Technical Troubleshooting for Users
How do I help a user who is having trouble logging in before a Live interview?
Confirm the method they are using to log in and follow the steps below.
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Email Invitation Link
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Send a reminder email from within the position in HireVue
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Send a reminder email from within the position in HireVue
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Manual Log In
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Advise the user to reset their password manually via the 'forgot username/password' link
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Advise the user to reset their password manually via the 'forgot username/password' link
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SSO Log In
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Refer the user back to their internal IT department for SSO log in assistance
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Refer the user back to their internal IT department for SSO log in assistance
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Link from ATS
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Resend the link via ATS
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Resend the link via ATS
Technical Troubleshooting for Participants
What happens if a participant is disconnected during the Live interview?
Should a user or candidate be disconnected from the interview for any reason they can easily re-enter by clicking the interview link again. This will prompt them to complete the system checks and re-enter the lobby.
If connectivity issues persist, contact our 24/7 support team by clicking the Support bubble in the lower left corner of your screen in the community, or by calling 800.655.4106 x 1.
What do I do if I experience general connectivity issues during a Live interview?
We recommend you restart your network if possible, or try switching to a different network.
If you are located in North America you can test your connection here.
If you are located outside of North America you can test your connection here.
If the connectivity issue remains after you have tested your connection, try switching devices, browsers, and/or locations.
If you are still experiencing connectivity problems, contact our 24/7 support team by clicking the Support bubble in the lower left corner of your screen in the community, or by calling 800.655.4106 x 1.
Can I connect to a Live interview if my company uses a VPN or proxy?
When using a VPN or proxy, you may receive an error message stating 'Unable to connect to Media Server.'
HireVue does not recommend users connect through a VPN. If using a VPN is necessary due to your company policies, there are certain network configurations that can optimize HireVue Live performance in your VPN environment. Reach out to our 24/7 Support Team by clicking the Support bubble in the lower left corner of your screen in the community, or by calling 800.655.4106 x 1.
What should I do if I'm experiencing other technical issues?
The candidate or participant who is experiencing the problem should reach out to HireVue Customer Support for real-time troubleshooting to ensure the interview can be completed.
We advise both participants and candidates join the interview 10 to 15 minutes early to allow for any problems to be resolved.
Technical Troubleshooting for Candidates
What happens if a candidate is disconnected during a Live interview?
Should a user or candidate be disconnected from the interview for any reason they can easily re-enter by clicking the interview link again. This will prompt them to complete the system checks and re-enter the lobby.
If connectivity issues persist, please reach out to our 24/7 Support Team by clicking the Support bubble in the lower left corner of your screen in the community, or by calling 800.655.4106 x 1.
How can I help a candidate who is experiencing connectivity issues?
Recommend the candidate restart their network if possible, or try switching networks.
If they are located in North America they can test their connection here.
If they are located outside of North America they can test their connection here.
If the connectivity issue remains after they have tested their connection, suggest they try switching devices, browsers, and/or locations.
If they are connected through a VPN or proxy, suggest they disconnect to complete the Live interview.
What can I do if the candidate is experiencing other technical issues?
The candidate or participant who is experiencing the problem should reach out to HireVue Customer Support for real-time troubleshooting to ensure the interview can be completed.
We advise both participants and candidates join the interview 10 to 15 minutes early to allow for any problems to be resolved.