We recommend both moderators and participants follow a series of best practices and precautions to set everyone up for success:

✔ Limit use of other apps on your device

✔ Confirm you have a stable internet connection

✔ Use our recommended browser: Google Chrome

✔ Restart your device prior to the interview

✔ Ensure you're in a quiet and well-lit space

✔ Use the credentials specifically assigned to you

✔ Don't use Bluetooth headphones

However, technical issues can happen. A Suzy team member attends all Suzy Live interviews to help troubleshoot tech issues with the moderator, who can relay instructions to the participant(s) via the interview chat. 

Camera or audio issues

✔ Use the interview chat to ask participant(s) if they can see or hear you 

✔ Ask participant(s) to refresh their browser

✔ Ask participant(s) to disconnect from the interview, remove any bluetooth headphones (if applicable), and when they reconnect ask them to select a camera and microphone option from the dropdown menu

✔ Ask participant(s) to confirm their device’s settings allows their browser to access the camera and microphone

Internet issues

✔ Ask participant(s) to move closer to their router 

✔ Ask participant(s) to close out of other unnecessary applications on their device

If issues persist after the above troubleshooting measures, you can ask the participant(s) to switch to another device, or reach out to your CSM for next steps.