🔎 Troubleshooting common issues
| What might be wrong | How to fix it |
|---|---|
| Candidate is too early and sees a waiting screen with a countdown | The onboarding window hasn’t opened yet. Let the candidate know when the window opens and ask them to return at that time. |
| Candidate sees a holding screen showing the session open time | The action window hasn’t opened yet and no onboarding window is configured. Let the candidate know when they can enter and ask them to return at that time. |
| Candidate sees a session closed or expired message | The step window has passed. Navigate to the workflow in Workflow Tools or the Coordinator Console, locate the assessment step, and extend the window or create a new invite for the candidate. |
| Candidate is within the window but still blocked | There may be a timezone mismatch in the configuration. Navigate to the workflow, locate the assessment step, and verify that the timezone setting matches the candidate’s local time. Correct it if needed. |
| Onboarding window is set for the future, but the action window is current | This is expected behaviour. The system uses the action window when no onboarding window is active. Confirm the candidate is seeing the correct message. |
| No windows are configured but the candidate is still blocked | The invite validity period may have expired. Check the invite validity and update it or resend a new invite. |
Additional Tips
- Always verify the timezone setting in the workflow configuration before escalating. Timezone mismatches are the most common cause of access issues.
- If the issue can’t be resolved using the steps above, escalate with the following details: workflow ID, step ID, candidate email, configured window times, and a screenshot of what the candidate sees.
- After making any changes, ask the candidate to refresh their browser and try again before confirming the fix.