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Clarity voice interviews run in the browser and stream audio to an AI voice service in real time. On managed corporate devices and networks, a firewall, proxy, or device policy can block one of the pieces an interview needs. This page lists exactly what to allow, and how anyone on your team can check a device before involving IT.
Run the connection test first. On the interview setup screen, click Trouble connecting? Check your network below the start button. The test runs in a dialog, so you stay on the setup screen. You can run it again any time at https://app.duvo.ai/go/connection-test, which opens the test for your team, and an interview that fails to connect offers Test this connection.The test checks the browser, microphone, and connection requirements on this page in order and produces a report you can copy and send to IT. Duvo also receives the result, so we can help when a network or device blocks interviews. Run it on the same machine and network you will use for the interview.

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What an interview needs

A supported browser

A current version of Chrome, Edge, or Firefox with WebRTC enabled. With WebRTC disabled by policy, interviews can only use the WebSocket, and only if your team has it turned on. Enable WebRTC to use the faster paths.

Microphone access

The browser must be allowed to use a microphone at three levels:
  • Site permission — the browser asks for microphone access when you click Allow microphone on the interview setup screen. Click Allow. If the option is missing or grayed out, the browser is managed and the permission must be granted by policy for https://app.duvo.ai.
  • Operating system privacy settings — on Windows, Settings > Privacy & security > Microphone: Microphone access and Let desktop apps access your microphone must be on. Your browser counts as a desktop app, so there is no separate Duvo entry to look for. On macOS, System Settings > Privacy & Security > Microphone must list your browser.
  • Device management policy — if your device is managed (Intune, Jamf, Group Policy), the administrator may need to allow microphone access for the browser and for the Duvo site. In managed Chrome or Edge, add https://app.duvo.ai to AudioCaptureAllowedUrls.

Screen sharing (screen-share interviews)

Screen-share interviews also record your screen:
  • Site permission — when the interview starts, the browser asks what to share; choose your entire screen. On managed Chrome or Edge, allow https://app.duvo.ai with the ScreenCaptureAllowedByOrigins policy.
  • Operating system privacy settings — on macOS, System Settings > Privacy & Security > Screen Recording must list your browser.
Voice-only interviews don’t need screen sharing. Clarity never uses the camera.

Access to Duvo

HTTPS to the Duvo app and API. This is the same access needed to use Duvo at all.

A voice connection

Interviews connect over WebRTC, either directly to the voice service or through Duvo’s voice relay. The browser tries three paths in order and uses the first one that connects; the WebSocket is only a last resort:
  • Direct WebRTC — call setup over HTTPS through Duvo, then encrypted audio straight to the voice service’s media servers: over UDP, or over TCP on port 443 to the same servers when UDP is blocked. This is the fastest path.
  • Duvo voice relay — when the media servers can’t be reached (typically a proxy that only lets named hosts through), the same WebRTC connection runs over TLS on port 443 to Duvo’s relay instead. On strict networks this is the path to allow: it needs only Duvo hosts. It exists only on deployments that provide a relay (app.duvo.ai does), and the connection test checks it and lists the relay host in its report.
  • WebSocket (last resort) — port 443 to the voice service, used only when neither WebRTC path connects. Replies are about a second slower. Allowing it is optional. Your Duvo contact can turn it off for your team, or make it the first path where a network needs it.

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Hosts, ports, and protocols to allow

Allow by hostname where you can. The voice service and Duvo’s platform use cloud infrastructure whose IP addresses change. The one exception is Duvo’s voice relay: turn.prd.duvo.ai has the fixed address 34.78.100.100, for firewalls that can only match on IP.
The hosts below apply to app.duvo.ai. The copied connection-test report always lists the exact hosts configured for your environment — use it as the source of truth if they differ. Notes for network administrators:
  • WebSockets must not be downgraded. Some proxies terminate or strip the Upgrade: websocket handshake. The WSS upgrade to eu.api.openai.com must pass through untouched for the WebSocket path. Duvo’s live updates also use a WebSocket on platform.duvo.ai; they fall back to polling when it’s blocked, so allowing it is recommended rather than required.
  • Exempt the relay from TLS inspection and HTTP-only proxy rules. turn.prd.duvo.ai carries TURN over TLS, not HTTPS, so TLS inspection or a rule that only passes HTTP breaks it.
  • TLS inspection of eu.api.openai.com traffic will usually break the WebSocket connection. Exempt this host from inspection.
  • Don’t cut long-lived connections. Each voice connection stays open for up to 50 minutes before the browser swaps in a fresh one, so allow connections that last at least an hour.
  • If outbound UDP is blocked, the live connection carries its audio over TCP 443 to the voice service’s media servers instead; nothing else changes. If those media servers cannot be reached at all (UDP and TCP 443 both blocked, as on networks that only allow named hosts through a proxy), on deployments that provide a relay the interview moves to the voice relay on its own. The relay carries all interview audio over TLS on port 443 to turn.prd.duvo.ai, so no UDP or direct connection to the voice service’s media servers is needed — allow the relay host and the interview keeps its live connection. Without a relay, the interview moves to the WebSocket instead, unless your team has that path turned off.
  • The connection test report lists the hosts a given device actually used. If your team is on a different region or a custom configuration, trust the report over this table.

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Troubleshooting with the connection test

The test checks six things, one row each: Browser support, Microphone, Duvo connection, Direct voice connection (WebRTC), Duvo voice relay (TURN), and WebSocket fallback. Each row shows a green check when it passed and a red cross when it failed. A gray circle means it wasn’t checked or doesn’t apply to your setup. Depending on your team’s setup, the rows can appear in a different order or with slightly different names. Read the sentence at the top of the result first. It tells you whether an interview can start on this computer and network. An interview tries several ways to connect and uses the first one that works, so a failed row doesn’t always mean a problem. If the result says This device and network can run a Clarity interview, you can start your interview. If only WebSocket fallback failed and the result says you can start, nothing needs to change. If something needs fixing, find the first failed row below. Whenever you need help, click Copy report for IT and send the report to your IT team or to support@duvo.ai. It lists exactly what failed and what to allow.
Your browser is missing something interviews normally use. Check the sentence at the top of the result first: if it says This device and network can run a Clarity interview, you can still start, with replies about a second slower. Otherwise:
  1. Update your browser to a recent version of Chrome, Edge, or Firefox, and run the test again.
  2. If it’s already up to date, your company may have turned off a browser feature interviews need. Send the report to your IT team.
For IT: interviews need WebRTC and microphone capture in the browser. With WebRTC disabled by policy, an interview can only use the WebSocket fallback, and only if it is turned on for the team.
The browser couldn’t use a microphone. The test shows one of two messages:
  • Microphone access not granted: the browser, or a setting on your computer, blocks the microphone for Duvo.
  • No microphone found: no microphone is connected, another app such as Teams or Zoom is using it, or your computer’s privacy settings block the browser. The hint below the red error box says whether no microphone was found at all, or one was found but couldn’t be opened.
See Fix microphone problems for the steps for each. If the test shows a different message, send the report to support@duvo.ai or your IT team.The test usually goes on to check your network, so the report also tells you whether the network is fine once the microphone works. If all the rows below Microphone still show a gray circle, the network wasn’t checked: fix the microphone and run the test again.
The test couldn’t reach Duvo’s servers, so it stopped before checking the voice connection. This usually means the network you’re on is getting in the way. Try these in order:
  1. Run the test again. A short drop in your Wi-Fi or internet connection is enough to cause it.
  2. Try a different network, such as a phone hotspot, and turn off your VPN if you use one. If the test passes there, your company network is blocking Duvo, and your IT team needs to allow it.
  3. Send the report. Copy the report and send it to your IT team. Because the test couldn’t reach Duvo, we may not have received your result, so send a copy to support@duvo.ai too.
For IT: the browser got no usable answer from platform.duvo.ai over HTTPS (TCP 443). Allow it without a proxy blocking or rewriting requests to it. The full list is in Hosts, ports, and protocols to allow.
Your network blocks one of the ways an interview connects. Most of the time, interviews still work. Check the sentence at the top of the result:
  • It says the interview can run, and doesn’t mention the WebSocket fallback. You’re all set. Nothing needs to change.
  • It says the interview can run over the WebSocket fallback. You can start your interview. The interviewer replies about a second more slowly. For faster replies, send the report to your IT team. It tells them what to allow.
  • It says interviews won’t start here. Open Interviews won’t start here below.
For IT: the report says where the direct connection failed.
  • peer-connection: setup through Duvo worked, but audio couldn’t reach the voice service’s media servers over UDP or TCP 443. Their addresses change, so instead of opening outbound traffic broadly, allow turn.prd.duvo.ai on TCP 443 (TURN over TLS). The interview then uses the relay. If the report’s relay row says No relay in this deployment, there is no relay to allow: open outbound UDP, or TCP 443, to the voice service’s media servers instead, or use the WebSocket fallback.
  • sdp-exchange: the setup request to platform.duvo.ai failed before any audio was sent, and the relay can’t help with this. network-error or timeout means the request got no usable answer: check that platform.duvo.ai is reachable on TCP 443 without a proxy blocking or rewriting it. http-response with a 4xx status usually means a proxy blocked or rewrote the request. A 5xx status points at Duvo, the voice service, or a proxy that couldn’t reach them, so send the report to your Duvo contact or support@duvo.ai as well.
None of the ways an interview connects worked from this computer and network. This is usually a company firewall or proxy.
  1. If the result asks you to run the test again, do that first. A check that couldn’t finish isn’t a block.
  2. Try a different network, such as a phone hotspot, and turn off your VPN if you use one. If the test passes there, the problem is your company network.
  3. Send the report to your IT team. It says where each connection failed and which hosts to allow. Often IT only needs to allow one Duvo address, the voice relay.
  4. If the result says the WebSocket fallback would work but is off for your team, you can also ask your Duvo contact or support@duvo.ai to turn it on. The test already connected over it, so interviews then work on this network, with replies about a second slower.
If an interview has to happen now, run it on another computer or network that passes the test.
For IT: unless the report shows the failure at connection setup (sdp-exchange) or the relay row says No relay in this deployment, allowing turn.prd.duvo.ai on TCP 443 (TURN over TLS, fixed IP 34.78.100.100) is usually the smallest change that gets interviews working. See Hosts, ports, and protocols to allow for the full list.

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Fix microphone problems

Most microphone problems come from the computer or headset, not the network. If the connection test passes its network checks, start with the fixes below. The test can’t catch a connection that drops partway through a longer interview.

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Before you start

A minute of preparation avoids most interrupted interviews:
  • Use a headset, not a speakerphone. Interviews are tuned for a microphone close to your mouth. A wired or USB headset is the most reliable; a laptop microphone or a conference-room speakerphone picks up the whole room.
  • Plug in your headset before you start the interview. The interview keeps the microphone it started with, so plugging in or switching headsets midway doesn’t move it over.
  • Close other call apps such as Teams, Zoom, or Webex, including ones still running in the system tray. On Windows, an app in a call can hold the microphone so the browser can’t open it.
  • Check your microphone on the setup screen. Pick the microphone you want in the Microphone list and say something. The bar fills and Duvo shows Duvo can hear you. when it picks you up. The interview records from the microphone you pick here.
  • Run the connection test on the same computer and network you will use for the interview: click Trouble connecting? Check your network on the setup screen (after a test, this link shows the last result; click it to run the test again), and keep the report handy in case you need IT.

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Find your case

Working inside a virtual desktop such as Citrix? Go straight to the last case below.

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Fixes

The browser, or a policy on your device, blocks the microphone for Duvo. On the setup screen it reads Microphone access is blocked for this site. Duvo also shows this when the browser’s permission prompt isn’t answered within 20 seconds: start again and click Allow when the browser asks.

Allow the microphone for the site

Click the lock or site-settings icon on the left side of the address bar on app.duvo.ai and set Microphone to Allow. This also undoes an earlier Block or Never allow.

Let the page catch up

The setup screen notices the change on its own and shows your microphone. If you’re on another page, such as the connection test, reload it and try again.

If the option is grayed out

Your browser is managed by your organization. Ask your IT team to allow the microphone for https://app.duvo.ai.
For IT: in managed Chrome or Edge, that is the AudioCaptureAllowedUrls policy.
Duvo shows No microphone found whenever the browser can’t open a microphone, even when one is connected. It’s usually one of these:
  • No microphone is connected, or it’s switched off.
  • Another app is using it, such as Teams or Zoom.
  • Your computer’s privacy settings block the browser from using the microphone.
On the setup screen, the same problem reads Can’t use this microphone. Try another or close apps using it. The connection test’s hint below the red error box says whether no microphone was found, or one was found but is busy or blocked. Then follow the steps for your computer below.

Free the microphone

Fully quit Teams, Zoom, and any other app that may be using the microphone, including apps still running in the system tray. Run the test again.

Turn on microphone access

Open Settings > Privacy & security > Microphone and turn on Microphone access, Let apps access your microphone, and Let desktop apps access your microphone. Your browser counts as a desktop app, so there is no separate Duvo entry to look for.

Check the input device

Open Settings > System > Sound > Input and check that a microphone is listed and not disabled. If you use a headset through a docking station or Bluetooth, reconnect it, or try the laptop’s built-in microphone.

Release exclusive control

If another app keeps taking over the microphone, open Settings > System > Sound > More sound settings, select your microphone on the Recording tab, choose Properties > Advanced, and clear Allow applications to take exclusive control of this device.

Restart the browser and pick the microphone

If you changed any Windows settings, restart the browser so it picks them up. Then open the interview setup screen, choose your microphone in the Microphone list, and say something until Duvo shows Duvo can hear you.
If any of these settings are grayed out or marked as managed by your organization, your IT team controls them. Click Copy report for IT and send them the report. It names the error the test saw and the browser and computer settings that must be allowed.
On the setup screen the bar stays empty and Duvo shows Duvo hasn’t heard anything yet. Say something, or pick another microphone. Or, during the interview, the interviewer introduces itself and then waits as if you are not speaking. The microphone opens but only records silence, so the connection test can still pass. This usually means the wrong input is selected, such as a docking-station input, a muted headset, or a microphone that is switched off.

Check you're not muted in the interview

Duvo keeps your microphone muted while the interviewer gives its introduction, then turns it on. If the button in the interview controls reads Unmute and is red, click it. If the interview is paused, click Resume. In a voice-only interview, the orb shows when Duvo hears you speak.

Find the microphone that hears you

Open your sound input settings (Windows: Settings > System > Sound > Input; macOS: System Settings > Sound > Input) and speak. The input level should move. If it doesn’t, select another microphone, check the headset’s mute switch, and raise the input volume.

Pick the same microphone in Duvo

On the interview setup screen, choose that microphone in the Microphone list and say something until Duvo shows Duvo can hear you. If you pick System default, Duvo uses the browser’s default microphone, which you can change at chrome://settings/content/microphone (Edge: edge://settings/content/microphone).

Try another microphone

Switch to a different headset or the laptop’s built-in microphone. A Bluetooth headset may appear as two devices; choose the one marked as a headset or hands-free input.

Rule out the device

If the level moves but the interview still can’t hear you, security software or a device policy may be silencing the browser. Ask your IT team to check, or try the interview on another computer to confirm.
Background noise can make the interviewer think you have finished speaking, so it jumps in mid-sentence, or pick up words nobody said. Traffic, open-plan offices, and speakerphones are the usual causes.
  • Move somewhere quiet and close nearby windows and doors.
  • Use a headset rather than laptop speakers or a speakerphone, so the microphone hears you and not the room.
  • Mute notifications and other apps that play sound during the interview.
If a headset is unplugged or its battery runs out mid-interview, Duvo shows Microphone disconnected and the interview can’t continue. Save what you’ve recorded so your answers so far are kept, reconnect the microphone, and start a new interview to continue.To avoid it, charge wireless headsets before you start, keep cables seated, and don’t join a call in another app during the interview.
Inside a virtual desktop, the browser can only use a microphone that the virtual desktop passes through from your computer. Many organizations turn microphone redirection off for security, and then no setting inside the session can fix it: the test reports that no microphone is found even though your laptop has one.
  • Quickest option: open the interview in a browser on your own computer, outside the virtual desktop, and share the screen or window that shows the virtual desktop. Your voice uses the local microphone, and the interview still sees the process you work in.
  • Permanent fix: your IT team can turn on client microphone (audio input) redirection for the people who need to run interviews.

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If the interview stops partway

When something interrupts an interview, Duvo tells you what happened and usually offers Save interview or Delete interview. If the interview had already ended, you only see Done. Choose Save interview: everything you said up to that point is kept and used for the process map. Then start a new interview from the process to carry on. If you left the interview page instead, your conversation is saved and you can continue it later. See Leave and come back.

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Fix screen sharing problems

Before a screen-share interview:
  • Use a desktop browser. Phones and tablets can’t share a screen. Duvo shows This browser can’t share a screen. Use a desktop browser to share one.
  • Start from a process. Screen share is offered for interviews inside a process. Team and organization interviews are voice only, so the option isn’t there.
  • Share your entire screen. The browser suggests it by default. Duvo then sees every app you switch to while you walk through the process.
The interview can’t start without a shared screen, window, or tab. This happens when you close the browser’s sharing dialog without choosing, or your computer blocks the browser from recording the screen.

Try again and pick a screen

Start the interview again and choose a screen in the browser’s sharing dialog.

On macOS, allow screen recording

If no sharing dialog appears, open System Settings > Privacy & Security > Screen Recording, turn your browser on, then restart the browser.

If it's blocked on a company computer

Your IT team controls screen sharing. Ask them to allow it for https://app.duvo.ai.
For IT: in managed Chrome or Edge, allow https://app.duvo.ai with the ScreenCaptureAllowedByOrigins policy.
The browser didn’t return a screen to share. Start the interview again and choose a screen. On macOS, also check that your browser is allowed under System Settings > Privacy & Security > Screen Recording.
Sharing ended, usually because Stop sharing was clicked or the shared window was closed. An interview that started with Screen share can’t continue without it. Click Save interview to keep your answers, then start a new interview. Sharing your entire screen instead of one window avoids this when you close or switch windows. If you started with Voice only and shared your screen later, stopping the share only switches the interview back to voice.
When you share the screen the Duvo interview page is on, Duvo hides your screen preview to avoid an endless mirror effect. Duvo still sees your screen, and the interview carries on. Click Show my screen to bring the preview back.
If an interview has to happen now and none of the above works, run it on another computer, in Chrome or Edge on a network that passes the connection test. Nothing on the original computer needs to change for that.

Still stuck? We're here to help

Let us know and we’ll get your interview working together. Email us at support@duvo.ai, or message us right in Duvo with Need help? in the bottom-left corner. Any extra details help us get there faster, for example your connection test results (when the test finishes, click Copy report for IT next to the test button and paste the report into your message) or the steps you’ve already tried.

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Next steps

Clarity

Capture processes with voice interviews, recordings, and documents.

Clarity to Agent

Turn a documented process into a running Agent.