As an Admin overseeing the recruitment process, ensuring seamless video interviews for candidates is crucial for maintaining a positive candidate experience. Technical difficulties can occasionally disrupt these interviews, requiring swift action from you and our support team.
In this article, we'll outline some essential troubleshooting steps for handling candidate technical issues during interviews. By familiarizing yourself with these techniques and knowing when to escalate to Workable support, you'll ensure a seamless experience for all candidates.
The candidate missed the deadline
When a candidate misses the deadline for the video interview, you will be notified via email. Candidates won't be able to record or submit their answers after the due date. We recommend contacting the candidate if they haven't already reached out to you. You can discuss extending the deadline if that's something you'd like to offer.
You can resend a video interview with an updated due date by clicking the video interview button on the candidate's profile.
The candidate faces a technical problem
When candidates encounter technical difficulties while recording their responses to video interview questions, this is usually due to a local issue on their end. The basic troubleshooting steps you should suggest to them are the following:
- Clear their browser history and cache.
- Make sure they are using the latest version of the supported browsers, as this can often resolve compatibility issues.
- Try using a different browser.
- If possible, try using a different network with a stronger internet connection, as this can sometimes improve video quality.
- If possible, try using a different device (e.g., use a desktop if they are using a mobile).
Specific technical issues
| Candidate issue | Troubleshooting |
| Network quality issues | Fixing network quality issues |
| Camera issues | Fixing camera issues |
| Microphone issues | Fixing microphone issues |
| Unable to click the button to start the video interview | Why can't I click the button to start the video interview? |
If the problem continues after trying these steps, please kindly ask the candidate to contact us directly at support@workable.com and provide us with more details:
- What troubleshooting steps they have already tried.
- The exact error they receive, including a screenshot or quick screen recording.
- To identify the root cause of the issue, we may require them to provide a HAR file. They can find instructions on how to generate a HAR file here.
Tip: Make sure you extend the due date of the video interview for the candidate experiencing technical difficulties.