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Portal Help & Troubleshooting

Common issues and solutions for the recording portal

Camera & Microphone Permissions

Chrome

  1. When prompted, click "Allow" for camera and microphone
  2. If blocked: Click the camera icon in the address bar
  3. Select "Always allow" for portal.divinemercies.org
  4. Refresh the page and try again

Safari (Desktop)

  1. When prompted, click "Allow"
  2. If blocked: Go to Safari → Settings → Websites
  3. Select Camera and Microphone from the left sidebar
  4. Set portal.divinemercies.org to "Allow"

iPhone/iPad (Safari)

  1. Open Settings app on your device
  2. Scroll down and tap Safari
  3. Tap Camera and select "Allow"
  4. Tap Microphone and select "Allow"
  5. Return to Safari and refresh the recording page

Upload Failures

If your recording fails to upload:

  • Check your internet connection: Use WiFi instead of mobile data if possible
  • Retry the upload: The portal will automatically retry failed uploads
  • Don't close the window: Keep the browser tab open until upload completes
  • Check battery level: Ensure your device has sufficient power

How Segment Deletion Works

During the review phase, you can delete any segments before final compilation:

  • 1 After recording all questions, you'll enter the Review Mode
  • 2 Watch each segment and click the "Strike" or "Delete" button if you want to remove it
  • 3 Deleted segments are permanently removed and will not appear in the final interview
  • 4 Once you approve the final compilation, no further edits can be made

Still Need Help?

Contact our support team for personalized assistance

[email protected]
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