Your candidates may face challenges as they attempt the assessment on Equip. In almost all cases, the challenge is due to an issue at their end. We aren't saying that our platform will never face issues. We are saying that most candidate complaints are due to issues at their end. Also, when an issue does arise at our end, we get notified about them automatically and we fix them even before the candidate may email you about it :). There are two "stages" at which the issue can occur:

1. Candidate cannot start the test

They clicked on the test and they saw that the test was being set up and the test either didn't load, or they saw some error. If this has happened, the issue is almost certainly due to the candidate's device, internet, etc. A few points to bear in mind:

1. They should first check if proctoring is working. They can try proctoring from this link.
2. They should check if the specific test type they are trying to attempt is working. When they attempt the demo test, this gets checked automatically.

These are the steps they must follow to troubleshoot:

1. If proctoring is enabled, check if their webcam and microphone are working.
2. Attempt the test in incognito mode.
3. Attempt the test in a different browser. We recommend Chrome. But, if it doesn't work, use any other browser like Safari or Edge. Firefox should be the last option!
4. Attempt the test on a different device.

How to report the issue

If the webcam and microphone are working fine and changing the device or the browser isn't helping, we will need more information on what caused the error. For that, the candidate must:

1. Install Jam, which is a Chrome extension. (This is available only on Chrome and Edge browsers.)
2. Open a new tab, open the extension and click on Record tab.
3. Paste the assessment link and try to follow the steps to load the questions. (If they haven't seen the questions, it means that they can click on the same link any number of times, so long as it hasn't expired.)
4. Once they face the error, they can click on Stop recording.
5. They will then get a URL which starts with jam.dev
6. They must email it to hello@equip.co, cc you on the email and also mention the URL they were on when they attempted the test.

The link they share will give us a full recording of what the candidate saw, and also a list of logs and diagnostic information that we can use to see what happened on the test.

2. Candidate faced an issue during the test

If the candidate has been able to load the test, you are in luck because it means proctoring has started successfully! So, you will have access to the candidate's Session Recording. You will be able to see what happened on the test, exactly the way the candidate saw it. For example, if a candidate says that they couldn't see the question, or they weren't able to select an option, you should be able to see the same on the Session Recording.

How to report the issue

Once you identify the Session Recording of the candidate, you must email us at hello@equip.co with:

1. The link to the Session Recording: Copy the URL from the website and paste it exactly as-is in the email
2. The time duration at which the issue occurred. For example, you can say something like, "The issue lasts from 1:05 to 1:20"

Once we have this information, we can diagnose what happened.

Updated on: 01/07/2025