> ## Documentation Index
> Fetch the complete documentation index at: https://docs.exterview.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for common Exterview issues across candidate sessions, invite delivery, integration webhooks, and reporting, with escalation paths when needed.

## 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.

<AccordionGroup>
  <Accordion title="Invite not received" icon="envelope-open-text">
    **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.
  </Accordion>

  <Accordion title="Link expired" icon="link-slash">
    **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.
  </Accordion>

  <Accordion title="Session not started" icon="circle-play">
    **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.
  </Accordion>

  <Accordion title="Session incomplete" icon="hourglass-half">
    **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.
  </Accordion>

  <Accordion title="Report not generated" icon="file-circle-xmark">
    **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.
  </Accordion>

  <Accordion title="Integration event failed" icon="plug-circle-xmark">
    **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.
  </Accordion>

  <Accordion title="Reviewer cannot access report" icon="user-lock">
    **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.
  </Accordion>

  <Accordion title="Candidate status not updating" icon="rotate">
    **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.
  </Accordion>
</AccordionGroup>

## Related

<CardGroup cols={3}>
  <Card title="Monitor Overview" icon="chart-line" href="/monitor/overview">
    Where completions, reports, and reviews are tracked.
  </Card>

  <Card title="Analytics" icon="chart-line" href="/monitor/analytics">
    Spot the pipeline-wide patterns behind a recurring issue.
  </Card>

  <Card title="Integrations & Webhooks" icon="plug" href="/deploy/integrations-webhooks">
    Diagnose connector and webhook-related failures.
  </Card>
</CardGroup>