Troubleshooting digital interview problems
| Problem | Resolution |
|---|---|
| My camera is not working on my iPhone. | Allow camera and microphone access in Safari on your iPhone.
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| I cannot conduct the interview on my iPhone. | Perform the following actions:
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| I cannot conduct the interview on my Android smartphone. |
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| I am no longer interested in the position. | Contact your recruiter to let them know you are no longer interested in the position and would like to be removed from mailings, as a few email reminders might be sent to you to complete your interview. |
| I do not have a camera on my device. | A camera and microphone are required for conducting a digital interview. You can conduct the interview on a computer, laptop, or smartphone. |
| I am having audio and video issues. |
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| You receive these messages: Hardware access denied or Hardware access required. Please allow access to your camera and microphone to continue. |
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| My microphone does not work. | Confirm that the green audio bar is moving as you record your practice response. If the audio bar is moving, that means that your microphone is working. If the green audio bar is not moving, we suggest using an external device such as headphones. |
| My deadline is running out. I need an extension. | The good news is that the video interview link does not expire. If you have access to the link, you can still complete the interview. If you do not have access to the link, that means that your recruiter has cancelled your interview invitation. We suggest contacting your recruiter regarding the interview due date for a potential extension. |
| I want to reset my interview. | We are the third-party software provider for the interview platform and unfortunately, we are not allowed to reset your interview. However, your recruiter can reset the interview for you. Contact your recruiter about resetting your digital interview. |
| I did not receive the interview link. | Contact your recruiter and tell them the link was not included in the initial email. |
| I cannot upload my video/text answers on my smartphone. | Your mobile interview should take about five minutes at most to save. If it takes longer, there may be an issue with the network connection.
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| I cannot upload my video/text answers on my laptop. | It can take five minutes at most to save a response; however, if your connection is weaker, it can take longer to save a response or it can fail and show a retry option in the error message.
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| I would like a phone interview. | Contact the company you are doing the interview for and let them know you prefer a phone interview. |
| What does the interview look like? | The questionnaire you were invited to complete is a one-way interview session that can be completed in your own time within the deadline given by your potential employer. Before you join your actual interview questions, within your digital questionnaire, there is a practice section before the actual questionnaire section begins. You will be responding to a practice question to get familiar with the format of this process. This question can be reviewed and recorded as many times as needed. Each time you log back into your questionnaire, this practice question will be available to you before you continue with the actual questionnaire. Keep in mind that actual questionnaire responses cannot be reviewed or re-recorded. Upon starting your interview, a list with several questions are presented to you on the screen. The question itself will be revealed only after you start that question by clicking the Continue button. Your responses will be recorded and sent to your recruiter. |
| It does not load the next question. | To continue to your next question, click the Continue button at the bottom of the page once your answer is submitted. |
| Can I have only text questions/answers? | This depends on how your recruiter set up the digital interview. Some answer requires text responses, while some may require a video response. You need to answer the way the recruiter required. In the Interview overview, you will see the question type (Text Question or a Video Question). Text questions are in written form, while Video Questions means that your recruiter or HR team member recorded themselves asking a question and uploaded it to the interview. You will also get to see what kind of response is required from you (Text Response or Video Response). |
| Can I redo my interview question? | After each question, you should have a retry option if it was set up by your recruiter. If it is not there, contact your recruiter so they can reset your whole interview. |
| The recruiter did not show up for the scheduled interview. | Best practice is to wait up to 15 minutes for your recruiter to join the interview. If they do not join after that, contact them directly for more information. |
| I would like to follow up on my application status. | Unfortunately, we can only provide technical support for your digital interview and do not have any information regarding your candidacy or when you should expect to hear back from your recruiter. We recommend waiting for information from your recruiter or contacting them directly if you have their contact information. |
| Where can I find the recruiter’s contact information? | If you do not have any contact information for them, find the company's HR department contact information on their company website and contact them. |
| I have already finished my interview. Do I have to finish this one as well? | Because you received an interview invitation from your recruiter, we recommend that you complete this interview regardless of whether you have already completed an interview previously. |
| The system states that I have already finished my interview although I have not. | This would depend on how your recruiter has set digital interview. It seems that your recruiter would like to reuse the previously submitted interview. In this case, you can only take an On-Demand Interview Template once. Next time, you are invited to the same interview template for the same or another job application and the original interview responses will be reused. If you would like to retake a digital interview, ask your recruiter to reset your digital interview |
| I cannot conduct the interview on my computer. | Do you have a smartphone (iPhone or Android)? If so, you can take the interview on your smartphone. Here are some tips:
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| My browser is not supported. | This may happen if your operating system or browser requires an update or if you use an unsupported operating system or browser. We suggest you use:
Make sure that you are on the supported up-to-date OS and browser. Here is an article that may help: Supported browsers and operating systems for Digital Interviews. |
| I cannot upload my resume. | Your recruiter can set the resume upload as:
If you have a problem uploading your resume, click here for a helpful topic. |
| I’m having trouble completing the questionnaire. | We can only instruct you how to adjust your devices to complete the questionnaire. If there is a persistent technical issue occurring, best practice is to switch to another computer/laptop or smartphone. |