Candidate did not join the session - what to do?

Troubleshooting Common Issues

What Might Be Wrong?	What You Can Do
The candidate may have technical difficulties joining the session.	Ask them to restart their device and try joining again. Confirm they are using the compatible browser.
Candidate facing network connectivity problems	Confirm they have a stable internet connection. Suggest switching to another network if possible.
The session started before the candidate was ready or logged in	Wait a few minutes for the candidate to join. Communicate via phone or email to confirm their status.
Incorrect or expired invite link or session credentials	Verify and resend the correct invite link and credentials. Double-check the candidate’s email address.
Scheduled time or time zone confusion	Confirm the session time and time zone with the candidate. Reschedule if needed.
Candidate’s device or browser security settings blocking access	Ask them to disable firewall, VPN, or restrictive browser settings temporarily. Ensure permissions for webcam and microphone are granted.
Email ID used to send invite is incorrect	Double-check the invite was sent to the correct email ID and resend if needed.
Candidate has hardware issues like webcam or microphone malfunction	Suggest they test their hardware or try joining from a different device.

Checklist before the exam

Allow a short waiting window for candidates to resolve last-minute issues.

Follow your organization’s guidelines for no-shows or rescheduling.

Always use recommended devices, browsers, and a strong internet connection.

Additional Troubleshooting Steps