Purpose
Quick fixes for the most common issues admins hit after go-live. Each item lists the symptom, likely cause, what to check, and when to escalate.Invite not received
Invite not received
Likely cause: wrong contact detail, channel not enabled, or delivery filtering. What to check: the candidate’s address/number, the enabled channels, and spam/blocklists. Contact support if: delivery fails across multiple candidates on one channel.
Link expired
Link expired
Likely cause: the invite’s validity window has passed. What to check:
the configured validity period; reissue the invite. Contact support if:
links expire far sooner than configured.
Session not started
Session not started
Likely cause: the candidate opened but didn’t begin, or a channel/device
issue. What to check: invite status (Opened vs. Started) and the
candidate’s device/browser. Contact support if: starts fail consistently
on a specific channel.
Session incomplete
Session incomplete
Likely cause: the candidate dropped mid-session, or a connection drop.
What to check: session status and whether a resume/retry is allowed.
Contact support if: sessions cut off repeatedly at the same point.
Report not generated
Report not generated
Likely cause: the session didn’t complete, or report generation is still
in progress. What to check: completion status first, then report
availability. Contact support if: a completed session has no report after
the expected window.
Integration event failed
Integration event failed
Likely cause: connector auth, endpoint, or a failed webhook delivery.
What to check: connector status and recent webhook event delivery.
Contact support if: events keep failing after reconnecting.
Reviewer cannot access report
Reviewer cannot access report
Likely cause: role or permission scope. What to check: the reviewer’s
role and access in Governance. Contact support if: access is correct but
the report still won’t load.
Candidate status not updating
Candidate status not updating
Likely cause: a pending sync or an integration event that didn’t land. What to check: the latest events and whether the pipeline stage advanced. Contact support if: status stays stale after events succeed.
Related
Monitor Overview
Where completions, reports, and reviews are tracked.
Analytics
Spot the pipeline-wide patterns behind a recurring issue.
Integrations & Webhooks
Diagnose connector and webhook-related failures.