Common Issues

Common Issues

Quick solutions to the most frequently encountered problems in Candidate Audit.

Login and Access

Can't Log In

Issue: Login fails with error message

Common causes:

1. Incorrect password → Try "Forgot Password"
2. Email not verified → Check inbox for verification email
3. Account deactivated → Contact support to reactivate
4. Browser cache → Clear cookies and try again
5. 2FA issues → Use recovery code or backup method

Solution:

1. Verify email address is correct
2. Reset password using "Forgot Password" link
3. Check spam folder for verification emails
4. Try different browser or incognito mode
5. Contact support if still blocked

Lost Access to 2FA

Issue: Can't access authenticator app or SMS

Solution:

1. Use recovery codes (saved during 2FA setup)
2. Click "Having trouble?" on 2FA prompt
3. Follow account recovery process
4. Contact support with photo ID if needed

Prevention: Save recovery codes in secure password manager.

Invitation Link Expired

Issue: Click invitation link, says expired

Solution:

1. Contact person who invited you
2. Ask them to resend invitation
3. Accept within 7 days

Note: Can't extend existing invitations, must send new one.

Candidate Issues

Can't Add Candidate

Issue: "Add Candidate" button doesn't work or shows error

Common causes:

1. Permission issue → Need Recruiter role or higher
2. Campaign limit reached → Upgrade plan or archive old candidates
3. Required fields missing → Name and email are mandatory
4. Browser issue → Try refreshing page

Solution:

1. Check your role in campaign (Settings → Team)
2. Verify you have available candidate slots
3. Fill all required fields (marked with *)
4. Try different browser if problem persists

Resume Upload Fails

Issue: Resume file won't upload

Common causes:

1. File too large → Max 10MB
2. Unsupported format → Must be PDF, DOC, DOCX, or TXT
3. Corrupted file → Try opening file first to verify it works
4. Network issue → Check internet connection

Solution:

1. Compress PDF if over 10MB
2. Convert to PDF if unusual format
3. Try uploading different file to isolate issue
4. Use "Paste Resume Text" as alternative

Candidate Not Appearing in List

Issue: Added candidate but can't find them

Common causes:

1. Filters active → Reset all filters
2. Wrong campaign → Check you're viewing correct campaign
3. Sort order → Try sorting by "Date Added (newest)"
4. Search typo → Clear search and browse manually

Solution:

1. Click "Reset Filters" button
2. Verify campaign name in top navigation
3. Search by email address instead of name
4. Check "Recently Added" in dashboard

Assessment Issues

Assessment Stuck in "Processing"

Issue: Assessment status shows "Analyzing" for over 10 minutes

Solution:

1. Refresh browser → Often just display issue
2. Check assessment queue → Campaign → Processing Queue
3. Wait 15 minutes → System might be under heavy load
4. Cancel and retry → If stuck over 15 minutes:
   • Open candidate profile
   • Click "Cancel Assessment"
   • Request new assessment

Prevention: Ensure good internet connection during assessment.

Assessment Failed

See detailed guide: Assessment Troubleshooting

Quick check:

1. Click candidate to view error message
2. Common fixes:
   • No resume: Add resume file or text
   • Corrupted resume: Upload different format
   • Incomplete profile: Add name and basic info
3. Fix issue and request assessment again

Scores Seem Wrong

Issue: AI scores don't match your expectation

This is usually not a bug:

1. Read agent reports → Numbers might be right, but reasoning explains discrepancy
2. Check campaign requirements → AI scores against your stated requirements
3. Different perspective → AI focuses on data in resume, might miss context you have
4. Re-assess after changes → If you updated requirements, request new assessment

When to report:

• Score shows 0 or 100 without explanation
• All agents give identical scores (unusual)
• Error messages in agent reports
• Scores contradict clear resume evidence

Performance Issues

Page Loading Slowly

Issue: Site is sluggish or unresponsive

Quick fixes:

1. Refresh page → Ctrl+F5 (hard refresh)
2. Close other tabs → Free up browser memory
3. Clear cache → Browser settings → Clear browsing data
4. Disable extensions → Ad blockers can interfere
5. Check internet → Run speed test

Still slow?

• Try different browser
• Check system status page
• Report to support if widespread issue

Large Candidate List Won't Load

Issue: Campaign with 500+ candidates times out

Solution:

1. Use filters → Load subsets instead of all candidates
2. Increase page size → Settings → Display → "Items per page"
3. Use search → Search for specific candidates
4. Archive old candidates → Move completed hires out

Note: Lists over 1,000 candidates may require pagination.

Team and Sharing

Team Member Can't See Campaign

Issue: Invited team member says they don't see campaign

Check:

1. Did they accept invitation? → Pending Invitations tab
2. Campaign access granted? → Campaign Settings → Team Access
3. Viewing correct organization? → They switch orgs via dropdown
4. Wrong permission level? → Viewer role has limited access

Solution:

1. Verify invitation accepted
2. Add them to campaign explicitly (Campaign Settings → Team → Add Member)
3. Have them confirm organization name in top nav
4. Upgrade their role if needed

Can't Share Candidate

Issue: Share button doesn't work or is disabled

Common causes:

1. Insufficient permissions → Need Contributor role or higher
2. Campaign privacy settings → Check campaign is shareable
3. Already shared → May need to modify existing share instead
4. Organization restrictions → Admin may have disabled external sharing

Solution:

1. Ask campaign owner to grant share permission
2. Check campaign settings → Privacy → Allow sharing
3. View "Shared With" to see current shares
4. Contact organization admin about restrictions

Data and Export

Export Not Downloading

Issue: Click export but file doesn't download

Try:

1. Check downloads folder → May have downloaded without notification
2. Disable popup blocker → Allow popups from candidateaudit.com
3. Try different format → PDF instead of CSV or vice versa
4. Reduce export size → Filter to fewer candidates

Still stuck:

• Try different browser
• Use "Email me export" option instead
• Request export link (sent via email)

Missing Data in Export

Issue: Export doesn't contain expected information

Check:

1. Export settings → What fields did you select?
2. Filters active → Did you accidentally filter out data?
3. Permission level → Reviewers can't export some fields
4. Custom fields → May need to explicitly select them

Solution:

1. Re-export with "All Fields" selected
2. Reset filters before exporting
3. Ask admin to export if permission issue
4. Check export configuration carefully

Browser Compatibility

Feature Not Working in My Browser

Issue: Buttons, dropdowns, or features don't work

Supported browsers:

• ✅ Chrome 90+ (recommended)
• ✅ Firefox 88+
• ✅ Safari 14+
• ✅ Edge 90+
• ❌ Internet Explorer (not supported)

Solution:

1. Update browser to latest version
2. Try Chrome if using older/unsupported browser
3. Disable browser extensions
4. Clear cache and cookies

Mobile Issues

Mobile Site Not Working Properly

Issue: Features don't work on phone or tablet

Note: Some features are desktop-only:

• Bulk operations
• Complex comparisons
• Detailed reporting

Mobile-optimized features:

• View candidates
• View assessments
• Add comments
• Simple searches
• Card view

Solution:

• Use desktop for advanced features
• Mobile app (if available) offers better mobile experience
• Request desktop site in mobile browser for full functionality

Still Need Help?

Contact Support

If your issue isn't listed:

1. Check assessment troubleshooting
2. Review upload error guide
3. Visit getting support page
4. Contact support with:
   • Description of issue
   • Steps to reproduce
   • Screenshots if applicable
   • Browser and OS version

Emergency support: For production-impacting issues, mark ticket as "Urgent"

Prevention Tips

Regular maintenance:

• ✅ Clear browser cache monthly
• ✅ Keep browser updated
• ✅ Test integrations after updates
• ✅ Review permissions quarterly
• ✅ Archive old campaigns to improve performance

Best practices:

• Save work frequently
• Don't have too many campaigns open simultaneously
• Use filters instead of loading huge lists
• Export important data regularly for backup