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Where the issue occurred decides how to fix it. If the candidate never reached the first question, the cause is almost always their device or internet connection. If the test or AI interview started, the Session Recording (if enabled) shows you exactly what they saw.

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Common Issues

Every candidate issue falls into one of two stages. The same stages apply to assessments and AI interviews (one-way and conversational).
A candidate who has not yet seen any questions can click the same assessment link any number of times, as long as the link has not expired. Once a test has started, see Resume Your Attempt.

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What to Check First

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If the candidate cannot start

Ask the candidate to check their setup with Equip’s public proctoring demo and the demo tests shown before the assessment. If the test still will not load, ask the candidate to work through this ladder:
1

Check the webcam and microphone

If proctoring is enabled, verify the webcam and microphone are working.
2

Try incognito mode

Open the assessment or interview link in an incognito or private window. This rules out interfering extensions and stale cache.
3

Try a different browser, then a different device

We recommend Google Chrome. If Chrome does not work, try Safari or Edge, with Firefox as the last resort. If nothing above helps, try again on another computer.
Some test types (Programming, SQL, CSS, Excel, Typing) require a desktop or laptop. If the candidate is on a phone or tablet, ask them to switch devices first. See Device Compatibility.

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If the AI interview device test fails

When a camera or microphone is needed, the candidate must pass a device test before the start button unlocks. Unsupported browsers are blocked before the candidate enters their details.

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If the issue happened during the session

If the candidate was able to load questions, their Session Recording is available (if enabled for that test or AI interview). Use it to verify the complaint: a question that never displayed or an option that could not be selected shows up on playback.
Open the candidate’s report and go to the Session Recording tab to play the recording. Assessment and AI interview reports both have it. See Session Recording for details.
In a conversational interview, the candidate sees a banner if the connection drops (“Connection lost, reconnecting”) or the microphone stops working (“We can’t hear you”). The interview video on the report’s Test Summary tab shows what happened. See Interview Reports.

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Contacting Support

If the checks above do not resolve the issue, send Equip the diagnostic information for that stage.

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Reporting a pre-start issue

Since no recording exists yet, the candidate must capture one themselves using Jam, a free browser extension available on Chrome and Edge.
1

Install Jam

The candidate installs the Jam extension from the Chrome Web Store.
2

Record the tab and reproduce the error

In a new tab, they open the extension and click Record tab. They paste the assessment or interview link and follow the steps until the error appears, then click Stop recording.
3

Email the recording link

The candidate emails the jam.dev link to hello@equip.co, copies you on the email, and mentions the page URL where the error occurred.

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Reporting a mid-session issue

For issues during the session, you report the issue yourself. Email hello@equip.co with two things: the Session Recording URL copied exactly as it appears in your browser, and the time range of the issue, for example “the issue lasts from 1:05 to 1:20”.
Do not skip the time range. A recording can run for the full session, and the exact seconds speed up the diagnosis.