up in a separate browser tab.
*If you exit out of a session and are unable to re-join, you'll just need to add a new session.* Go to the Manage page > scroll to the scout’s name > click on the dropdown arrow next to the scheduled time slot > click “Add Session.”
Problems with internet connection
Most of the time, technical problems related to live interviews are the result of internet connectivity problems. It is important to keep tabs on your internet connection, as call quality is based on the strength of your internet connection.
During an interview session, you will see a status icon next to your and your scout's names. These represent your network latency. Latency is the measure of time it takes to send a packet of data from one endpoint to another.
{% hint style="info" %}
**Note:** A microphone problem or a weak connection doesn't prevent a participant from joining. If either check warns them before the session, they'll see troubleshooting tips and a **Join anyway** button. So you may occasionally start a session with a participant whose connection is poor or whose microphone isn't working. The status icon next to their name shows their connection; if you can't hear them, use the session chat to ask them to check their mic—they can still read and reply there.
{% endhint %}
If you or a scout are experiencing issues with your network:
* Close any other apps on your network that may be consuming large amounts of bandwidth
* Make sure your internet is working
* Try moving closer to the router
If you are unable to stabilize your network, we recommend communicating this with the other participant. Try to reschedule another time to complete your session when your network is reliable.
{% hint style="info" %}
VPNs and other internet security tools like Netskope or Cloudflare Zero Trust may disrupt your connection to interview sessions. If you or your organization use these tools and are experiencing issues using Dscout, please contact your Account Owner for assistance.
{% endhint %}
Problems with firewall
For some users, Firewall configurations may prevent access to live interview sessions.
In order to access interview sessions, your firewall should allow outgoing UDP to the the public internet from the browsers that will be using Twilio Client and allow return traffic in response. Additional requirements can be found [here](https://www.twilio.com/docs/api/video/ip-address-whitelisting).
Problems with microphone or camera
If you or a scout experience microphone / camera problems, Chrome or Edge permissions may be to blame. To troubleshoot:
**Chrome users** should click on the Menu icon in the top right corner (three dots) > Settings > Privacy & Security > Under Permissions, locate Camera > locate Dscout under "Allowed to use your camera" and tap > ensure that neither camera nor microphone are blocked for Dscout.
**Edge users** should click on the Menu icon in the top right corner (three dots) > Cookies and Site Permissions > All Sites > Locate dscout.com and verify that camera and microphone permissions are set to allow
Other technical problems
Have a concern that isn't covered here? Direct your participants to email and our team will troubleshoot with them directly. You can also chat with Dscout Support (between 9am - 5pm CST Monday - Friday) by tapping the question mark icon in the top right corner of your study.
---
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