What should I do if I get a “NotAllowedError” or “NotFoundError” when trying to start my certification video?
When you receive a "NotAllowedError" or a "NotFoundError", it often refers to a situation with your webcam or microphone.
NotAllowedError
What does it mean?
You have the devices connected, but you rejected our authorization request
How can I fix it?
Please visit this page and either select "Ask (default)" or "Allow" for Camera and Microphone
Reload the certification page and click on "Turn on mic and webcam"
Note: If you select "Ask (default)", you'll need to click on "Allow this time" or "Allow every time" after Step 2
Note: If you still run into any issues after completing both steps, please email [email protected] and explain the situation (screenshots are helpful!)
NotFoundError
What does it mean?
You do not have all of the devices connected that we’re looking for. Maybe you have the webcam, but not the mic, or vice-versa
How can I fix it?
Please email [email protected] — let us know that you're running into the "NotFoundError" and please send screenshots of what you see when you open these two links: chrome://settings/content/microphone and chrome://settings/content/camera
From there, an engineer can help you figure out how to fix the error
If you do not have a webcam to complete your certification video, please visit this FAQ article.
NotAllowedError
What does it mean?
You have the devices connected, but you rejected our authorization request
How can I fix it?
Please visit this page and either select "Ask (default)" or "Allow" for Camera and Microphone
Reload the certification page and click on "Turn on mic and webcam"
Note: If you select "Ask (default)", you'll need to click on "Allow this time" or "Allow every time" after Step 2
Note: If you still run into any issues after completing both steps, please email [email protected] and explain the situation (screenshots are helpful!)
NotFoundError
What does it mean?
You do not have all of the devices connected that we’re looking for. Maybe you have the webcam, but not the mic, or vice-versa
How can I fix it?
Please email [email protected] — let us know that you're running into the "NotFoundError" and please send screenshots of what you see when you open these two links: chrome://settings/content/microphone and chrome://settings/content/camera
From there, an engineer can help you figure out how to fix the error
If you do not have a webcam to complete your certification video, please visit this FAQ article.
Updated on: 28/09/2024
Thank you!